A mid-size U.S. credit union serving more than 137,000 members across 17 branches in a major metropolitan area. Branch volume runs to roughly 2,000 member visits a week. Member loyalty is strong, which made the quality of the in-branch experience a priority worth protecting.
Banking
How a Mid-Size Credit Union Gave 137,000 Members the Power to Schedule and Lifted Branch Profitability
A mid-size U.S. credit union deployed Frontlion's in-person service platform across all 17 branches in about two months, training roughly 500 staff. Members now book ahead, check in by QR or kiosk, and wait anywhere — while dedicated appointment time lifted cross-sell and branch profitability.
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~17
Branches live in ~2 months
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<137K+
Members served
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500
Staff trained
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15
Days to pilot first two branches
What Leaders Say
Who They Are
Customer Snapshot
Members
137,000+
Branches
17 locations
Weekly Visits
~2,000
Key Services
Account opening · Lending · Notary · Consultations
The Problem
The Challenge
There was no way for a member to book ahead. A single lobby kiosk was the only way to join the line — and during the pandemic, that single high-touch device became a hygiene concern on top of being a bottleneck. 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.
- No appointment scheduling — walk-in only, unpredictable waits
- Single shared lobby kiosk — hygiene risk, no contactless alternative
- Zero real-time demand visibility — managers staffing by guesswork
- Rushed transactions — no dedicated appointment time for cross-sell
The Decision
Why Frontlion?
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: appointments and queuing in one system, multiple contactless check-in options, and real-time plus historical demand visibility.
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
The Solution
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.
Deployment
How the Rollout Worked
1
Pilot: First Two Branches
2
Full Network Rollout
3
Member Adoption Drive
Impact
Operational Challenges Solved & Results
The credit union stopped running its branches on guesswork and started running them on data. Service demand is now visible by type, time, teller, and branch. Dedicated appointment time — roughly an hour per member — gave representatives room for real conversations, and the credit union reported an increase in branch profitability driven by cross-sell.
↑ days
Branch Profitability
Increase reported, driven by cross-sell during dedicated hour-long appointment time per member.
<15
Network Standardized
One consistent member experience across all 17 branches — no single-location experiments left behind.
✓
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.