Financial

Case Study: Optimizing Staffing at Peak Times with LobbyCentral in a

Central Ohio Credit Union

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Background

A leading financial institution in Ohio was facing challenges in managing customer services. With a large customer base and a wide range of services, the credit union was struggling with long wait times during peak hours and inefficient staffing.

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Problem

The credit union’s traditional sign-in sheets and take-a-number systems were leading to crowded lobbies and long wait times, especially during peak hours. The lack of a centralized system made it difficult to track customer visits, measure wait times, and manage staffing efficiently.

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Solution

The credit union decided to implement LobbyCentral, a visitor sign-in software that simplifies and enhances the customer check-in experience. LobbyCentral provided a centralized platform to engage with customers through three channels: Scheduling, Check-In, and Communication.

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Implementation

The credit union rolled out LobbyCentral across all customer service departments. Customers could now schedule appointments online, reducing the need for walk-ins. On arrival, customers checked in via the LobbyCentral Kiosk, providing their name, the reason for their visit, and the department they needed to see. This information was instantly available to the relevant staff member, allowing them to prepare for the appointment and reducing wait times.

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Results

The implementation of LobbyCentral led to significant improvements in the credit union’s customer services:

1. Reduced Wait Times: The average wait time was reduced, improving customer satisfaction. The streamlined check-in process, combined with the ability to schedule appointments online, significantly cut down on wait times.

2. Efficient Staffing at Peak Times: Real-time data on peak times allowed the credit union to adjust staffing levels accordingly. This led to more efficient staffing during peak hours, further reducing wait times and improving service delivery.

3. Improved Data Collection: The credit union now had access to detailed data on customer visits, enabling them to identify trends, assess staff performance, and make data-driven decisions.

4. Enhanced Customer Experience: The reduced wait times and improved service delivery during peak hours led to a more positive experience for customers.

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Conclusion

By implementing LobbyCentral, the Central Ohio Credit Union was able to significantly reduce wait times and efficiently manage staffing during peak hours, leading to happier customers and more efficient operations. This case study demonstrates the potential of LobbyCentral as a powerful tool for financial institutions seeking to enhance their service delivery and improve the customer experience.