CUSTOMER SPOTLIGHT

Rockland Trust Uses AlertMedia to
Ensure Business Continuity During Inclement Weather

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Transparency

Keeps employees informed and up to date, reinforcing the organization’s culture of trust and transparency

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Customer Service

Ensures employees are always aware of rapidly developing situations so they can provide excellent customer service

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Safety

Improves employee safety and preparedness during potentially dangerous events such as winter storms

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Continuity

Maintains vital business operations in the event of disruption caused by severe weather, IT outages, and facility emergencies

Industry
Financial Services

Locations
100

Employees
1,200

Products
Emergency Communication Software

Primary Uses
Emergency, Business Continuity, Inclement Weather

Rockland Trust Company, a full-service commercial bank headquartered in Massachusetts, offers a wide range of banking, investment, and insurance services. Serving over 250,000 individuals, families, and businesses, Rockland Trust has approximately 100 retail branches, commercial lending centers, and investment management offices throughout New England.

Named in 2019 to The Boston Globe’s “Top Places to Work” list for the eleventh consecutive year, Rockland Trust attributes its more than 100 years of stability and consistent profitability to its commitment to investing in employees. With a values-based culture, transparency is central to how the organization communicates with its 1,200 employees.

When unexpected and potentially disruptive events such as winter storms and IT outages occur, Rockland Trust relies on AlertMedia’s emergency communication software to keep employees informed. With AlertMedia’s multi-channel, two-way communication capabilities, Rockland Trust can keep employees safe and connected, maintain excellent customer service, and ensure business continuity.

Manual call trees were prone to misinformation and long delays during critical events

As told to AlertMedia by Lawrence Robert, VP of Business Continuity & Risk Management at Rockland Trust.

In New England where Rockland Trust is based, powerful winter storms and nor’easters can easily disrupt businesses for days at a time. To ensure employee safety and minimize the impact on business operations, Rockland Trust needed a way to effectively communicate with employees during severe weather and other unforeseen events.

Prior to AlertMedia, Rockland Trust communicated with its people during critical events using manual call trees. This outdated method of communication, however, was prone to misinformation and long delays. And in rapidly developing emergency situations, the event status often changed before the call tree even reached its last branch. To quickly and reliably share time-sensitive information with employees during critical events, Rockland Trust knew it needed a modern emergency communication solution.

Adds Lawrence Robert, Rockland Trust’s Vice President of Business Continuity and Risk Management, “Communication is the key to any disaster recovery program. You can have the best technicians in the world recovering the business, but it doesn’t matter if you are not communicating effectively.”

“Communication is the key to any disaster recovery program. You can have the best technicians in the world recovering the business, but it doesn’t matter if you are not communicating effectively.”

Intuitive design and robust communication features save valuable time in emergency situations

When a disaster happens, organizations must focus their attention on minimizing the impact to their customers and employees. Organizations simply can’t spend precious time shifting gears to accommodate a communication tool that isn’t easy to use. That’s why choosing a user-friendly emergency communication solution was a key priority for Rockland Trust.

After an evaluation and detailed analysis of several different emergency communication vendors, Rockland Trust selected AlertMedia. The intuitive, user-centric design not only saves critical minutes in emergency situations, but also improves the user experience and drives internal adoption across the company.

Adds Robert, “AlertMedia is so simple, anybody could learn how to use this platform in a matter of minutes. Many of the solutions we evaluated alongside AlertMedia seemed to be designed only for people comfortable with technology—and you could see that reflected in the complexity of the interfaces.”

“AlertMedia is so simple, anybody could learn how to use this platform in a matter of minutes. Many of the solutions we evaluated alongside AlertMedia seemed to be designed only for people comfortable with technology—and you could see that reflected in the complexity of the interfaces.”

With AlertMedia, Rockland Trust can securely send messages to employees across multiple channels, including text message, email, voice call, and mobile app push. Administrators can react quickly no matter where they are, sending and receiving messages directly from AlertMedia’s full-featured mobile application.

Ready-to-use, pre-built notification templates and the ability to easily segment messages by branch location ensure employees only receive relevant, targeted notifications. AlertMedia’s event page functionality also allows the organization to consolidate all storm-related messages, Q&As, and helpful resources on one page that employees can use to check for updates.

With multiple personnel involved in making decisions about branch closures and delayed openings during severe weather events, AlertMedia’s two-way messaging capabilities have also been a valuable feature for Rockland Trust’s Crisis Management Team. Using the software, the team can easily initiate conference calls, capture feedback through surveys, and enable read receipts and “need help” requests. With AlertMedia, Rockland Trust can facilitate a two-way dialogue and accelerate decision-making during critical events.

Improving employee safety, providing a positive customer experience, and maintaining business continuity

During one recent major storm, many of Rockland Trust’s retail branches had no power or internet connectivity, and employee residential power was in question as well. With AlertMedia’s multi-channel, two-way communication capabilities, the organization was able to ensure message deliverability, keeping employees safe and up to date.

While the organization purchased AlertMedia to primarily communicate with employees about storm-related outages and closures, the software has been used for a wide range of critical events. Most recently, Rockland Trust used AlertMedia to share COVID-19 updates with employees. AlertMedia allows the organization to protect its people, ensure a positive customer experience, and maintain business continuity during any emergency situation.

Adds Robert, “As a financial services institution, the ability to communicate when disaster hits is vital to minimizing risk and customer impact. With AlertMedia, we can securely, easily, and quickly connect with employees to keep our operations running smoothly.”

“As a financial services institution, the ability to communicate when disaster hits is vital to minimizing risk and customer impact. With AlertMedia, we can securely, easily, and quickly connect with employees to keep our operations running smoothly.”

Keep your employees safe, informed, and connected with AlertMedia.

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Keep your employees safe, informed and connected with AlertMedia.