![]() ![]() Those qualities are critical to our success as a growing organization.” “We’ve pioneered a digital approach to prioritizing work with Workfront that’s smart, dynamic, connected, and rooted in consistent logic. “A centralized view of marketing workflows allows us to pinpoint bottleneck processes like content translation and approvals, which can potentially delay a campaign, and proactively address those hurdles so we can deliver more frictionless customer experiences.” “We’ve gained a single source of truth and turned planning into a competitive advantage for our business” she adds. “Only Workfront could match the immense volume and velocity of marketing projects we run across T-Mobile’s many brands and make the entire process feel more integrated than ever as we continue to grow.” “We needed to rethink the way we work so we could scale to the next level,” says Yeremova. It chose Workfront to bring that vision to life, which has since helped the business to eliminate siloes between marketing teams, automate time-consuming tasks, and simplify its approach to optimizing marketing operations across brands. In keeping with its relentless focus on customer experience, T-Mobile is committed to constantly optimizing its entire marketing workflow from content creation to campaign distribution, to reporting and ROI. Information needs to be in their hands as fast as you can possibly get it to them.” “We are customer experience obsessed and that means we have to be extremely nimble in everything that we do. ![]() “It’s a very complex ecosystem,” says DeLuca. Each of the marketing teams behind these brands must be able to create and roll-out timely campaigns to tell their story and engage customers, all while respecting internal workflows and approvals. ![]() T-Mobile’s portfolio of brands includes T-Mobile for Business, Metro by T-Mobile, Home Internet, and Assurance Wireless, among others. The company now has more than 109 million subscribers, up from 74 million in 2018, making it America’s second largest carrier.īut with growth comes complexity. T-Mobile has grown rapidly in recent years, both organically and through its merger with Sprint in 2020. Information needs to be in their hands as fast as you can possibly get it to them.”Ĭhief Creative Officer, T-Mobile A complex ecosystem made simple What began as a pseudo ticketing intake system used by just 60 employees five years ago has since grown into a transformational business technology used by more than 5,000 employees. To that end, Yeremova and her team implemented Adobe Workfront in 2018 to centralize the company’s marketing workflows onto a single integrated platform and work in a more agile, flexible, and collaborative way. It’s a commitment to customer excellence that starts from the inside out with the way T-Mobile’s marketing and business strategy teams operate. Most recently, it announced a wave of unique perks for T-Mobile customers traveling abroad, including faster data roaming and free in-flight WIFI.Īs Ilona Yeremova, Senior Manager of Marketing Business Operations explains, being an “Uncarrier” is much more than a branding exercise. “What that means is we’re squarely focused on our customers and their pain points.” “We repositioned the brand as ‘the Uncarrier,’ says Peter DeLuca, Chief Creative Officer. Offering more flexibility in plans brought in a tsunami of new customers, and today T-Mobile is the second largest mobile carrier in the United States with 109 million customers. In fact, it was T-Mobile’s big-bet move to eliminate annual contracts from its service that turned the carrier model on its head. In the high-stakes American mobile market, where the right move can shift the balance of power between carriers overnight and the wrong move can alienate customers by the millions, the company has never shied away from innovation in the name of customer success. ![]() T-Mobile has always distinguished itself by finding new ways to put customers first. A customer-centric carrier from the inside out ![]()
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