CUNA Mutual Group Transforming Their Customer Operations

According to Tom Gosnell of CUNA Mutual, their customers have spoken and they are listening. They discovered that their customer operations were not consistent which was making it tough to get things accomplished. They also say that it is difficult to get more than one product from the company without it being a hassle.

According to Gosnell they are making many changes. They are using three integrated customer care centers instead of many others, so that they are all following the same script and helping customers the exact same way. They are trying to adapt to the way their customers say they want to do business, instead of how the company wanted to do it before.

They are also working with their customers to see how they can help them with all of their processes. Gosnell says that if someone calls in and wants to process an auto loan they can. But before the changes, they might be able to process the car loan, but getting insurance for that auto loan was a whole other process. Now, they can get the auto loan and the insurance for the auto loan all in one place.

They say that by making these changes, auto loans, claims, everything will be streamlined and people will find that working with them and their joint credit union will make their days easier and brighter. He says that his job as CIO is to challenge the status quo and their existing business model, and come up with something that is much better for not just their customers but for their employees as well.

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