In this article
Scenario
Your organization employs the Universal Banker Model (UBM) at some, or all, of your branch locations. You want to understand how your organization can get the most of Coconut’s Lobby feature while also employing your new branch experience.
Suggestion
Leverage Lobby to support your use of the UBM by applying it in the way that best fits your organizational needs. Although Lobby may not serve its traditional purpose in your new branch experience, it can still be utilized to improve your client/members’ experience while also supporting your organization in achieving its goals.
Read on for inspiration on how you can best use Lobby to further enhance your clients/members’ experience under the UBM.
Where to begin?
Track walk-ins
Lobby can be leveraged to track walk-ins in Coconut in the absence of traditional workflows. Adding and starting a walk-in engagement in Coconut is fast and easy, and won’t slow down an advisor’s workflow, enabling them to continue providing excellent service while also tracking non-appointment based client/member interactions. This ensures visibility into branch activities that may previously have been a blind-spot.
Virtual queue
With the UBM, there is an absence of a traditional teller line. This can be confusing to clients/members who want to know where they are in the queue (and how long they might have to wait). Lobby allows incoming client/members to enter a virtual queue self-serve through a lobby tablet or QR code, or book an appointment to come back at a later date if the branch seems busy.
Lobby TV
With Lobby TV clients/members will also have visibility into how many people are ahead of them in the queue. Depending on whether your branches have greeters or not, you want clients/members to know what to expect when they walk into a busy branch without your organization having to sacrifice any aspects of the UBM.
Additional resources
For more information on setting up and using Lobby, please refer to this overview.