Case Study: CUNA Mutual Group achieves streamlined ITSM, 50% cut in compliance reporting and $700/day savings with Cherwell Software

CUNA Mutual Group - Customer Case Study

CUNA Mutual Group, a leading insurance, financial services and technology company, faced a legacy ITIL system that was hard to maintain and modify, which diverted IT staff from innovation and responsive customer service. As the organization moved to Agile delivery, the ITSM team needed a simplified, codeless and highly customizable ITIL implementation and automated compliance reporting.

By adopting Cherwell’s low‑code platform, CUNA Mutual rolled out a new IT portal, integrated Bomgar chat, and automated compliance reporting—doubling chat volume in six months, cutting compliance reporting workload by 50% for four full‑time employees, and replacing daily IT meetings with a dashboard that saves about $700/day. The changes delivered faster support, higher internal customer satisfaction, increased IT productivity, and ongoing automation initiatives.

CUNA Mutual Group

Elliott Peach

Service Management Engineer