Marlborough, MA — Main Street Bank is proud to announce it has been named a recipient of an inaugural Eltropy EMERGE Excellence Award, earning The Human Connection Award for its innovative Video Connect service.
This national recognition highlights financial institutions that are redefining how banking services are delivered, combining the convenience of digital finance tools with the trust and personal connection customers expect from community financial institutions.
Bringing the Branch Experience to You
With Video Connect, customers can meet face-to-face with a Main Street Bank banker from wherever they are—whether opening an account, asking questions, or receiving personalized financial guidance. The service has reshaped how customers interact with the bank, offering greater convenience without sacrificing the personal experience they value.
For many, it feels like stepping into a branch from anywhere. Customers appreciate the flexibility, responsiveness, and ease of use, along with the genuine care they receive from the bank’s team.
“I logged into my laptop while sitting in the back of my RV parked at a truck stop on the highway in some Eastern seaboard state south of here and coordinated a wire transfer. How’s that for amazing!” says a Video Connect user of the experience banking from anywhere.
Supporting Both Personal and Business Banking Needs
Video Connect also delivers meaningful value for local businesses, allowing them to manage banking needs efficiently without interrupting their day. From everyday transactions to more complex banking services, customers benefit from a seamless, accessible experience.
“Our company has been banking with Main Street for years. We have several bank accounts and mortgages with them,” shared another client. “They have consistently been ahead of the pack when it comes to providing new services to their clients to enhance and simplify numerous types of banking services especially cash management and Video Connect.”
A Commitment to Human-Centered Innovation
“Our goal has always been to meet customers where they are without losing the personal connection that defines Main Street Bank,” said Maria L. Nephew, Virtual Branch Manager. “Video Connect allows us to bring the branch experience directly to our customers in a way that feels natural, convenient, and truly human.”
The award, presented by Eltropy at its annual EMERGE conference, celebrates organizations that demonstrate excellence in video engagement and customer experience—proving that technology can strengthen relationships rather than replace them.
“[Jason] turned what I thought was going to be an ordeal into a fun-filled learning experience!” one user says of the care combined with convenience.
“This recognition reinforces what we’ve believed from the start: digital banking doesn’t have to feel impersonal,” said Jamie Conaghan, SVP of Marketing & Digital. “Video Connect blends technology with genuine human interaction, creating a service that’s both efficient and personal.”
Experience Video Connect
Main Street Bank’s Video Connect service reflects a broader vision of using digital tools to enhance, not replace, customer relationships, making banking more accessible, responsive, and personal.
About Main Street Bank
Main Street Bank is a locally run, independent mutual savings institution serving Massachusetts and New England. They are united under a culture that strives every day to contribute to our communities by providing customer-focused, innovative products and services for individuals, families, local businesses, and community organizations since 1860, with particular attention to financial wellbeing. With branch offices in the MetroWest and north Middlesex region, Main Street Bank provides an extensive array of financial services and products for all personal and business life stages.
About Eltropy
Eltropy is the leading conversations platform for community financial institutions (CFIs). Its AI-driven communications tools help CFIs communicate, automate, improve operations and engagement, and increase productivity across the institution – all while maintaining the highest standards of security and compliance. Using Eltropy’s platform, CFIs can connect with and service their members and customers anytime, anywhere via Text, SMS, Chat, Video, and Voice – all integrated into a single platform. For more information, please visit eltropy.com.