Overview

For credit unions, banks, lenders and other institutions that provide in-person services, it’s essential to make your referral program available not just online, but also at the branch. Extole’s In-Branch Referral Page ensures that staff can easily capture, track, and credit referrals made during face-to-face interactions when a new customer comes into the branch and tells the employee that they were referred.

What is the In-Branch Referral Page?

The In-Branch Referral Page is an Extole-hosted form designed for employees to register referrals made in-person at your branch or location. It allows your team to record referrals reliably, ensuring both the referrer and referee receive proper recognition and eventual rewards.

How It Works

1. Account Opening: The employee assists the new customer in opening a qualifying account.
2. Referral Submission: The employee accesses the In-Branch Referral Page and enters their own details (name, email, branch).
3. Customer Details: The employee collects and inputs the new customer’s information and the referring member’s email.
4. Tracking: The employee submits the form and the referral is tracked in Extole’s system.
5. Reward Fulfillment: Once the new customer completes the qualifying actions, rewards are automatically issued by Extole.

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The In-Branch Referral Page does not send rewards at the point of submission; it simply establishes the referral relationship. Referrals are valid as long as the account was opened within the previous day.

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Key Benefits

Eliminate Reward Confusion:

Reduce “Where is My Reward?” (WISMR) requests and customer frustration by ensuring referrals are properly credited from the start.

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Increase Referral Participation:

Easily attribute more word-of-mouth referrals taking place in person and get rid of pen & paper referrals.

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Gain Actionable Insights:

Track referral activity by employee and branch to reveal your best performers and optimize outreach.

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Quality Check Your In-Branch Referrals:

Extole runs standard quality checks on online referrals. By adding quality rules to your in-branch forms, we can ensure that those referrals meet the same high standards, instantly.

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Best Practices for a Successful Rollout

This type of experience is only going to be as successful as the rollout and training. Use these tips to get the most out of the In-Branch Referral Page.

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Train Your Team:

Make sure all frontline staff understand the referral program and how to use the In-Branch Referral Page. Referral Program Training One Pager available here: Credit Union RAF Training Template.pptx

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Easy Access:

Add a prominent link to the page in your account opening software or your internal network, so it’s always at your team’s fingertips.

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In-Branch Marketing:

Use posters, brochures, or digital displays to remind both employees and customers about the referral program to drive more participation and awareness.

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Get Started Today

Implementing the In Branch Referral Page is simple - chat with your CSM about getting it added to your campaigns!

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