Case Study: T-Mobile achieves 31% higher customer satisfaction and 40% call deflection with Jive Software

Jive Helps “Un-carrier” T-Mobile Deliver Uncommon Customer Service

T-Mobile, the national wireless provider behind the disruptive “Un‑carrier” initiative, needed to deliver superior, customer‑centric service without the traditional two‑year contracts that once guaranteed loyalty. Before adopting Jive, T‑Mobile’s sales and support teams relied on 15 fragmented systems and slow, multi‑step content processes, leaving frontline reps poorly aligned and customers at risk of churn.

By building integrated internal and external Jive communities, T‑Mobile consolidated platforms, cut content publishing from 32 steps to 2 and reduced update cycles from weeks to under a day. The customer community grew from zero to 300,000 users in six months (now 700,000+), drove >1M monthly visitors, lifted customer satisfaction 20–31%, increased call deflection ~40% and reduced call‑backs ~10%, while saving an estimated $8M over three years and $3M annually in support costs.

T-Mobile

Scott Tweedy

Vice President of Customer Service