April 10, 2020
T-Mobile uses work management to connect all work and delight customers
The digital landscape looks drastically different than it did even five years ago, and not every company is rising to the challenges that come with being a customer-focused organization amidst this constant change. But T-Mobile isn't just any company.
Giving customers exactly what they expect—and exceeding those expectations—requires significant effort in an always-on communications world. T-Mobile prioritizes the customer experience and believes the work necessary to anticipate and meet continually evolving customer needs is worth the effort—effort that speaks for itself with a #1 customer satisfaction rating from more than 80 million customers and more than $40B in annual revenue.
To achieve this high level of success, T-Mobile delivers targeted, personalized, and meaningful customer experiences that surpass expectations and leave customers coming back for more every year. But T-Mobile’s path to success hasn’t been easy. The work required to deliver these exceptional experiences, while managing more assets than ever before, called for having the right work management platform in place to connect all work.
When work gets lost in translation.
Although T-Mobile’s deliverables were providing exceptional customer experiences, the communication necessary for collaborating and executing on deliverables often felt too difficult to manage. Marketing projects were managed outside of a tracked system, done instead via emails, Excel spreadsheets, in-person meetings, and phone calls. Collaboration was complicated and project updates felt disconnected from where the work happened.
The disconnection didn’t nurture an environment of optimization and agility. Instead, it reduced transparency, segmented priorities, led to spaghetti workflows, and created a lot of duplicative work and unnecessary rework. As a company that’s committed to being a “best place to work,” T-Mobile knew it was time to change how work was getting done.
Process powers productivity.
To relieve some of the disconnection-induced burden on T-Mobile’s marketing team—and to find ways to get even more work done—Director of Program Management Kelsey Brogan made new, clearly defined processes and workflows a top priority. She made the bold move to reduce chaos by empowering an already successful team with a work management solution that matched their high standards.
“Before Workfront, making sure you had the right people in the right meetings at the right time focused on the right work didn’t exist,” said Brogan. “With the volume and velocity in which we work, there is no other tool to get us to that next level.”
T-Mobile’s new work management processes and workflows were up and running in just ten months, reducing weekly process meetings from 12 to one. Work is now assigned, completed, and measured through the Workfront platform, enabling a 275% increase in average projects per month. With Workfront’s enterprise work management solution and the right internal support to encourage adoption, platform use spread to all of T-Mobile marketing and experience, legal, and several other groups.
T-Mobile once described work as herding cats, dogs, and zebras. Thanks to Workfront, the zebras are under control.