2017 Winner Profile


Project Description:
Sprint's Digital Transformation 4.0 Project has enabled Sprint's IT team to do for its machine data what Google did for the Internet. Sprint ingests and visualizes real-time mission critical data and shares it instantaneously to drive key business decisions. Using open source technologies, Sprint's IT team developed new data-driven applications that have enabled the company to be far more proactive in supporting customer satisfaction and driving sales growth. By completely digitizing the customer service experience and visualizing Sprint's sales and marketing metrics, these new applications have helped Sprint's business units and executive team make more informed decisions and monitor company performance in real time. The data visibility increased the digitization of customer service by 200 percent and was able to proactively monitor and constantly improve self service. In addition, having visibility into the data enabled Sprint to increase new phone sell-through via Sprint.com by 300 percent and also allowed IT to improve the time it took to respond to website errors, retail outages and sales and marketing requests from days or hours to minutes or seconds.
Business Functions:
Customer Service or Support, Order Processing or Fulfillment, Sales
Business Goal:
Customer Experience, Operational Impact
Scott Rice, CIO
Marcelo Claure, CEO
Overland Park, KS
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