Case Study: T-Mobile achieves 70% reduction in reps' order-placement effort with Salesforce Marketing Cloud

How T-Mobile finds the right path forward

T‑Mobile, the disruptive "Un‑carrier" known for putting customers first, needed to fix a gap in its B2B sales process: leads started in retail stores couldn’t be picked up across channels, so the company couldn’t capture or follow up with millions of potential buyers and reps spent excessive time placing orders.

T‑Mobile built a custom Salesforce app (using Service, Sales, Community and Marketing Clouds) so retail reps can capture leads, manage appointments and hand off data to back‑end systems; Service Cloud routes web requests and Sales Cloud manages the pipeline. The result: millions of businesses onboarded, faster responses and better service, a 70% reduction in rep work effort to place orders, and plans to roll the solution out across consumer channels.

T-Mobile

John Legere

Cheif Executive Officer