Banking
A mid-size U.S. credit union deployed Frontlion's in-person service platform across all 17 branches in about two months. Members now book ahead, check in by QR or kiosk, and wait anywhere — while dedicated appointment time lifted cross-sell and branch profitability.
17
Branches live in ~2 months
137K+
Members served
2K
Branch visits per week
500+
Staff trained
<15
Days to pilot first two branches
What Leaders Say
Who They Are
The customer is a mid-size U.S. credit union serving more than 137,000 members across 17 branches in a major metropolitan area. Like most credit unions, its value proposition rests on member relationships and high-touch, in-person service: account openings, lending, notary services, and member consultations handled at the branch.
Branch volume runs to roughly 2,000 member visits a week, and member loyalty is strong, which made the quality of the in-branch experience a priority worth protecting.
The Problem
The credit union’s members valued the institution, but the branch experience carried real friction. There was no way for a member to book ahead. Opening an account, applying for a loan, or handling a notary meant walking in and hoping for a short wait. On busy days the lobby filled up and the wait was unpredictable, and staff could not give a reliable estimate because they did not have the data to produce one.
Check-in compounded the problem. A single lobby kiosk was the only way to join the line: a member typed in a name and waited to be called. During the pandemic, that single high-touch device became a hygiene concern on top of being a bottleneck, with no contactless alternative.
Operationally, branches were working blind. If fifteen members arrived needing loans and only one lending representative was on shift, that was both a frustrating member experience and a missed revenue opportunity, and leadership had no demand data to staff against. The credit union needed a way to let members book ahead, give them transparency into wait times, relieve lobby congestion, and give branch managers the data to staff to real demand rather than guesswork.
The Decision
The credit union needed a platform that could go live consistently across all 17 branches and be adopted quickly by a workforce of roughly 500 — not a single-branch experiment. Three requirements drove the decision:
Appointment + Virtual Queue in One System
Booked visits and walk-ins managed together in a single flow — no split system, no double-booking.
Multiple Contactless Check-In Options
QR code, kiosk, and mobile — replacing the single shared device and meeting members on their preferred path.
Real-Time + Historical Demand Visibility
Branch and regional managers see demand by type, time, teller, and branch — staffing decisions become data-driven, not reactive.
Hands-On Support & Phased Rollout
Low-risk deployment with pilot branches first — teams had real sandbox experience before network-wide go-live.
How It Works
FrontLion deployed its in-person service platform across all 17 branches, giving the credit union one consistent way to manage in-person member service and giving members several easy ways to be seen.
Book in seconds, arrive to a match.
ExploreJoin by QR, kiosk, or text; wait anywhere.
ExploreTwo-way SMS, WhatsApp, RCS, and email.
ExploreThe console where routed work arrives.
ExploreService, wait, and outcome becomes a record.
ExploreLive oversight and one-tap response.
ExploreDeployment
Pilot: First Two Branches
Live in under 15 days. Sandbox training let staff role-play as both member and representative before go-live.
Full Network Rollout
All 17 branches live over approximately two months. ~500 staff trained. Later branches onboarded faster.
Member Adoption Drive
Website, mobile ads, newsletter, and register receipts. Adoption ran ahead of expectations — including among older members.
Impact
The headline operational change: the credit union stopped running branches on guesswork and started running them on data. Service demand is now visible by type, time, teller, and branch — managers staff to the numbers rather than reacting after the lobby fills.
↑
Branch Profitability
Increase reported, driven by cross-sell during dedicated hour-long appointment time per member.
17 branches
Network Standardized
One consistent member experience across all 17 branches — no single-location experiments left behind.
<15 days
Pilot Speed
First two branches live without disrupting daily member service — proof the platform can move fast.
✓
Freed From Lobby
Members now wait in the car, run an errand, or grab a coffee — then return when called.
✓
Data-Driven Staffing
Demand visible by service, time of day, teller, and branch — reactive guesswork eliminated.
✓
Adoption Exceeded Expectations
QR + kiosk + text gave every member a comfortable path — including older members, the credit union's biggest worry.
Learn how Frontlion can help your organization improve customer experience, operational efficiency, and real-time visibility across your in-person service operations.
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Certain customer testimonials, case studies, metrics, and other historical content on this website were originally created or provided when the company operated under the Qtrac brand. In some instances, brand references and minor editorial elements have been updated to reflect the Frontlion brand. Unless otherwise indicated, these updates do not materially change the substance or intent of the original content. Frontlion is a brand of Qtrac, Inc.
