T-Mobile’s number one priority was to deliver our customers the service they were depending on, while also prioritizing the health and safety of our employees during this highly contagious pandemic. Even with scarce information and unknown factors at play, we had to determine how to rapidly pivot our teams to achieve this. Because of the hard work and collaboration of all our team members – from engineering to customer care to retail – that pivot took place in just about two weeks.
One of our earliest problems was that we simply lacked enough cleaning supplies to keep our workplaces safe. So we had to deliver hand sanitizer and disinfecting wipes to thousands of retail locations and customer care centers. We then had to establish guidelines for how employees interacted with customers and each other. Meeting this challenge set the stage for our remote workforce transformation.
It sounds simple, but this was a remarkably complex undertaking that involved around-the-clock work from engineering to rebuild the systems and provision sanitized equipment for each care rep to take home, and then coordinate with them on how to set up their work environments at home. The collaboration among these teams to make this transformation possible in such a short amount of time is incredible.
COVID-19 has proved that flexibility and agility are now table-stakes for surviving today's rapidly changing market conditions. For businesses, waiting to fully embrace digital transformation is no longer an option. Going forward, digital transformation will prove even more valuable as new technologies like 5G further upend traditional workflows and business processes.
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