T-Mobile, household telecomm name and 9-time J.D. Power Customer Service Champion, wanted to enhance its already really awesome customer experience. So, in a large-scale effort to revolutionize mobile retail, T-Mobile engaged Universal Mind to design and develop QuikView, an application to help reps better access customers’ account information, answer questions, and sell the right products and services.
Long-story-short, QuikView needed to tie together several legacy systems and backend databases with a single front-end application for more than 35,000 sales and support reps across all retails stores and call centers, and it needed to be easy to use for their employees. No problem, right? Heck no. Universal Mind created a unified customer experience that combined customer, product and service information from T-Mobile’s legacy applications in one screen.
Customer call times reduced by 8–10 seconds over 220 million calls a year yields significant ROI.Marcel Deller, VP of Development