Digital adoption is growing fast, but that doesn’t mean physical branches are obsolete. They just need to work smarter and deliver a better in-person experience.
If you’re still running lobby operations with paper sign-ins, unmanaged queues, or manual handoffs, you’re missing chances to improve service and reduce friction. Your lobby is one of the first real interactions someone has with your brand and first impressions matter. That’s why you should be aiming for a frictionless branch lobby experience!
What Does a Frictionless Lobby Look Like?
It starts with visibility. Staff should know who’s waiting, why they’re there, and how long they’ve been in the queue, all without having to ask. Customers should know where they are in line and when they’ll be seen.
That’s where FMSI Lobby makes the difference. It helps you manage branch traffic in real time, streamline check-ins, and give staff the insights they need to focus on service not admin tasks. There’s no need to rebuild your branch. Just plug in tools that work.
Lobby Management Is More Than Operations
Smart lobby tools do more than cut costs and reduce wait times. They also free up your staff to engage meaningfully. When customers don’t feel rushed or lost in the process, they’re more open to deeper conversations and more likely to trust your advice. This leads to more opportunities.
Pair FMSI Lobby with FMSI Appointments to give customers the option to book ahead and skip the line. They arrive knowing someone’s ready for them. You reduce walk-ins, manage flow more effectively, and improve the overall experience.
Are You Guessing What’s Happening in Your Lobby?
Most institutions are.
Without data, it’s hard to know how well your branch is performing. How many customers walk out before being helped? What’s your average wait time? Which staff handle the most complex requests?
FMSI Lobby out of the box reporting helps you see what’s working and where to improve. With accurate insights, you can adjust staffing, optimise layout, and deliver consistent service – branch by branch, hour by hour.
This isn’t about collecting data for the sake of it. It’s about using what you already have to make informed decisions that lead to better outcomes.
Take Action
Branches aren’t disappearing any time soon. But expectations are changing. Customers want in-person service that’s just as efficient and seamless as digital. Tools like FMSI Lobby and FMSI Appointments help you deliver exactly that and without overhauling everything.
What’s your lobby telling customers today? And how easy would it be to improve that message?
