Coconut Software, a provider of Intelligent Branch Solutions for banks and credit unions, has announced the launch of Advanced Matching, a new intelligent routing feature designed to ensure clients are paired with the most suitable advisor. The solution aims to shift from the traditional 'next available' approach to a more strategic, data-driven matching process.
Advanced Matching leverages rules-based intelligence that considers factors such as expertise, language, service type, loan size, region, and lead source. This allows financial institutions to route each appointment to the advisor best equipped to serve the client and drive optimal results. The feature is built to give institutions greater control over advisor-client interactions, moving beyond basic availability and service menus.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on relevant criteria; an Advisor Capacity Multiplier that protects specialist time by directing high-value opportunities appropriately; and a simplified, question-based booking experience that reduces long service menus and enhances personalization.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the significance of the 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 introduction of Advanced Matching comes as financial institutions increasingly seek to optimize branch operations and improve cost-to-serve. By reducing misrouted appointments and rebookings, the feature aims to enhance efficiency and client satisfaction. Coconut Software serves over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union, and M&T Bank, and its platform integrates appointment scheduling, queuing, video banking, and workforce optimization.
With Advanced Matching, Coconut Software continues to evolve its Intelligent Branch Solutions, helping institutions forecast demand, allocate staff effectively, and deliver seamless customer experiences. The new feature is expected to be particularly valuable for complex or high-value client interactions, ensuring that the right advisor is available when needed.
For more information about Advanced Matching, interested parties can visit coconutsoftware.com to schedule a consultation.
