Case Study: T‑Mobile achieves 70% reduction in reps' order-processing effort and faster, seamless customer service with Salesforce

T-Mobile listens to customers and gives them exactly what they want

T‑Mobile, the “Un‑carrier” known for upending industry norms and putting customers first, grew rapidly to serve 67 million people but faced a technical challenge: customers now move seamlessly between mobile, stores, and web, and T‑Mobile couldn’t capture and transfer lead and order information across channels — limiting follow‑up and slowing in‑store reps.

T‑Mobile built a custom Salesforce solution (Service Cloud, Sales Cloud, Marketing Cloud, Community Cloud) to capture leads, manage appointments, route web requests, and hand off orders to back‑end systems. The change streamlined retail workflows, cut reps’ work effort to place orders by 70%, accelerated responses for T‑Mobile @Work customers, attracted millions of business customers since 2015, and is being rolled out more broadly across the consumer business.

T-Mobile

John Legere

CEO