FM Bank Merger Report

Each version is built from a template and organized by account type within a data-mapped consumer spreadsheet. The spreadsheet includes consumer contact information and several other important fields. For customer accounts with listed email addresses, customers will receive a PDF version of the mailer via email. If an email is not confirmed as “opened,” the account will be included as part of the “To Print” list. For customer accounts with no email address listed, all accounts will be part of the “To Print” list. “To Print” mailers need to be printed and mailed to customers 41 days prior to the Go-Live date. This system sorts the data-mapped spreadsheet by ZIP Code, then prints the booklets and specific insert pages depending on the fields. Providing customers with an electronic mailer option will lower the cost per delivery. Four Videos Series of animated, branded, approximately one-minute videos. Video 1 will highlight the benefits of the merger, Videos 2, 3 and 4 will highlight challenging aspects of the merger process.

§ Video 1: “Warm & Fuzzy” – Welcome to Farmers & Merchants Bank § video 2: Debit Cards § Video 3: Routing Code § Video 4: IVR

Employee Briefings Best practices suggest briefing four separate groups:

§ All employees § All front-line employees including tellers and personal bankers § Cash management calling officer team § Private client group

The primary objective of these briefings is to create awareness and drive staff to the website for complete information. Additional Tools to Build Employee Coaching Employee coaching/training can be broken down into three groups:

§ All employees across the entire company § Front-line staff including tellers, personal bankers and telephone support personnel § Business calling officers and their support teams

CONFIDENTIAL

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JUNE 6, 2019