T-Mobile

Answering the call for incredible customer experiences.

T-Mobile leverages Webex to improve collaboration and deliver incredible customer experiences, while securing their spot as one of America’s leading wireless providers with 104.8 million customers.

Team member in a headset works at a laptop.

T-Mobile, a top wireless provider and 5G leader.

T-Mobile, one of America’s leading wireless providers, offers the largest, fastest 5G network in the nation, while priding itself on providing customers with an amazing service experience.

Two people look at a mobile phone that's on display in a large sunny room.
Approximately 75,000 employees The T-Mobile team includes approximately 75,000 full-time and part-time employees across network, retail, administration, and customer support.
104.8 million customers With over 104 million customers, T-Mobile is the nation’s fastest-growing wireless provider.
$68.4B total revenue The company earned $68.4 billion in total revenue in 2020.
First and largest nationwide 5G network T-Mobile leads in 5G coverage and speed.

T-Mobile’s transformation at a glance.

  • T-Mobile teams struggled to communicate, collaborate, and get work done in a hybrid world.

    They experienced productivity losses due to issues with their existing collaboration technology and difficulties setting up virtual meetings.

    They needed a new solution to efficiently stay connected across their large hybrid team.

  • T-Mobile needed to deliver excellent customer experiences in a highly competitive market.

    To continue meeting this goal, they had many hurdles to overcome, including:

    • Managing customer support across multiple channels.
    • Achieving consistent call routing.
    • Transitioning thousands of agents to fully remote work.
  • Webex created an intuitive, reliable collaboration experience for all, whether at home or in the office, with integrated calling, video conferencing, messaging, and devices.

    Webex allowed T-Mobile to:

    • Exchange their web of collaboration devices and software from various vendors for one unified collaboration solution.
    • Decrease average meeting setup time from 5-15 minutes to just seconds, dramatically increasing productivity.
    • Scale to meet increased demand with number of Webex meetings per week rising from 1,300 to almost 100,000 (as of July 2020).
  • Webex contact center solutions keep customers connected, regardless of where agents are working, helping deliver the best customer service.

    With Webex, T-Mobile was able to:

    • Fine-tune routing to ensure the right calls were going to the right agents.
    • Increase customer base from approximately 74 million to 104.8 million.
    • Decrease agent attrition rate from 42% to 22%.
    • Decrease churn rate from 2.5% to 0.78%.
  • Webex App

  • Webex Devices

  • Meraki products

The Business Challenge

Intuitive collaboration and incredible customer service.

T-Mobile knows that delivering incredible customer service is critical for growing and retaining their customer base. They needed next-generation collaboration and contact center solutions that would enable them to stay at the top of their game.

  • Delivering exceptional customer experiences

    Just as T-Mobile customers expect their mobile calls to be flawless, they also expect amazing experiences when they contact T-Mobile customer service. However, difficulty managing customer support across multiple channels and struggles with inconsistent call routing made it challenging for the T-Mobile team to deliver on this promise. With the shift to remote work, T-Mobile customer support agents faced even more challenges.

  • Bringing a hybrid team together to do great work

    In customer support and beyond, T-Mobile's large, geographically dispersed team needed to easily collaborate anytime, anywhere. And, with their merger with Sprint, they had many new colleagues to onboard and connect with, making seamless communication difficult, but all the more essential.

  • Achieving maximum productivity with a reliable collaboration solution

    T-Mobile’s collaboration experience was anything but seamless. The hybrid team regularly spent 5-15 minutes each meeting just getting connected, navigating a complex web of cameras, speakers, screens, projectors, and phones from various vendors. They wanted an efficient, integrated system that they could easily manage.

The Solution

Supercharging connection, delighting customers.

Webex gave T-Mobile a single, intelligent solution to collaborate and stay connected with their customers.

  • A unified collaboration experience for hybrid teams

    One collaboration suite, purpose-built for hybrid work
    With Webex, T-Mobile now has one easy-to-use app to call, meet, message, and get work done.

    Integrated collaboration devices
    The T-Mobile team replaced their patchwork of collaboration devices in their conference rooms with Webex devices which provided a high-quality, integrated collaboration experience so meetings started faster and everyone could easily participate.

    Modern, intuitive meeting experiences
    Instead of struggling with tech for 5-15 minutes every meeting, T-Mobile employees now easily get connected in seconds.

    Inclusive real-time collaboration
    All employees can participate equally and make their voice heard with robust video conferencing features like reaction emojis, interactive polling, and immersive screen sharing.

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  • Delightful customer service with a next-generation cloud contact center

    Intelligent contact center platform
    With Webex Contact Center, T-Mobile gained access to an intelligent contact center platform that helped them deliver amazing customer experiences.

    Equipping a remote workforce
    T-Mobile rapidly moved 12,000 agents to fully remote work and enabled them to continue collaborating safely while helping customers during a time of great uncertainty.

    Improved call routing for streamlined customer experiences
    T-Mobile fine-tuned call routing to make sure each customer was efficiently connected with the right agent.

    Increased efficiency boosts customer satisfaction
    Webex also allowed T-Mobile to pair customers with agents based on availability, rather than geography. The result? Increased efficiency and a significant boost in customer satisfaction.

    Decreased agent attrition
    After moving to Webex, T-Mobile also saw agent attrition drop from 42% to 22%.

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