Coconut Software, a leader in Intelligent Branch Solutions for banks and credit unions, has launched Advanced Matching, a new intelligent routing feature that promises to transform how financial institutions connect clients with advisors. Instead of simply assigning the next available advisor, Advanced Matching uses rules-based intelligence to pair each client with the specialist best suited to their needs, based on factors such as expertise, language, service type, loan size, region, and lead source.
This launch addresses a critical challenge in the banking industry: ensuring that clients receive the most relevant advice while optimizing advisor time and resources. Traditional scheduling systems often route clients based solely on availability, leading to misrouted appointments, rebookings, and wasted advisor time. Advanced Matching aims to eliminate these inefficiencies by considering a broader set of criteria, thereby improving the cost-to-serve and enhancing the overall client experience.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on expertise, product type, experience level, language, region, and lead source. This goes beyond basic availability to ensure that clients are connected with the advisor who can best address their specific needs. Another feature, the Advisor Capacity Multiplier, protects specialist capacity by directing high-value or complex opportunities to the right advisors, reducing misrouted appointments and rebookings. This not only improves operational efficiency but also allows institutions to make better use of every advisor hour.
The feature also simplifies the booking experience for clients by replacing long service menus with intelligent, question-based booking. This helps clients find the right service quickly while giving financial institutions greater control over appointment routing. By asking targeted questions, the system can guide clients to the appropriate service and advisor, reducing friction and improving satisfaction.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the strategic importance of this innovation: “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 launch comes as banks and credit unions face increasing pressure to deliver personalized service while managing costs. Advanced Matching directly addresses this by ensuring that client-advisor pairings are optimized for both client needs and institutional efficiency. This can lead to higher conversion rates, improved client loyalty, and better utilization of specialized staff.
Coconut Software is already trusted by over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union, and M&T Bank. The company’s Intelligent Branch Solutions unify operations, workforce planning, and customer engagement in a single platform, helping institutions forecast demand, optimize staff allocation, and deliver seamless customer experiences. With Advanced Matching, Coconut Software continues to push the boundaries of what’s possible in branch performance.
Financial institutions interested in learning more about Advanced Matching can schedule a consultation at coconutsoftware.com. As the banking industry evolves, tools like Advanced Matching will be crucial for institutions seeking to stay competitive and meet rising client expectations.
