T-Mobile USA
Scaling SMB Growth through Marketplace-Enabled Sales and Lifecycle Support. The Challenge T-Mobile’s SMB segment needed end-to-end enablement to drive cloud adoption and device management subscription growth. High churn rates were eroding the gains from new customer acquisition, and the internal team lacked the bandwidth to run proactive lifecycle programs. The Solution Alep Digital built a dedicated Marketplace Execution Framework with assisted sales motions, customer success analytics, proactive renewal programs, and multilingual technical support across North America and APAC — integrated directly into T-Mobile’s B2B cloud ecosystem. The Execution Alep’s dedicated assisted-sales team drove 500+ new M365 subscriptions monthly, while the lifecycle support model reduced churn from 12% to 4.5%. Product-certified agents maintained 94% CSAT with a 3% repeat call rate across all interactions. The Impact 500+ New M365 licenses added monthly through assisted sales $1.2M Quarterly SaaS revenue uplift delivered 8× ROI achieved within 12 months of engagement start 4.5% Churn rate — down from 12% at engagement start 94% CSAT sustained across all customer interactions 3% Repeat call rate — industry leading for complexity