Glitch in the systemThings don't always go right when you are making changes as big as these and as quickly. For example, a glitch, or "executional mistake" as it called it, in T-Mobile's system forced new customers to sign up for a $10 on-demand data plan for tablet purchases, which wasn't the promise with its free data offer. T-Mobile says it fixed the mistake, but shows how tricky back-office transformations can be.
Re: List of to-dos...Yeah, the IT talking the same language as business was kinda funny, but definitely necessary. Even when you call a help desk, they often talk you through all the behind-the-scenes issues in what seems like a different langauge, but you just want to know what it means for you and the bottom line. Both sides need to have some view into what the other does, but it helps to speak a common langauge.
Re: the legacy questionindeed! Sprint had a year LTE head start on T-Mobile, but with their poor backhaul peak speeds are suffering.
T-Mobile on the other hand has fiber to 99% of their sites, but in many cases they underprovision their backhaul which is the gating factor especially in 10Mhz FDD LTE markets.
Just what the customer orderedI think that Legere et al are brilliant. The "uncarrier" is not only a great marketing feat but also takes into account the frustration felt by many wireless customers who feel tied down and hamstrung by wireless companies and their artificial constraints. It reminds me of the late 1970's and early 1980's when MCI and others encroached on long-distance and forced the then AT&T to make changes. Disruption can be very good.
Re: the legacy questionYeah, I bet so, and they really did move pretty fast once Legere came on board, so they probably couldn't afford to rip out the old system so quickly.
Re: the legacy questionI wonder if they looked at the OSS migration troubles other carriers have had that led to customer experience disasters, like indie telco FairPoint's problems as it tried to absorb the Verizon properties is acquired several years ago. Totally different issue there, I know, but highlights whi a safety net might be necessary at least in the short term.
the legacy questionI thought it was interesting that T-Mobile decided to keep its legacy systems on standby in case the new systems didn't work out. The topic of how to address legacy came up a lot at the show -- do you integrate with it, replace it entirely, or operate both? T-Mobile's decision seems smart because an entirely new system was needed, but it also seems like the expensive route to go to maintain both.
- Talk the same language of the businessmen
- Bring all your data to the same place.
- Keep a fallback strategy
- Empower your people
And a great one... compassion for bussiness users... something not common in IT.
T-Mobile on the other hand has fiber to 99% of their sites, but in many cases they underprovision their backhaul which is the gating factor especially in 10Mhz FDD LTE markets.