Case Study: T-Mobile achieves $8M in 3-year content-creation savings and $3M/yr in call-handling savings with Jive Software (Jive-n)

Jive-n Drives Customer Knowledge for Better Service and Sales, Massive Savings

T-Mobile, pursuing its customer-first "Un‑carrier" strategy, faced fragmented knowledge and support systems—using about 15 different content platforms (including SharePoint and Yammer)—which made it difficult for service and sales teams to find timely information and collaborate efficiently.

T-Mobile consolidated around Jive (Jive-n internally, Jive-x externally), creating a central social knowledge hub that cut content-publishing hours by roughly 70% and streamlined workflows. The rollout drove an estimated $8M in savings over three years from easier content creation and about $3M per year from faster call handling.

T-Mobile

Scott Tweedy

Vice President of Customer Service