As credit unions grow and adapt to changing member expectations, their approach to lobby management must evolve as well. What once worked for a small branch with minimal foot traffic may no longer be sufficient as membership increases and services expand. Credit unions that modernize their lobby management can improve efficiency, enhance member experience, and optimize staff resources.
From using clipboards to track walk-ins to implementing Better Lobby’s advanced lobby management solutions, credit unions are making strategic upgrades to create smoother, more structured branch operations. Let’s explore how credit unions evolve their lobby management as they grow and when they should make the switch to better technology.
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The Evolution of Lobby Management in Credit Unions
Starting Out: The Clipboard Check-In System
Many small credit unions begin with a simple clipboard sign-in sheet to track members as they arrive. While this method works for a limited number of daily visitors, it quickly becomes inefficient as branches experience higher foot traffic.
Challenges of the Clipboard System:
- No way to track wait times or service trends.
- Members may sign in out of order, leading to confusion and frustration.
- Staff must manually call out names, which can lead to disputes about who’s next.
- No ability to collect data to improve service efficiency.
When to Upgrade:
If staff members are struggling to manage the queue or members frequently complain about wait times, it’s time to move to a digital lobby management system like Better Lobby.
Using a Door Greeter to Organize the Lobby
As credit unions grow, some branches introduce a door greeter to manually guide members to the right service. This improves efficiency but also requires extra staffing and can be inconsistent, depending on how busy the branch is.
Challenges of the Door Greeter System:
- Requires a dedicated staff member, increasing costs.
- Still relies on verbal communication, which can lead to errors.
- No automated tracking of service trends, wait times, or member preferences.
When to Upgrade:
If managing the lobby requires staff members to stop their regular duties to assist members, investing in a self-service kiosk or queue management system can provide structure while freeing up staff time.
Implementing a Self-Service Kiosk
To further improve efficiency, many credit unions introduce a lobby management kiosk. A kiosk allows members to check themselves in and select the service they need without waiting for staff assistance.
Benefits of a Self-Service Kiosk:
- Members can check in faster, reducing front-desk congestion.
- Staff can focus on service rather than managing the queue.
- Real-time tracking of wait times and service trends.
- Members feel more in control of their experience.
When to Upgrade:
If your branch sees frequent congestion at the front desk or members struggle with check-in, it’s time to implement a Better Lobby Kiosk.
Enhancing Member Experience with Online Queuing
For credit unions looking to further optimize their lobby, online queuing allows members to check in remotely before arriving. This reduces lobby crowding and allows members to plan their visit better.
Advantages of Online Queuing:
- Members can check in from their phones before arriving.
- Reduces wait time frustration by providing real-time updates.
- Helps staff manage branch traffic more effectively.
When to Upgrade:
If members frequently complain about long waits or branches experience unpredictable surges in foot traffic, an online queuing system is the next step.
Request a Demo of Better Lobby
Better Lobby: The Future of Lobby Management
Credit unions that grow and evolve need solutions that scale with them. Better Lobby provides:
✅ Lobby Management – Streamline member check-ins and reduce wait times.
✅ Appointments – Allow members to schedule visits for a structured experience.
✅ Self-Service Kiosks – Automate check-ins and free up staff.
✅ Online Queuing – Enable remote check-ins to keep lobbies organized.
✅ Wall Display – Show queue status, reducing member uncertainty.
✅ Video Meetings – Expand service options beyond in-person visits.
If your credit union is outgrowing traditional lobby management, it’s time to explore a modern solution. Contact Better Lobby today to see how we can help streamline your branch operations!
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Conclusion: The Future of Lobby Management in Credit Unions
As credit unions grow and evolve, their approach to lobby management must keep up with changing member expectations and operational demands. What starts as a simple clipboard sign-in process eventually becomes an inefficient way to manage increasing foot traffic and complex member needs. By implementing modern solutions like Better Lobby, credit unions can streamline operations, optimize staffing, and provide a seamless member experience.
Investing in lobby management software, kiosks, and online queuing isn’t just about keeping up with the times—it’s about ensuring members receive the best service possible while improving branch efficiency. Whether you’re just starting to see a rise in traffic or you’re operating multiple branches, now is the time to assess how your credit union can benefit from a more structured lobby management system.
Looking ahead, credit unions that embrace technology will continue to thrive, offering a more organized, efficient, and member-friendly experience. Ready to take the next step? Better Lobby is here to help—contact us today to learn more!