Coconut Software Launches Advanced Matching for Smarter Advisor Routing

Coconut Software, a leader in Intelligent Branch Solutions for banks and credit unions, has launched Advanced Matching, an intelligent routing feature designed to connect clients with the best-fit advisor rather than just the next available one. This innovation addresses a long-standing challenge in financial institutions where appointment scheduling often relies on basic availability, leading to misrouted appointments and suboptimal client-advisor pairings. Advanced Matching uses rules-based intelligence across factors such as expertise, language, service type, loan size, region, and lead source to ensure each client is matched with the specialist most equipped to serve them. Key capabilities include best-fit advisor routing, the Advisor Capacity Multiplier, and a simplified question-based booking experience that replaces long service menus. These features aim to protect specialist capacity, reduce wasted advisor time, and improve cost-to-serve, ultimately driving better outcomes for both institutions and clients.

Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized that Advanced Matching is a key part of how Coconut is redefining branch performance. By increasing the chance of tangible outcomes after every appointment, making better use of every advisor hour, and creating a more personalized experience without adding operational strain, the feature is poised to transform how financial institutions manage their advisor resources. Coconut Software 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 AI-powered Intelligent Branch Solutions unify operations, workforce planning, and customer engagement in one platform, helping institutions forecast demand, optimize staff allocation, and deliver seamless customer experiences. To learn more about Advanced Matching and see it in action, interested parties can schedule a consultation at coconutsoftware.com.