2009 Winner Profile

T-Mobile USA

Project Description:
Using service-oriented architecture, T-Mobile revamped the customer service experience by deploying OpenSpan to provide its customer service representatives with one view of all the systems they use. With a convenient search feature, call center employees can find the information they need within seconds, without unnecessarily lengthening a service call. Call response times have been reduced by 13.75 seconds across call centers, while new representatives trained on the integrated system have a call response time of up to 22 seconds better than reps trained on the previous system. The results are expected to save $260 million annually.
Project type:
CRM, SOA
Business Functions:
Customer service/support
Business Goal:
Financial
CEO:
Robert Dotson, CEO & President
Headquarters:
Bellevue, Wash.
Industry:
Telecommunications
Revenue (2008):
$19 million
Website:
www.t-mobile.com
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