T-Mobile, a trademark of Germany’s Deutsche Telekom, is one of the world’s largest telecommunications companies, with customers in approximately 120 countries. T-Mobile USA, headquartered in Bellevue, Washington, serves approximately 59 million customers. As of mid-2015,
T-Mobile’s rates for both customer acquisition and customer retention were outpacing those of all its rivals. One secret to their success? Satisfied customers. What keeps those customers satisfied? T-Mobile keeps it simple and straightforward – and that includes when it comes to bills and payments.

T Mobile keeps it simple, keeps customers satisfied.
Customers who have lost their phone access due to overage usage or missed payments want to resolve their issues fast. They don’t want the hassle of having to log in to the portal, they don’t want paperwork, whether it’s to pay bills, to re-start their mobile phone service, or to release SIM blockages. Paying overdue bills by check through the mail can mean a delay of up to seven days before mobile phone service is restored. Customers must wait for the check to arrive and the payment to clear. That doesn’t happen for T-Mobile’s customers when they take advantage of AcceptEasy.

Speeding up payments, seeing immediate results
T-Mobile sends acceptemails to customers whose accounts are suspended, or who have agreed to a payment plan in consultation with a customer service rep. Customers know what they need to pay, and how much time they have left before their phone service is curtailed. The customer can pay the outstanding bill easily with just one simple click. Payment is completed without manual data entry, so the customer is in full control. It’s also far more convenient than paper bills and checks or web-based portals. “Customers’ phones can be unblocked superfast now,” said Floris Wesseling, Director of Functional Management Pay (Collecting & Acceptance) at T-Mobile.

Phone blockages get removed within 2 hours
Blockages are removed in as little as two hours after the payment is made. The result: customers can use their phones again, almost immediately after payment of the overdue amount is received.” The T-Mobile call center has experienced a significant decrease in the number of incoming calls from customers wanting to check if their payment was received. With AcceptEasy instantly-generated images show the payment status, in real-time within the email itself. The status changes color from blue (payment due) to green (payment received), right in the inbox. This way the customer never has to worry if T-Mobile has received their payment. T-Mobile can take immediate action to restore service. "This is a great innovative service that we are happy to offer our customers. And they are happy because their payment status is immediately visible in the email."

“We often get requests from customers on our forum asking if we can send them an acceptemail. We also see that most payments are processed immediately after people receive an acceptemail. AcceptEasy makes paying your bill as easy as it can get, so people do it right away. AcceptEasy has led to more positive feelings, because phone blockages are removed immediately and people can start using their phone again.” The millions of consumers of the Millennial Generation grew up in a networked, online world. As digital natives, they demand speed, convenience, instantaneous verification – and simplicity. T-Mobile meets those requirements, with a big helping hand from AcceptEasy.