T-mobile
CUSTOMER STORIES

T-Mobile delivers on its promise to change wireless for good.

Marketing’s work management strategy provides a clear connection to a great customer experience.

 

 

 

A better way to keep work connected.

T-Mobile saw an opportunity to differentiate itself in a crowded market and made a simple vow to “change wireless for good” for its customers. In 2013, they turned the standard wireless carrier plan on its head and positioned themselves as the “Uncarrier,” promising to focus squarely on the customer and their pain points. The bold move paid off—today T-Mobile is rated as America’s favorite wireless provider, has more than $40B in annual revenue, and has grown from 40-million to more than 80-million customers.

T-Mobile marketing turned to Workfront to help create a centralized work management platform that would provide the efficiency, visibility and cohesiveness essential to deliver a seamless customer experience.

In less than two years since deploying a work management platform with Workfront, T-Mobile has:

- Scaled its platform to meet the 200% growth of its organization
- Achieved 80% growth in active participation in the centralized platform
- Reduced duplicated work and swirl with an intake governance model
- A framework to serve lines of business in a defined and cohesive model

Company summary

As America's Un-carrier, T-Mobile serves more than 84 million customers and has consistently been ranked #1 by J.D. Power for both purchase experience and customer care.

Challenge

Inconsistent processes made it difficult to deliver unified customer experiences to T-Mobile’s growing customer base.

Company size

>40,000

Industry

Communications

We have to organize the chaos of modern day business. With Workfront we’re able to have a single source of truth for the entire marketing organization.
Peter Deluca
SVP, Brand Marketing and Communications

A proven framework to support an aggressive growth strategy.

Embracing change.

“Enterprises are changing and everybody has to adapt at the same time. We can help people understand what that looks like.”

—Kelsey Brogan, Director of Integrated Program Management

Focusing on the right work at the right time.

“We’re able to deliver consistency across all our platforms and bring our messaging to life."

 

—Peter DeLuca, SVP, Brand Marketing and  Communications

Collaborating seamlessly.

“I love the collaborative nature of Workfront. We’ve come together as a team.”

—Dana Hawkins, MarComm Operations Program Manager
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