Case Study: T‑Mobile achieves a 20% increase in in‑store transaction closures with DocuSign

T-Mobile launches a mobile phone revolution with the help of DocuSign

T‑Mobile set out to upend the mobile‑carrier experience with its Un‑Carrier Revolution, but in‑store sales were held back by confusing fees, long contracts and heavy paperwork — most financing agreements ran 50+ pages, required state‑specific language, and had to meet Truth in Lending Act requirements while still being practical on mobile devices.

By integrating DocuSign eSignature and Responsive Signing with its Oracle middleware and in‑store iPads, T‑Mobile automated document selection, signing, provisioning and filing to eliminate paper and ensure compliance. The result: checkout times fell by about two minutes, in‑store transaction closure rates rose 20%, and customer satisfaction (retail NPS) improved.

T-Mobile

Cody Sanford

CIO