Dialing Smarter Service

Oracle Customer Viewpoint—T-Mobile Netherlands

Dialing Smarter Service

To overcome a serious PR crisis, T-Mobile Netherlands rebuilt its knowledgebase in the cloud. By doing so, the company improved agent productivity and boosted customer satisfaction by nearly 600 percent.

T-Mobile Netherlands logo
Highlights

HIGHLIGHTS

Mobile Access

T-Mobile Netherlands is using Oracle Service Cloud to provide customers and all customer-facing employees with online access to its knowledgebase.

Vision

VISION

Breaking Convention

“Our vision is to provide our customers with exceptional products, knowledge, and service and empower our employees to break conventions by challenging the status quo in any way possible.”

—Edouard Leeuwenburg, eService and Knowledge Management, T-Mobile Netherlands

Strategy

STRATEGY

We’re All CEOs

“Our strategy runs on a single premise—to make everyone the CEO. To do this, we are empowering all of our employees to get as close to our customers as possible, and providing fast and easy access to the content that’s most relevant to them.”

—Marieke Snoep, Chief Operating Officer, T-Mobile Netherlands

Marieke Snoep
Transformation

TRANSFORMATION

In Moderation

“By changing the roles of our stakeholders—from knowledge managers to knowledge moderators, and from customers to self-service support moderators, we are pushing up customers’ satisfaction while driving down the cost of care.”

—Rogier Schmit, Director Digital Operations, T-Mobile Netherlands

TECHNOLOGY

Service Knowledge in the Cloud

“Using Oracle Service Cloud, we’ve built a knowledgebase for all of our customer-facing departments, from contact center to T-Mobile shops. We now have an agent-to-agent feedback loop, chat integration, and better search filters and taxonomy.”

—Daniel Hereijgers, Knowledge Manager, T-Mobile Netherlands

ROI

ROI

KPI of Happiness

“We can now gauge the customer’s level of happiness at various touch points and respond with a solution appropriate for that customer. Our new omnichannel service model has played a key role in boosting customer satisfaction by almost 600 percent since 2011.”

—Edouard Leeuwenburg, eService and Knowledge Management, T-Mobile Netherlands

600% higher customer satisfaction since T-Mobile switched to an omnichannel service model