Better business practices = happier customers: 5 tips from T-Mobile.
Learn why the Un-carrier has customers crazy about its service.
Propelling the Un-carrier forward
1. Understand every customer through connected data.
2. Empower sales reps to deliver streamlined and personalized customer service.
3. Deliver better and faster customer care with low-code apps.
With a more connected picture of its customers, T-Mobile had to put this data into action. The company used the Salesforce Platform’s custom app-building features to help employees serve customers more efficiently. For instance, sales representatives can now aggregate leads and deliver more personalized customer care inside and outside of the store.
“We’ve leveraged the low-code aspect to build secure and powerful products, which increases agility,” Coutinho said. “For example, we’ve used the out-of-the-box approval process to enable auto approvals. And the UI for our products is built using Salesforce App Builder, which significantly reduces development time. We also used screen flows to create a guided user experience for key business processes.”
The ability to build low-code and no-code workflows has transformed internal operations for sales and service teams. For example, customer service agents can use Slack’s Workflow Builder function to easily access shared documents, while managers can gain better visibility into customer support operations. Additionally, teams can create automated workflows to request status updates, share peer recognition, and more.