Market Overview

Rockland Trust Launches Fast Online Account Opening in Response to Customer Feedback


New digital platform designed to enable bank customers to open an
account online in just 5 minutes

Rockland Trust Bank introduced a new digital platform for opening
deposit accounts online designed to enable customers to complete an
application in five minutes or less. The new platform, offered to
personal and business accounts, with options for joint accounts, was
designed to optimize Rockland Trust's online experience while growing
its digital offerings, and leveraged research conducted by Forrester.

The platform streamlines the account opening process by enabling images
needed for identification verification to be uploaded, providing for
online signature submission, and facilitating electronic document
delivery. In addition, information for existing customers can be
auto-populated into the application, providing an even quicker account
opening experience. Rockland Trust fully supports the new online account
opening process with live chat assistance and a 30-day save-and-resume
function. For more information on the new service, please click here
for personal accounts
and here
for business accounts

"At Rockland Trust we focus on building strong relationships by actively
listening to our customers' wants, needs, and desires," said Jennifer
Marino, Chief Marketing and Customer Officer at Rockland Trust. "Our new
online account opening capabilities are a direct response to what we
heard from our customer community on how we can make banking easier, as
well as the pain points identified in our prior solution from our
customer journey mapping sessions."

The desire for a faster online account opening experience was heard
among Rockland Trust's online customer community, Rockland Connects,
which currently includes approximately 1,400 consumer and business
owners. The surveys Rockland Connects members periodically receive touch
on a broad range of subjects and solicit customer feedback on various
topics such as interactions with the bank, products, and services. The
internal Rockland Trust Customer Experience Committee analyzes customer
input received through Rockland Connects and makes recommendations for
actions, be it new product introductions or product and service
improvements, in response to the feedback.

According to the March 2017 Forrester report, The Digital Banking
, by Peter Wannemacher and Jacob Morgan: "Empowered
customers are seeking better, personalized experiences." Earlier in the
report, they note that, "to win in the age of the customer, [banks] must
deliver compelling, engaging experiences for customers that meet or
exceed their expectations … by understanding customers' underlying
needs, [banks] can reposition and extend how [they] add value for them."

Debra Smith, Rockland Trust's Director of Banking and Digital Operations
noted, "Today's consumers have come to expect a certain ease in their
e-commerce experience and we're delighted to deliver an account opening
process that is simple and convenient."

The new online account opening platform augments Rockland Trust's
existing suite of digital banking services that include online and mobile
for consumers and businesses with fingerprint and face ID
login, easy alert notification capability, text banking, electronic bill
payment services, as well as mobile deposit capabilities. The Bank also
offers mobile
access with Apple Pay®, Google Pay, and Samsung
Pay; and CardSwap,
which allows customers to update all in one click their payment
information for the services they use. In addition Rockland Trust
provides customers with added protection for their debit cards through
the SecurLock
app, which includes features such as the ability to lock or unlock their
debit card for purchases, select geographic locations where their card
can be used, and set transaction spending limits.

About Rockland Trust

Independent Bank Corp. (NASDAQ Global Select Market: INDB) is the
holding company for Rockland Trust Company, a full-service commercial
bank headquartered in Massachusetts. Named in 2018 to The Boston Globe's
"Top Places to Work" list for the 10th consecutive year, Rockland Trust
offers a wide range of banking, investment, and insurance services.
Rockland Trust serves businesses and individuals through approximately
100 retail branches, commercial and residential lending centers, and
investment management offices in eastern Massachusetts, including
Greater Boston, the South Shore, the Cape and Islands, as well as in
Worcester County and Rhode Island. Rockland Trust also offers a full
suite of mobile, online, and telephone banking services. Rockland Trust
is an FDIC member and an Equal Housing Lender. To find out why Rockland
Trust is the bank "Where Each Relationship Matters®", please visit

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