Case Study: T-Mobile Netherlands achieves faster customer service and stronger omnichannel CX with Eviden and Salesforce

Creating an omnichannel customer experience, while enabling efficiency and business growth

T-Mobile Netherlands, a major Dutch telecommunications operator, sought to enhance its omnichannel customer experience and gain better insights into customer needs to drive growth. To address this challenge, they partnered with Eviden to implement a large-scale Salesforce solution, aiming to create a more efficient and agile customer engagement platform.

Eviden migrated T-Mobile from a complex multi-system landscape to a new Salesforce platform for over 1,000 agents and sales advisors. The solution, which included comprehensive change management, resulted in a higher rate of right-first-time responses, reduced processing times from days to minutes, and higher staff satisfaction. By implementing this solution, Eviden enabled T-Mobile to establish strong digital foundations for optimizing operations and improving customer service.

T-Mobile

Cristina Petcu

Director IT