Winning The Wireless Customer Experience

How the United State’s largest carrier uses a network or retailers to champion the customer experience

“Our company has always made a point of targeting the compromises this industry has traditionally asked customers to make.”

Allan Samson, SVP – Marketing, T-Mobile for Business

Introduction

In the post-pandemic scenario, multiple changes are unfolding in the retail industry. The major catalysts for this turnaround are pandemic, acquisition of new technologies, and digital transformation. In the first quarter of 2020, carriers reduced the number of stores, but this wasn’t happening as rapidly as it is now. Customers are now forced to ignore stores and adapt themselves to online business.

The partnership between wireless vision and T-Mobile has taken customer experience to the next level by providing customers with what they need, creating solutions to existing problems, and understanding customers.

Similarly, T-Mobile took several measures to adapt to changing circumstances. Partnering with the wireless vision is one of these measures. Currently, wireless vision operates approximately 550 T-Mobile branded retail stores in the united states. This stat makes the wireless vision the largest T-Mobile exclusive partner.

T-Mobile partnership with the wireless vision: reinventing the top-notch customer experience

If you walk into a T-Mobile’s contact center, the service department gives you the feeling of a knowledge hub. Sitting together in a shared space, representatives collaborate openly, and they are trained to facilitate customers. The most remarkable thing is that these teams are assigned with a specified number of customers accounts, making the working space a small business world.

Customers are aware of the dedicated teams they reach directly to them as the team is aware of customers’ history, so it is easy to communicate. This, in turn, elevates the customer experience by improving customer retention loyalty and share of wallet.

T-Mobile’s partnership with the wireless vision: An analysis of the partnership

 

• Challenges for both companies

Wireless vision has separate processes for a product, business entries, and crashing processes. The business initially lacked workflow integration currently as it was operating in isolated systems for each method.

A few experts suggest that wireless vision was in dire need of incorporating business intelligence tools that can be integrated into ERP systems. In short, a data-driven approach would be more conducive.

• How is wireless vision addressing the challenges?

Wireless vision has introduced Odoo ERP in its system that suits wireless vision’s needs. Furthermore, the wireless vision has also implemented business intelligence tools to enable data management and improve decision-making processes.

• A sales commission module is adopted as a part of ERP implementation. It helps wireless vision to track sales orders easily.

• Implementation of crashing processes helps wireless vision in comparing and verifying their data with that of t-mobile’s.

• Impact of a partnership between the wireless vision and t-mobile

• The implementation of Odoo and BI has helped wireless vision to build transparent business processes. These upgrades have helped the organization notch up productivity and reduce labor costs by eliminating duplications of functions.

Furthermore, the Bi system has helped wireless vision track profitability and analyze market trends that enable both entities to base future decisions on pragmatism.

How the united states’ biggest carrier dominates customer experience?

The company’s investment in remodeling service structures has paid dividends over the past few decades. Nevertheless, it has also created multiple challenges—the complex and varied issues related to customer experience. In 2015, T-Mobile’s team led by Callie Field had reinvented customer experience to adjust to modern requirements. The vice president wanted her representatives to stand out among the crowded marketplace in terms of customer experience. In an interview back in 2015, she and her team had a good sense of the services that customers want and what makes people feel good about the company.

Therefore, the company’s partnership with the wireless vision was a step to identify and eliminates things that jeopardize customer experience. The ultimate goal was the happiness of customers. Hence T-Mobile devised a new model that focused on the transformation of services over time. The challenge was how to implement the new model across thousands of representatives at dozens of locations. The answer is laid in B2B settings where the volumes of calls are low, and issues get resolved in a few hours rather than days.

To tackle emerging challenges, T-Mobile structured a team of experts (TEX). TEX is a cross-functional team of more than 40 people who serve a limited number of customers in a specific market.

• T- mobile rolled out 5G to enhance customer experience

Deloitte report published in 2020 enunciated that consumers value experience away more than cost. For example, take an example of the hospitality sector; hotels are delivering experiences like contactless check-ins to enhance customer experience. Similarly, t-mobiles tactics to roll out 5G notches customer experience up by providing consistent connectivity and high speed.

