Insight

As the “uncarrier,” T-Mobile aspires to change wireless for good — providing the connectivity and services that matter to their customers and the world.

Salesforce is seen as essential to T-Mobile’s ability to create a competitive advantage. IBM Services® for Salesforce has been T-Mobile’s strategic Salesforce consulting partner helping them deploy and optimize Salesforce cross-cloud (Sales Cloud, Pardot, Marketing Cloud and Service Cloud).

T-Mobile continues to take advantage of IBM’s greater depth and breadth of capabilities to create extraordinary customer moments and digital experiences.

IBM Services for Salesforce helped make every interaction streamlined and efficient.

Bob Bird, Senior Manager, Salesforce Operations

Idea

Working with IBM Services for Salesforce, T-Mobile has embarked on a number of Salesforce initiatives aimed at empowering employees. Recent transitions to Salesforce Sales Cloud Lightning and Field Service Lightning have streamlined sales and services processes within T-Mobile for Business, and across more than 5,000 retail stores nationwide.

T-Mobile has created a complete office solution on Salesforce, including credit processing workflow, end-to-end configure, price, quote functionality and contract lifecycle management. More recently, IBM Services is supporting a migration to Vlocity’s industry cloud for innovation and to accelerate ongoing platform growth.

In addition, the team is using Einstein Analytics to help guide sales reps to high-probability accounts and opportunities while flagging at-risk accounts.

Impact

T-Mobile has continually leveraged emerging features across Salesforce Clouds and products to deliver innovation to its employees and customers.

T-Mobile’s sales reps can now create orders, receive approvals and close deals on the spot. With Sales connected to Operations, Legal and Finance, the T-Mobile sales process went from 120 clicks down to just eight, and sellers are now free to spend more time interacting with their customers.

The Lightning solution has dramatically changed the retail store experience as well, giving customers the ability to make insight-driven appointments on their mobile devices, which incorporate store wait-times, availability of specialists, and even an option to virtually stand in line. Einstein Analytics paired with mobile enablement is giving T-Mobile unprecedented insights into their business.

  • 93% fewer clicks in the sales process
  • 7 hours saved a week for sales reps
  • 85% faster renewals process

Case studies

Royal Bank of Scotland

IBM and RBS have co-created an AI-powered, cloud-based platform that empowers mortgage call center employees with real-time digital mortgage support for home buyers.

Volkswagen

“Volkswagen realized that we want to create the mobility ecosystem of the future but we can't do this alone. We need strong partners for this.”

Christoph Hohmann
Head of Customer Engagement & Communication, VW

Frito-Lay North America

See how this snack-industry leader focuses on customer experiences and uses continuous innovation to drive impactful digital transformation.

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