As EVP, client services center, and CIO, Unum Provident Corp. (Chattanooga, Tenn.), Bob Best is focused on the customer. "One of the biggest changes has been embarking and transforming a portion of our business to a common customer platform," the Elite 8 2004 honoree says. "We want to take some of our capabilities that have been built and lay that over a market segment to benefit customer integration and product rationalization in an efficient way."
The transformation of the customer platform is a five-year project that involves redesigning a former Colonial Life customer administration system and connecting it to various surround systems to support broader enterprise customer processes. The key to the initiative's success, says Best, has been getting staff to buy in to the project. "It's absolutely crucial to work on keeping our team focused on achieving the same goals," Best says.
With a team of 500 developers and 250 support staff, Best concentrates on keeping his team aligned with business priorities. "It's good to see the business people and the IT folks come together," he says.
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