T-Mobile employees explain how Salesforce tools unified their sales and retail operations. They cut quote-to-cash steps dramatically and improved how leads move from stores to direct sales teams using AI and mobile features.
November 30, 2018.
80%.
Before: 120 clicks; After: 7 clicks.
I've never felt anything like what we have here at T Mobile.
We're not afraid to try new things. We're not afraid to eliminate customer pain points. We don't feel like the small player anymore.
We're the company that's built the brand around customers. Our B2B business has really followed a lot of the same paths as our B2C business. But man, it's showing that it really works there as well.
We're industry leaders, we're shaking things up. Salesforce does the same thing.
You don't want a customer to know that you're a serious of different departments. They want to know that they're talking to T Mobile. We're using sales cloud as a way to gather data and use it as a starting place for a marketing journey. We also have Salesforce deployed in our retail stores. When a business walks in and they make eye contact with one of our reps, a relationship is formed.
80% of our retail reps are now utilizing the Salesforce app on a daily basis.
We immediately saw a really significant increase in leads that were captured in retail and then successfully transferred to our direct sales.
Given that we're a mobile company, being mobile is very important.
Salesforce Inbox allows us to bring everything together.
It's basically like I have like a Salesforce assistant. It took a lot off my plate that I would have to manually track. It provides me all the background knowledge that I need to help better assist the customer.
Lightning is helping us drive that adoption and driving that perception that this is a selling tool.
Salesforce really helps me in not only attaining my quota, but actually exceeding my quota. I'll kind of just have a competition with myself. I'll be like, we'll see Salesforce, we'll see.
Utilizing the Salesforce platform or quote the cash process, we went from 120 clicks down to 7. That ROI is huge.
Our teams are in trailhead all the time. Salesforce always has the latest and greatest releases coming out.
Last year they came out with Einstein.
I think AI can completely change the game where instead of focusing on no's, we can focus simply on the people where we've already gotten signals that they're gonna say yes.
Here's how we can not only help your business grow, but be more efficient.
Yeah, I mean, I think we found a formula really works.
Other carriers, they're still chasing us and they're not going to catch us because we're trailblazers here and that culture of trailblazing is going to continue out forever.
