In a nutshell 🥥 Software evaluations at banks and credit unions often drag on longer than expected. And it’s not because of red tape. It’s because of poor planning. By understanding the “planning fallacy” and setting the right foundation upfront (i.e. clarifying goals, slimming down the decision team, anticipating key questions, and engaging vendors early), banks can dramatically speed up their evaluation processes. With a clear plan and a dedicated project manager steering the effort, your FI can make faster, smarter software decisions that drive better customer experiences and stronger results.
Why Your Software Evaluation Keeps Stalling (and How to Speed it Up)
Want to run a faster software evaluation at your bank or credit union?
Well first, you have to know why things tend to take longer than expected. Yes, there are large buying committees to deal with. And yes, there’s compliance and security protocols. But the top reason (that’s within your control) is the so-called “planning fallacy,” which most of us fall prey to.
According to the fallacy, people expect things to take less time than they actually do because they don’t yet know all the steps involved. They also often don’t know what information they’ll need to make good decisions. So, they lose a lot of time on information gathering and discussions.
So, in the spirit of streamlining the (sometimes painful) software evaluation process, here are six things to know before you begin that will help you and your team make the smartest choice faster.
1. Figure Out Precisely What the Software Will Contribute to an Existing Initiative
Evaluations sometimes stall out near the finish line because the team hasn’t completed their business case. Once budget holders begin asking questions, everyone has to scramble to do more research.
Begin that research early. You’ll need to know what you hope the software will do for each department. (See Section 5 in our Buying Guide for a handy list of ideas.) Chances are, you can tie your solution to an existing initiative or goal.
Also, try diagramming on a whiteboard how that new customer or member or staff journey will go. If you can’t quite make sense of it, or you find yourself leaving gaps or big red question marks, keep asking questions until it’s clear.
For example:
Booking an Appointment With a Loan Specialist In-Branch Today
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Touchpoint
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Activity
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Feelings
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Opportunity
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|---|---|---|---|
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Step 1. Visits website.
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Searches website and only finds a phone number. Doesn’t use directory.
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Anticipation; Impatience
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Add direct booking links to website, with appointment type laid out.
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Step 2. Calls contact center.
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Waits on hold. Then told to visit a branch as agents can’t access calendars.
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Annoyance; Fatigue
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Give agents access to calendar booking systems so anyone can book.
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Step 3. Revisits branch.
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Waits in line. Learns the loan specialist isn’t in.
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Anger; Frustration; Defeat
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Have client pre-book appointment and save a trip.
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Booking an Appointment With a Loan Specialist In-Branch Using Appointment Software
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Touchpoint
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Activity
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Feelings
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Opportunity
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|---|---|---|---|
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Step 1. Visits website.
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Visits ‘find a branch’ page, selects ‘appointment’ option, and books time.
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Anticipation; Surprise; Delight
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Encourage them to do this within mobile app and other web pages.
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Step 2. Gets email reminder.
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Receives reminder day before appointment with date, time, and location.
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Impatience; Satisfaction
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Attempt to convert in-person appointment to phone or video option, if preferred.
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Step 3. Visits branch.
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Checks in, skips the line, and sees specialist. Signs loan agreement that day.
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Helped; Cared-for, Wowed
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Help agents track follow-up tasks or cross-sell opportunities in CRM.
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2. Shrink the Selection Committee to a Lean Team of Five
Decisions by committees tend to be slow. And even when institutions make a decision with a really big group, and weigh everyone’s opinions carefully, 34% still end up regretting their purchase. Which is to say, adding more people doesn’t necessarily guarantee a better decision—just a slower one.
For speed, consider using a role assignment model like RACI, short for “responsible, accountable, contributor, informed.” Use that to organize the few people who are involved, and designate only five spaces on the “responsible” team who will be the active deciders.
Those five people should represent:
- Retail
- Commercial
- Operations / CX / support
- Lending
- IT/Security
3. Run Through a List of Hypotheticals
Sometimes people get hung up on last-minute concerns that could have been discussed earlier. Like, how much training and implementation support they’ll need. Or whether or not they should (or can) sync with the Microsoft Active Directory.
Stimulate everyone’s thinking earlier with questions that drive the research forward faster. For example, you could ask your committee some of the following:
- Let’s say we suddenly purchased the software and are about to install it. What worries you most?
- Let’s say we buy it and it’s missing one important thing. What is that thing for you?
