Coconut Software, a leader in Intelligent Branch Solutions for banks and credit unions, has announced the launch of Advanced Matching, a new intelligent routing feature designed to connect clients with the best-fit advisor rather than simply the next available one. This announcement marks a significant step in the evolution of advisor-client matching within financial institutions, aiming to enhance both client satisfaction and operational efficiency.
Advanced Matching leverages rules-based intelligence across a variety of factors, including expertise, language, service type, loan size, region, and lead source. This enables institutions to route each appointment to the advisor most capable of addressing the client's specific needs, thereby increasing the likelihood of positive outcomes. The feature replaces traditional long service menus with a more intuitive, question-based booking experience, allowing clients to find the right service while giving institutions greater control over appointment routing.
Key capabilities of Advanced Matching include best-fit advisor routing, which goes beyond basic availability to consider factors such as product type, experience level, and region. This ensures that clients are directed to specialists who can provide the most relevant assistance. Additionally, the Advisor Capacity Multiplier feature protects specialist capacity by directing high-value or complex opportunities to the appropriate advisors, reducing misrouted appointments, rebookings, and wasted advisor time. This directly contributes to lowering the cost-to-serve and optimizing the use of advisor hours.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the strategic importance of this launch. "Advanced Matching is a key part of how Coconut is redefining branch performance," he said. "It helps institutions increase the chance of tangible outcomes after every appointment, make better use of every advisor hour, and create a more personalized experience—without adding operational strain."
The introduction of Advanced Matching comes at a time when financial institutions are increasingly focused on personalization and efficiency. By ensuring that clients are paired with the right advisor from the start, institutions can improve client engagement, foster stronger relationships, and potentially drive revenue growth. This is particularly critical in a competitive landscape where customer experience is a key differentiator.
Coconut Software's platform is trusted by over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank. The company's Intelligent Branch Solutions unify operations, workforce planning, and customer engagement, using AI-driven insights to forecast demand, optimize staff allocation, and deliver seamless customer experiences. With Advanced Matching, Coconut continues to build on its commitment to helping financial institutions optimize branch performance and enhance client interactions.
Financial institutions interested in learning more about Advanced Matching can schedule a consultation at coconutsoftware.com to see the feature in action and explore how it could benefit their operations.
