Case Study: T-Mobile achieves cross-channel collaboration and improved customer service with Office 365

Wireless Services Provider Calls on Cloud-Based Intranet to Boost Service

T‑Mobile, a Bellevue‑based wireless provider with about 50,000 employees and 67.4 million customers worldwide, needed a way to keep frontline staff in call centers, retail stores, and offices informed and connected so they could respond quickly to product launches and customer issues. After moving to Microsoft Office 365, the company sought to improve cross‑channel collaboration, frontline feedback, and mobile access to timely, targeted information.

Working with Slalom, T‑Mobile built T‑Nation, a SharePoint Online‑based intranet and mobile app with single sign‑on, personalized feeds, an Activity Stream, and Yammer integration. The platform gave employees real‑time product updates and a channel for instant feedback—helping resolve back‑end issues faster, coordinate between call centers and 1,900+ stores, speed product launch insights, and boost employee engagement and brand pride.

T-Mobile

Kimberly Tolman

Senior Manager, Frontline Programs