Credit union members can now book appointments with branch employees online, thanks to a new workforce management software program.
San Francisco based Better Branches already offers software called the Branch Appointment Calendar to help credit union's manage their branch workflow and traffic and improve branch ROI, the company said. The new Mobile Appointment Booking Tool Module will allow credit unions to offer their members the same ability over mobile and web channels, the company said.
"[M]embers of all ages have access to mobile devices and the Appointment Booking Tool allows them to quickly choose the visit topic, branch location and specific staff member to help them with their need," said Rick Poulton, president of Better Branches, when announcing the new module. "We are convinced that the importance of providing easy access to one-on-one appointments with staff will only grow as members increase their use of mobile devices to manage their finances and organize their lives."
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In an interview with CU Times, Poulton explained credit unions will be able to direct members to the appointment platform through a link in their mobile banking or online banking site. Once there, the tool will direct members to the representative that can help them.
Clicking on the name and photo of the staff member will bring up his or her appointment availability and let the member select an appointment date and time. Once the member makes the appointment, he or she receives a list of documents to bring or steps to prepare.
"A significant number of credit union appointments wind up needing to be rescheduled because members don't bring the right documents they need to open an account, obtain or loan or take care of something else," Poulton said.
Pointing to the way Apple schedules technical support sessions in its stores, Poulton explained the ability to make online appointments has been a feature in different retail venues for some time, and consumers are getting used to the idea of scheduling a time with a customer service or technical support representative.
"It's a very new idea in financial services, but Americans are getting more used to it in retail and other operations," Poulton added.
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