At a Glance

With a rapid large-scale migration to Salesforce, T-Mobile Netherlands made a smooth transition to a next-generation customer engagement platform that supports its strategic ambition for excellent customer service and care across its business.

Outcomes

  • Higher rate of right-first-time responses
  • Reduced processing times from days to minutes
  • Higher staff satisfaction and shorter time to train agents

Our customer engagement platform positions T-Mobile Netherlands to enhance the experience of our business and domestic customers at every touchpoint. Working with Eviden, we’ve established strong and agile digital foundations to optimize our operations while meeting the changing needs of our customers and our business.

Cristina Petcu | Director IT, T-Mobile Netherlands

Dial Eviden for enhancing CX

T-Mobile Netherlands is dedicated to enhancing the experience of all its customers across multiple channels. They were looking for insights into the needs and behaviors of business and domestic customers. Leveraging these, they were keen to fulfil customer expectations as well as increase cross-selling and upselling throughout the relationship lifecycle.

 

Migrating for maximum benefits

Eviden utilized Salesforce to ensure a seamless end-to-end customer journey and process, from initial sale to service provision and customer care. The change management implementation included user pilots, communication, training, and support to ensure adoption of the new platform by T-Mobile sales and customer care teams.

 

Better performance with the Salesforce platform

T-Mobile Netherlands successfully transformed from a complex multi-system landscape to a new Salesforce platform for 1,000+ customer service agents and sales advisors at three office locations and 120+ shops. They saw higher rates of right first-time responses, reduced processing —from days to minutes, and higher satisfaction in training agents.

 

Why Eviden

Expand your enterprise digital transformation possibilities with Eviden and Salesforce. As a trusted leader, -Eviden’s end-to-end solutions leverage the highest level of industry insights and technology innovation with technical and functional excellence.

 

The client

T-Mobile Netherlands is one of the biggest Dutch telecommunications operators in the Netherlands. It offers its customers simple, appealing access to telecommunications services, mobile, fixed voice, internet and interactive television to consumers and businesses.

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