[Updated April 2025]
Smarter Data, Smarter Decisions: How Better Lobby Supports Modern Branch Management
Since the release of our “Visits & Services” upgrade, we’ve continued to evolve Better Lobby into a powerful platform for both member experience tracking and branch performance analysis. Today, Better Lobby is more than just a lobby management system—it’s a decision-making tool that helps credit unions operate more efficiently and serve members more effectively.
With over 50 built-in reports, branch managers and executives can dive deep into:
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📊 Wait times and service times
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🧑🤝🧑 Staff performance and member service history
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🏦 Branch traffic trends by day, week, or month
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🎯 Service demand by category (e.g., loans, new accounts, card services)
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🏅 Cross-selling success rates and follow-up outcomes
These insights go beyond just “who came in and how long they waited.” They provide the why behind member visits, the how well of staff interactions, and the what’s next for branch planning, staff incentives, and marketing campaigns.
Better Lobby also integrates with your core banking system, allowing the platform to track individual members across visits—giving you a complete view of member engagement over time. Want to know if your new loan campaign brought more members into the branch? Or which staff are consistently converting appointments into product signups? Better Lobby makes that visible.
As more credit unions adopt data-driven strategies for branch operations, having a system like Better Lobby in place ensures you’re not just collecting data—you’re using it to take action.
Credit unions today are facing big changes—members expect faster service, digital options, and a more personal experience. To keep up, credit unions need to rethink how their branches operate. That’s where modern branch management comes in.
Modern branch management is all about creating smooth, flexible, and member-friendly experiences—whether someone walks into the lobby or connects from their phone. And Better Lobby is built to support exactly that.
How Better Lobby Supports Modern Branch Management
✨ Make Every Visit More Efficient
Long lines and unclear wait times are frustrating for members and staff. Better Lobby makes branch visits easier by:
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Letting members check in at a self-service kiosk or with their phone
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Showing who’s in line, what they need, and how long they’ve waited
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Helping staff stay focused on service—not on managing the lobby
This means less stress at the front desk and more time for meaningful conversations.
📅 Offer Flexible Appointment Options
Modern branch management means meeting members where they are—on their time and terms. Better Lobby helps credit unions do that by offering:
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In-branch, phone, or video appointments
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Easy online booking with no app required
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Staff photos and bios so members feel confident in who they’re meeting
Appointments help your team prepare in advance and give members the service they expect—with fewer delays.
🧾 Keep Things Consistent Across Locations
Whether you have one branch or twenty, consistency matters. Better Lobby gives your team the same tools at every location, so:
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Members get the same great experience no matter which branch they visit
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Staff follow a smooth, repeatable process
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New employees can get up to speed quickly with user-friendly features
Consistency is key to building member trust—and keeping operations running smoothly.
🤝 Connect In-Branch and Online Services
Modern branch management isn’t just about physical spaces. It’s about connecting the digital and in-person experience.
Better Lobby brings these together by letting members:
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Join a same-day queue from home
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Schedule appointments from your website
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Get help from a real person—virtually or in the branch
This hybrid approach makes your credit union more accessible, without adding complexity.
Final Thoughts on Modern Branch Management
Modern branch management is about more than redesigning buildings—it’s about creating better service experiences for today’s members. With Better Lobby, your credit union can improve efficiency, increase flexibility, and deliver the kind of service that keeps members coming back.
Ready to bring your branch operations into the future? Let’s talk about how Better Lobby can help.
Interested in turning your member service data into smarter decisions?
Request a demo today and see what Better Lobby can do for your team.
Credit unions can serve an important role in innovation.
The following section is the original post from March 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
Not long ago, one of our clients approached us to improve Better Lobby/New Accounts to better distinguish between “visits” and “services”. They went on to explain that they were focusing on branch labor costs using Activity Based Costing (ABC) and needed reporting of BOTH visits and services provided by staff during a platform visit.
Shortly after learning this we released our “visits & services” upgrade that encourages MSRs to record multiple services for each visit and modified Better Lobby reports to reflect new account “visits” or “services”. Our on-line, drill down reports toggle with the click of the mouse between the two.
To learn more about Better Lobby and New Accounts