Facility Solutions: Smartphones support branch performance

Automated scheduling and texting can enhance personal interactions.

Branches are expensive to develop and operate. Credit unions should work to understand performance per square foot, which aims to quantify the use of and return on each square foot of space. A physical factor is the percentage of space used for member contact in comparison to back office operations. We find many legacy branches have a ratio of 65 percent to 35 percent, while new branches should enjoy an 85/15 ratio. Other useful ratios report deposit and loan dollars per square foot or the number of members served.

Many branches are designed with space for conferencing. Often these conference spaces are underutilized; it is not uncommon for large conference rooms or community rooms to be in use only 5 percent of the time. This is a waste, especially with new technology available to substantially increase use per square foot and enhance member and community engagement and help build credit union awareness and growth in the bargain.

Smarter scheduling can help with this. Symitar, a leading provider of technology solutions and payment processing services, recently introduced Appointment 365. This scheduling tool enables credit union members and staff to book appointments from their phone or computer. Both members and nonmembers can use this tool by visiting a credit union’s website and then setting up an on-site meeting to open an account, apply for a loan, resolve an issue or get advice.


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