Case Study: T-Mobile Netherlands achieves faster, better customer service with Atos and Salesforce

Delivering standout omnichanel customer experiences while enabling efficiency and business growth

T-Mobile Netherlands, one of the largest telecom operators in the Netherlands, wanted to create a stronger omnichannel customer experience while improving efficiency and supporting business growth. To do this, the company worked with Atos to replace a complex multi-system environment and better understand customer needs across both business and consumer touchpoints.

Atos implemented a large-scale Salesforce solution to deliver an end-to-end customer journey from sales through service and care. The new platform for 1,000+ agents and sales advisors across offices and shops led to higher right-first-time responses, processing times dropping from days to minutes, and improved staff satisfaction with shorter training times.

T-Mobile Netherlands

Cristina Petcu

Director IT