AON Corp
A scalable messaging platform with global reach?
Slalom did it
In early 2008, leading wireless provider T-Mobile USA, with over 40,000 employees, conducted a usability study of its self-service website, MyT-Mobile.com. The study revealed that the site was actually driving calls to Customer Care instead of deflecting them. Having decided to overhaul the site, T-Mobile found that managing the team of consultants, vendors, and associates required to complete the project was beyond its core competencies. Therefore, the company needed an experienced team to help develop its requirements, as well as build, test, and release the new system.
Slalom provided end-to-end services, including managing requirements from discovery through implementation and ensuring that user interaction and design reflected customer needs. Acting as the central project lead, Slalom tracked agency, IT and partner vendor deliverables. In addition, Slalom managed the overall complexity of the project, working with more than 10 vendors to consolidate and prioritize requirements seamlessly into one customer-facing system. To determine which approach was most effective, Slalom assisted T-Mobile in creating templates and forms to make validation testing more simple and efficient.
The revamped My T-Mobile site has led to decreased customer care costs through call deflection and increased user transactions (online activations, cart conversions, account changes) through an improved user interface, design and site architecture. By testing and validating IT requirements, customer interactions are now more streamlined, which improves the customer experience and reduces customer care call volume.
Focus Areas: Cloud, Efficiency, Strategy
