Coconut Software Introduces Advanced Matching to Optimize Advisor-Client Pairing

Coconut Software, a leader in Intelligent Branch Solutions for banks and credit unions, has launched Advanced Matching, a new intelligent routing feature designed to connect clients with the most suitable advisor rather than simply the next available one. The announcement, made on August 13, 2026, marks a significant enhancement to the company's appointment scheduling capabilities, aiming to transform how financial institutions manage advisor-client interactions.

Advanced Matching leverages rules-based intelligence across a range of criteria, including expertise, language, service type, loan size, region, and lead source. This allows institutions to route each appointment to the advisor best equipped to serve the client and drive optimal outcomes. By moving beyond basic availability, the feature addresses the growing need for personalized service in the banking sector.

Key capabilities of Advanced Matching include best-fit advisor routing, which matches clients to specialists based on relevant factors instead of just availability. Additionally, the Advisor Capacity Multiplier protects specialist capacity by directing high-value or complex opportunities to the right advisors while reducing misrouted appointments, rebookings, and wasted advisor time. This directly improves cost-to-serve and operational efficiency.

Furthermore, Advanced Matching simplifies the booking experience by replacing long service menus with intuitive, question-based booking that helps clients find the right service while giving institutions greater control over appointment routing. This approach not only enhances client satisfaction but also ensures that advisors' time is utilized effectively.

Dave Bullock, Chief Product & Engineering Officer at Coconut Software, emphasized the 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 of Advanced Matching comes as financial institutions increasingly seek to differentiate themselves through superior customer service. By ensuring that clients are paired with the right advisor, banks and credit unions can improve client retention, increase cross-selling opportunities, and enhance overall satisfaction. This is particularly crucial in a competitive landscape where personalized service is a key differentiator.

Coconut Software, trusted by over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union, and M&T Bank, continues to innovate with AI-powered Intelligent Branch Solutions. These solutions unify operations, workforce planning, and customer engagement in one platform, helping institutions forecast demand, optimize staff allocation, and deliver seamless customer experiences. With Advanced Matching, Coconut Software strengthens its position as a leader in branch performance optimization.

To learn more about Advanced Matching and see it in action, schedule a consultation at coconutsoftware.com.