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For better or for worse, the T-Life app is here to stay. T-Mobile has been consistently updating the app to support more and more transactions, enabling customers to handle almost any account change without having to contact support.
Recently, COO Jon Freier sent out an email to employees that was essentially a status update on T-Life, and included some new information.
100% T-Life On August 1st
The biggest news is that T-Mobile plans to go “100% T-Life” by the end of July. To ensure this, the company plans to remove legacy access entirely on August 1st for existing customer transactions.
That means adding new lines, upgrading devices, and anything else a customer may want to do on their existing T-Mobile account will require the T-Life app.
In July, we are planning to have 100% of consumer upgrade and 100% of consumer add-a-line transactions now eligible in T-Life. […] As a result of that milestone, I’m pleased to tell you that, on August 1, we are planning to remove systems access to legacy systems for these transactions which will default move us to moving 100% to T-Life and achieving 100% in our T-Life success metric. Every upgrade and add-a-line transaction whether done in a store, over the phone, from the couch, wherever, will be done exclusively in T-Life as of August 1.
– Jon Freier, T-Mobile
The email goes on to say that transactions for new customers will require T-Life sometime around October 1st.
T-Life in Costco and Sam’s Club
We’ve also separately learned that T-Life will soon be enabled for “Store-in-Store” locations. This refers to Costco and Sam’s Club locations (as well as any other small T-Mobile kiosks located inside any stores).
It makes sense, as it lines up with the recent news that Costco members can do T-Mobile transactions online now, and receive all the perks.
The original date for this being enabled was today, May 21st, however we’ve learned that things were delayed, and that the date has been pushed back.
Very soon there will be no other way to make a transaction at T-Mobile without using T-Life.
T-Life Statistics
Freier also mentions a few noteworthy statistics in the email.
Apparently, there are 30% fewer calls to customer care when a new customer joins via T-Life. It’s unclear if this includes only self-service customers or those that are signing up in-store via T-Life as well, but either way, that’s a big drop in support, which saves T-Mobile staffing costs in the long run.
In addition, Freier says that upgrades are around 25% faster when done via T-Life, and that they take 50% less clicks. Faster transactions is always better.
This data is what T-Mobile is using as proof that T-Life works.
Time for employees to accept reality
Near the end of the email, it’s mentioned that for those employees that are already embracing T-Life, these updates will make it even easier, because everything will be via that one single entry point: T-Life.
Freier also mentions that for those employees that are “hard-core resistors to T-Life”, it’s time to get with the program, because “time’s up”.
Is T-Life ready to handle 100% of T-Mobile’s business? Only time will tell.
If you’re interested in the full email, you can view it at the link below.
