2009

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2009 Winner Profile

• 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
• CIO: $model.cio100.cioFirstName Strickland, SVP & CIO
• CEO: Robert Dotson, CEO & President
• Headquarters: Bellevue, Wash.
• Industry: Telecommunications
• Revenue (2008): $19 million
• Website: www.t-mobile.com