[Updated May 2025]
How Credit Unions Can Learn from Virtual Healthcare: Embracing Personalization and Real-Time Engagement
Technology is transforming every industry—from banking to healthcare. A recent announcement by Cognizant and Microsoft revealed a new virtual healthcare solution that brings remote patient monitoring, real-time data sharing, and personalized care to the forefront. And while it may seem unrelated, the evolution of healthcare offers valuable lessons for credit unions—especially those looking to improve in-branch service, member engagement, and omnichannel strategies.
At Better Lobby, we believe that delivering personalized, timely, and connected service is just as vital in credit unions as it is in a hospital room. Let’s explore how this healthcare solution mirrors the needs and challenges credit unions face—and how Better Lobby helps you meet them.
💡 The Big Idea: Data + Personalization + Accessibility = Better Service
The healthcare solution from Cognizant and Microsoft is simple but powerful:
✔️ Collect real-time data from members (in their case, patients)
✔️ Use smart systems to flag trends and alert providers
✔️ Make it easy to connect virtually or in person when needed
That same model applies to modern branch operations. Members don’t want to be treated like transactions—they want service that’s personal, efficient, and available when it matters most.
🏦 What Credit Unions Can Learn from Virtual Healthcare
1. Remote Service Matters—Even for Traditional Organizations
Healthcare has historically been in-person, but even hospitals now realize the value of virtual check-ins and remote monitoring. Credit unions, too, must expand beyond the walls of the branch.
How Better Lobby helps:
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Our Video Meetings Module lets members meet with loan officers or financial advisors from anywhere—just like a virtual doctor visit.
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Online Appointments and Queuing let members choose how and when to engage—giving them more control over their time.
2. Real-Time Data Enables Proactive Support
The new healthcare tool analyzes data to flag early signs of health issues. Similarly, credit unions can use real-time visit history and appointment data to anticipate needs—like whether a member is coming in to open a new account or solve a loan issue.
How Better Lobby helps:
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Our Visit History Tool gives staff instant access to a member’s past visits, services used, and preferences.
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With Cross-Selling Tracking, credit unions can follow up on services discussed, ensuring no opportunity is missed.
3. Accessibility and Flexibility Build Loyalty
In the same way that healthcare is shifting to more convenient, device-based access, members now expect credit union services to fit into their lives—not the other way around.
How Better Lobby helps:
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Our QR Code Kiosk allows members to check in with their phone, reducing wait times and enabling self-service.
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We support multiple appointment types—in-branch, video, or phone—so every member can connect the way that works best for them.
4. Security and Compliance Are Non-Negotiable
The healthcare partnership emphasizes secure, compliant data handling—a lesson every financial institution should take to heart.
How Better Lobby helps:
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All data is securely managed and fully customizable by each credit union, including permission settings, access controls, and custom branding.
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Our cloud and on-premises solutions are built for compliance and security at scale.
🧠 Takeaway: Smart Tech Isn’t Just for Hospitals
While the Cognizant-Microsoft healthcare partnership focuses on patients, the underlying principles apply everywhere:
“Use data. Be accessible. Make service personal. Deliver value where it matters.”
That’s exactly what Better Lobby empowers credit unions to do—whether your members are booking a loan appointment or checking in at a branch for help with a new account.
🔁 From Care to Credit: The Omnichannel Future Is Now
Just like in healthcare, credit unions must offer members:
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Seamless digital AND in-person service
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Intelligent systems that improve experience
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Tools that allow staff to deliver personal, informed support
At Better Lobby, we believe in humanizing the digital experience—and digitizing what used to be slow or disconnected in person. It’s not about choosing between digital or branch. It’s about creating a connected, member-first experience across every channel.
The following section is the original post from April 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
In a recent article in Technology Record magazine, there was an interesting discussion on how digital-first banking approaches can often end up causing frustration for account holders. It states that “customers’ expectations are higher than ever when it comes to digital banking, but new data from Gartner has revealed that most still prefer to connect with humans via physical and assisted channels when it comes to banking, especially for high-value transactions.”
What steps can CUs take to adopt an omnichannel strategy to cater to members who prefer human assistance for complex transactions? Perhaps the most important step is to offer appointments both in the branch and via video. Video meetings – both by appointments and unscheduled video meetings – especially help bridge digital services with human support. Offering video helps demonstrate that your CU is attentive to your members’ desires for meaningful and engaging interactions and financial discussions.
Key Takeaway: Better Lobby’s suite of omni-channel modules help to seamlessly incorporate digital and physical channels resulting in enhanced member satisfaction, as well as greater loyalty and retention.