Case Study: T-Mobile improves customer experience and cuts order fallouts with Ericsson AI and IT Operations

T-Mobile US and Ericsson complete massive migration in record time with 100% success rate

T-Mobile, working with Ericsson, faced a major challenge in its order fulfillment process: up to 17% of orders were falling out across a highly complex, multi-vendor environment with more than 140 applications spanning CRM, order management, and activation. Ericsson addressed the issue using its Business and Operations Support Systems (BSS/OSS) services, with AI and machine learning to improve visibility and diagnose problems across the end-to-end order flow.

Ericsson implemented a three-phase approach—Assess, Solve, and Improve—using anomaly detection and closed-loop automation to identify patterns, predict issues, and resolve them proactively. The results were significant: order fallouts were reduced by 95%, time to identify issues dropped by 90%, and order-to-activation was shortened to 5 minutes or less for almost every order, helping T-Mobile deliver a better customer experience.

T-Mobile

Salim Kouidri

Senior Director of Engineering & Operations