“We listen to our customers and do what they tell us - that's how T-Mobile wins. And Salesforce connects us to those customers faster than ever before.”
This customer-obsessed approach is working. T-Mobile now serves 76 million people — more than twice as many as when Legere took over in 2012. The company stock price has more than quadrupled since going public in 2013, and the company has moved up from last place among the big four, overtaking Sprint. But perhaps most importantly, according to J.D. Power, T-Mobile is now number one in “customer satisfaction” and ranks highest on nearly every factor in consumer and business categories among full-service providers.
The Un-carrier also received J.D. Power’s highest score EVER given in full-service wireless customer care — yet again. That’s right — the highest in customer service among full-service wireless providers, two times in a row.
While Legere remakes the public face of the company, another more technical transformation is underway.
Today, millions of businesses have joined T-Mobile @Work. Customers of T-Mobile @Work now get better customer service and faster responses, thanks to better, more complete tools for information capture.
T-Mobile sales staff, meanwhile, has more time for customers. With the Salesforce app in place, reps can place orders in minutes, resulting in a 70% reduction in work effort.