• Enhancing customer experience with providing state-of-the-art security

Consumers are always concerned about the privacy of their data. Usually, they prefer those carriers that have foolproof security systems in place. T-Mobile, in collaboration with the wireless vision, is leading the way without any compromise when it comes to setting up the latest security trends

• How not to compromise on customer experience: learning from T-Mobile and wireless vision collaboration

Companies entering into the realm of wireless business off late are making enormous compromises on customers’ experience in one way or the other. Let us go through common instances where companies make a compromise on customer experience. First of all, take an example of cable companies making their customers stand in queue for hours just to get any issues resolved. Secondly, have a look at how most healthcare patients are treated. They are often

unaware of the cost of treatment till the end, which makes the whole relation murky.

Contrarily, in collaboration with the wireless vision, T-Mobile has eliminated these compromises from their system. for instance, T-Mobile’s un-carrier strategy has enabled customers not to make concessions on what they want and set up realistic goals.

Allan Samson, SVP-marketing T-Mobile, has said once that T-Mobile has always aspired to eliminate the compromises that the industry has traditionally made in terms of customer experience. T-Mobile targets to enhance the customer experience when other carriers are busy competing in terms of sales and volumes. Further, he added that we know it will take a long time, but this move will bring positive change in the industry.

How T-Mobile partnership with the wireless vision resulted in elevated customer experience

• Encouraging teamwork and collaboration

The partnership has guaranteed collaboration and innovation; T-Mobile and wireless vision use a balanced approach to determine individual and team performance. This approach has helped T-Mobile to break away from measuring individual performance only. Now the emphasis is more on team effectiveness.

Following are the steps that you need to take if you aspire to eliminate all barriers to enhance customer experience.

• Identifying what customers want and what hurts the most

Place yourself in the shoes of a consumer and ask yourself how you want yourself to be treated if you are paying for a service. The first challenge that T-Mobile faced was how businesses would switch carriers; it is extremely difficult for businesses to do this. T-Mobile dealt with this issue by creating NO-STRESS Switch. By doing so, T-Mobile had taken the pain of switch away from the customers.

• Reinventing the customer experience without making any compromise

At this point, you have to ask yourself some tough questions? How to eliminate barriers so that customers’ interests are served the best? Before the collaboration between T-Mobile and the wireless vision, wireless customers had to commit themselves to switch before validating the network or service. T-Mobile is committed to providing confidence to consumers that a move to switch to one of the best cell phone carriers would be a million-dollar decision.

Anticipating the future

As your business evolves, you must be aware that you will face new challenges every day. Be a forward thing, so you won’t have to ask your customers to make new compromises. For example, recently t-mobile faced a challenge regarding how to mainstream 5G and make it easily accessible.

Both t mobile and wireless vision have reinvented their respective approaches to leave the status quo and don’t know to compromise the customer experience. T-Mobile has strived hard and established Un-carrier’s image-a company that has taken bold steps to challenge the status quo in the industry.

T-Mobile has been heralded as the first company that has taken the step to stop locking customers in a long two-year contract. Furthermore, T-Mobile is the first company that has stopped charging huge fees for exceeding the limit. In unison with the wireless vision, T-Mobile has developed the TEX system that is helping it keep with its missions and commitment to elevate the customer experience.

T-mobile and wireless vision commitment to reinventing customer experience is a part of the long-term strategy of shaping the future. Other processes include the automation of transactional processes such as payroll and benefits.

Take the lead.

When a company stops making compromises on customer experience, it gains followers quickly. To stay competitive and relevant, your competitors start to follow your lead. Similarly, competitors have learned the importance of emphasizing customer experience through t-mobile and wireless vision partnerships.

It is satisfying to know that the partnership is becoming an agent of change in the industry. The change will mark the beginning of a new era. Not only is this partnership

beneficial for the company’s brand value and market share, but it is adding value to the lives of customers.