Coconut Software, a provider of 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 the next available one. This development addresses a critical challenge in financial services: ensuring that clients are paired with advisors who have the right expertise, language, and experience to meet their specific needs, thereby improving outcomes and client satisfaction.
The new feature leverages rules-based intelligence that considers factors such as expertise, language, service type, loan size, region, and lead source. This approach moves beyond traditional scheduling methods that rely on service menus and availability, giving institutions greater control over how appointments are matched. By routing each appointment to the best-equipped advisor, Advanced Matching aims to increase the likelihood of positive outcomes after every interaction, optimize the use of advisor time, and reduce operational strain.
Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on a variety of criteria, and the Advisor Capacity Multiplier, a tool that protects specialist capacity 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 replaces long service menus with a simpler, question-based booking experience that helps clients find the right service while giving institutions more control over routing.
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 launch of Advanced Matching comes at a time when banks and credit unions are increasingly focused on personalization and efficiency. By ensuring that clients are connected with the right advisor from the start, institutions can improve client satisfaction, increase cross-selling opportunities, and ultimately drive revenue growth. The feature is particularly relevant for complex financial products where expertise is crucial, such as mortgages, business loans, or investment services.
Coconut Software's platform, which includes appointment scheduling, in-branch queuing, video banking, and workforce optimization, is used by over 200 financial institutions across North America, including RBC, Mountain America Credit Union, and M&T Bank. The company's AI-powered solutions aim to unify operations, workforce planning, and customer engagement, helping institutions forecast demand and optimize staff allocation.
For financial institutions seeking to enhance their advisor-client matching capabilities, Advanced Matching offers a practical solution that balances personalization with operational efficiency. By leveraging data-driven insights, institutions can ensure that every client interaction is productive and meaningful, potentially leading to better financial outcomes for both the client and the institution.
To learn more about Advanced Matching and see it in action, interested parties can schedule a consultation at coconutsoftware.com.
