Coconut Software, a leader in Intelligent Branch Solutions for banks and credit unions, has announced the launch of Advanced Matching, an intelligent routing feature designed to connect clients with the most suitable advisor rather than simply the next available one. This development addresses a critical challenge in financial services: ensuring that clients receive specialized attention that aligns with their needs, while also optimizing advisor productivity and institutional resources.
The new feature moves beyond traditional scheduling based on service menus and availability. By leveraging rules-based intelligence that considers factors such as expertise, language, service type, loan size, region, and lead source, Advanced Matching enables institutions to route each appointment to the advisor best equipped to serve that client and drive the best outcomes. This approach not only enhances the client experience but also contributes to more efficient branch operations.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on relevant criteria rather than just availability. Additionally, the Advisor Capacity Multiplier protects specialist capacity by directing high-value or complex opportunities to the right advisors, reducing misrouted appointments, rebookings, and wasted advisor time—directly improving cost-to-serve. The feature also simplifies the booking experience by replacing long service menus with intuitive, question-based booking that helps clients find the right service while giving institutions greater control over appointment routing.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the significance of this launch: "Advanced Matching is a key part of how Coconut is redefining branch performance. 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 implications of this announcement are substantial for the banking and credit union sector. Financial institutions are under increasing pressure to deliver personalized service while managing costs. Advanced Matching directly addresses these pressures by ensuring that clients are paired with advisors who can meet their specific needs, which can lead to higher client satisfaction, increased cross-selling opportunities, and more efficient use of advisor time. Moreover, the feature supports strategic workforce planning by enabling institutions to allocate resources based on demand and expertise, potentially reducing the need for excessive staffing and lowering operational expenses.
Coconut Software's platform already includes enterprise-grade appointment scheduling, in-branch queuing, video banking, and workforce optimization. The addition of Advanced Matching strengthens its value proposition for financial institutions seeking to modernize their branch operations. Trusted by over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank, Coconut Software is well-positioned to help institutions leverage this new capability to enhance performance.
For more information about Advanced Matching and to see it in action, interested parties can schedule a consultation at coconutsoftware.com.