- If this is a smashing success, one year from now what will have happened?
- Let’s say it had a huge impact on client satisfaction. How will clients describe the difference?
- What are your absolute must-have items?
- What would be a non-starter for you?
- How much time can you commit to this evaluation, realistically?
You can also survey customers or members, or add a question to your annual survey: “If you could book appointments directly on our team’s calendars from any connected device, would you?” This will help suss out customer concerns to be addressed. (And prevent your committee from making assumptions.)
4. Gather Reviews, Feedback, and Questions early
Most people buying software spend 27% of their time evaluating on their own, much of it near the end, as they try to verify facts. But the earlier you conduct this detective work, the easier you make things, because you’ll be able to rule some vendors out.
For example, does a vendor not currently work with any financial institutions? You can rule it out. Does a vendor not have SOC 2 compliance, and your IT team needs that? You can rule them out.
And because good information is hard to find (77% of people say it’s their number one challenge), here are great places to start your search, in order of importance:
- Ask peers for a recommendation.
- Look at institutions you admire, and find out what they use.
- Ask in an industry forum.
- Ask your core banking vendors who they recommend.
- Look at case studies from all the software vendors.
- Ask analyst agencies, like Forrester or Gartner.
- Search online review sites like G2, Capterra, etc.
- Google potential vendors.
5. Talk to a Salesperson Sooner Than You Think You Should
Salespeople can be your friend if you let them, and they’re happy to help you research. (It’s their job!) They can narrow your search to relevant materials (like a recent analyst report), offer you questions to ask yourself, and provide insight into their differentiators from competing solutions.
That can speed things up a lot, and help you make a better choice. Gartner found that buyers who worked with a salesperson felt they made much better decisions.
6. Use a Project Manager to Run the Evaluation
No matter how hard you plan, people on the buying committee will be busier than expected. (Remember the planning fallacy?) That’s why it’s a good idea to designate an internal project manager to run your evaluation.
Potential candidates for this role could include:
- Manager/Director/VP of Service, Experience, or Relationships
- Manager/Director/VP of Retail and/or Operations
- Manager/Director/VP of Digital Innovation, Technology, or Product
A project manager can help everyone set realistic deadlines, gather and pre-digest material, nudge folks about their deadlines, and hold your software partners to account.
Ready? Set? Evaluate!
The more you know going in, the faster your evaluation can be. And with the above tips, you’ll avoid common obstacles and make the best decision possible.
Get more actionable advice. Read the full Appointment Software Buying Guide.
Frequently Asked Questions
How does AI enhance appointment scheduling and branch efficiency?
AI-powered scheduling helps financial institutions predict busy periods, optimize staffing, and recommend ideal times for high-value appointments. By learning from patterns, AI also minimizes no-shows, improves personalization, and streamlines overall branch operations.
What impact does video banking have on customer satisfaction stats and sales?
Video banking brings the human touch to digital interactions, allowing advisors to co-browse, share documents, and complete e-signatures in real time. This convenience increases accessibility and conversion rates while maintaining the trust of face-to-face service.
How can appointment scheduling support deposit growth and loan growth?
A smart scheduling system connects customers with the right advisor at the right time, driving more meaningful conversations that lead to deposit and loan conversions. Efficient scheduling also shortens wait times and strengthens follow-up engagement for higher revenue potential.
Why is queue management essential for improving CSAT and branch performance?
Modern queue management tools reduce waiting, optimize staff availability, and provide real-time updates that keep customers informed. Smoother traffic flow in-branch leads directly to higher customer satisfaction (CSAT) and operational efficiency.
What role does hybrid banking play in the customer journey?
Hybrid banking bridges digital and in-person channels, giving customers the flexibility to choose how they engage—whether through video, online booking, or in-branch visits. Appointment scheduling platforms that support this model create a consistent, connected experience across every channel.
How can financial institutions use The Great Wealth Transfer to grow relationships?
As wealth shifts to younger generations, proactive appointment strategies help banks build early trust and capture new assets. Personalized advisory sessions—backed by data—ensure high-value outreach during this pivotal transition.
How do scheduling analytics contribute to stronger CSAT and operational efficiency in banks?
Appointment insights reveal which services, advisors, and times drive the best outcomes. By turning this data into action, banks can fine-tune operations, increase staff productivity, and deliver more personalized customer experiences.