Rick Roy Improves Service Experience for CUNA Mutual Group

With power comes responsibility. Following his promotion in 2005 to senior vice president of customer operations at CUNA Mutual Group, former CIO Rick Roy was charged with leading the drive to improve the service experience for the company's customers, credit unions and their members.

The strategy Roy established for his customer operations group was to streamline call center, claims processing and policy administration services into one organization for efficiency and customer service effectiveness. In the first 18 months of the transformation plan, Roy's organization consolidated 40 customer operations sites into three and built a new site in Fort Worth, Texas -- accomplishments that helped earn him Elite 8 recognition in 2006.

Despite the considerable progress CUNA Mutual has made in changing people, processes and technology -- according to Roy, the carrier expects to reach its goals a year ahead of schedule -- Roy acknowledges that there still is much work to be done. In the coming year, he says, his organization will continue to transform the company's customer service model, aiming for additional process efficiencies and business value delivery.

Peggy Bresnick Kendler has been a writer for 30 years. She has worked as an editor, publicist and school district technology coordinator. During the past decade, Bresnick Kendler has worked for UBM TechWeb on special financialservices technology-centered ... View Full Bio