Coconut Software, a provider of Intelligent Branch Solutions for banks and credit unions, has unveiled Advanced Matching, an innovative routing feature designed to pair clients with the most suitable advisor rather than just the next available one. This launch marks a significant step in optimizing advisor-client interactions and improving overall branch performance.
Advanced Matching leverages rules-based intelligence that considers a variety of factors such as expertise, language, service type, loan size, region, and lead source. This ensures that each appointment is directed to the advisor who is best equipped to address the client's specific needs, thereby increasing the likelihood of positive outcomes. The system moves beyond traditional service menus and availability, giving institutions greater control over how advisors are matched with clients.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on relevant criteria, and the Advisor Capacity Multiplier, which protects specialist time by directing high-value or complex opportunities to the right advisors. This reduces misrouted appointments and rebookings, directly improving cost-to-serve. Additionally, the feature simplifies the booking experience by replacing lengthy service menus with intelligent, question-based interactions that help clients find the right service while maintaining institutional control over routing.
Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the transformative potential of Advanced Matching. "Advanced Matching is a key part of how Coconut is redefining branch performance," Bullock 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 seeking ways to enhance customer experience while optimizing operational efficiency. By leveraging AI-driven insights, Coconut Software aims to help banks and credit unions forecast demand, optimize staff allocation, and deliver seamless customer experiences. This aligns with the company's broader mission to unify operations, workforce planning, and customer engagement in a single platform.
Coconut Software's solutions are 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 focus on intelligent branch solutions underscores its commitment to driving stronger branch performance and revenue growth for its clients.
For more information about Advanced Matching and its capabilities, interested parties can schedule a consultation at coconutsoftware.com. As financial institutions continue to navigate the evolving landscape of customer expectations, tools like Advanced Matching are poised to play a crucial role in shaping the future of advisor-client relationships.
