Case Study: T‑Mobile achieves streamlined, automated customer support with Slack

How T-Mobile supports over 100 million customers with its productivity platform

T‑Mobile, following its April 2020 merger with Sprint, faced the complex task of migrating legacy Sprint customers while supporting a combined base of more than 100 million users amid pandemic-driven remote work. The scale of the transition and dispersed teams risked information silos and created heavy manual reporting burdens for customer experience managers like Rasha Alkhatib.

By using Slack as a digital HQ and adopting its no‑code Workflow Builder, Alkhatib automated weekly reporting, document sharing and peer recognition processes in minutes, giving managers real‑time visibility and reducing time spent chasing updates. The result: clearer cross‑team collaboration, more efficient use of staff time for strategic customer work, and improved customer support during the migration.

T-Mobile

Rasha Alkhatib

Customer Experience Manager