T-Mobile U.S. is putting a greater focus on their T-Life digital app which debuted last year, positioning it as an all-in-one product. The app helps enable phone plan deals and other benefits for customers while further driving T-Mobile’s digital transformation.
Consumer Group President Jon Freier told Mobile World Live the app launched in 2024 to unify its services before it retired a legacy app at the end of the year.
“Then we connected T-Life into our retail point of sale systems and into our customer care systems earlier this year. It’s a huge part of the digital transformation”.
Freier stated 75 per cent of sales of the latest family of iPhones in September happened through T-Life and more than 66 per cent of the company’s phone upgrades are enabled on it.
“We have more transparency and more reliability in the transaction. We’re helping people understand exactly what happened with that transaction and how their next bill is going to change”.
The app is also in use across T-Mobile’s retail stores and customer care centres.
“What we plan to do over time is we’re going to stop using legacy systems in our stores and unify everything behind T-Life so that 100 per cent of our transactions are going through the app”, Freier said. “Then we would retire our legacy systems”. He stated T-Mobile expects to reach the goal by late 2026.
Provider swaps
T-Mobile executives stated customers would be able to switch carriers in 15 minutes on the T-Life app using Easy Switch, an AI tool which recommends plans.
Freier said Easy Switch has some elements of the IntentCX platform the operator developed with OpenAI to improve customer experience by proactively solving problems. IntentCX gathers information from millions of T-Mobile subscribers.
“We have IntentCX that’s already built into the T-Life app and a lot of that’s for our existing customers for them to be able to self-serve within the app”, he said. “We are borrowing some pieces of that to drive Easy Switch”.
Source: Mobile World Live
Image Credit: T-Mobile