Case Study: Rockland Trust achieves rapid digital customer engagement with Agent IQ

Transferring award-winning customer experience to the digital world

Rockland Trust, a $20 billion financial institution renowned for its award-winning customer service, sought a digital solution to extend its personalized in-branch experience to the online and mobile world. They partnered with the vendor Agent IQ to implement a service called YourBanker, integrated within their existing Q2 digital banking platform.

Agent IQ's solution enabled customers to select and maintain an ongoing, asynchronous chat relationship with a dedicated personal banker directly through the bank's app. This integration provided a seamless, secure experience without requiring a separate login. The results were exceptional, with the service reaching over 10,000 customers in just 45 days without any marketing, far exceeding initial targets. Rockland Trust also gained valuable insights from the Agent IQ platform into customer needs, identifying new opportunities for product engagement.

Rockland Trust

Patrick Myron

Senior Vice President