With a team the size and scale of Shell's, it's not always possible to be onsite to drive migration. "T-Mobile really tailored and documented transparent instructions for remote use cases, where there wasn't a face-to-face handoff," says Prewitt. The collaboration included additional instructions and help for each user to set up Mobile Device Management (MDM) on their smartphone. "Do those users know how that works? Not always. Even though that wasn't a T-Mobile remit, they provided that kind of information to our customers and conducted constant follow up with us to ensure that users knew what was expected of them."
"The problem we grapple with internally is that if we migrate ten users, nine of them actually find the coverage is as good or better than what they had before, but we won't hear anything from them," says Richard Broughton, Network Services Consultant at Shell. "But that one user with a problem makes a lot of noise. Having a rapid response to that, to systematically evaluate the circumstance is key. As a last resort, we may even have to use another wireless provider service for that individual, but T-Mobile works with the user to find easier solutions where possible. Having flexibility built into the process is really important."
Within Shell, detailed documentation was required to ensure a smooth transition. This drove engagement with Shell's internal IT stakeholders and was particularly effective for new demand, clarifying how processes and handoffs should work. "As a result, when we migrated users to T-Mobile, we found there weren't a lot of escalations for SIM deliveries," says Prewitt. "It was really working effectively by the time orders were getting placed."
Setting the bar for self-service.
Because T-Mobile for Business was so willing to work with Shell on getting a detailed run book in place, Shell IT's support team was able to more easily filter requests, which was critical to getting up and running quickly. This allowed the team to not only move existing users across the line, but to ease adoption for new users. Because the manual was comprehensive, it set a new bar for the kind of detail and template the team would expect from other suppliers, as well.
"The documentation from T-Mobile has all the elements like accountability and contact information; not just operationally, but for service management too," says Prewitt. "So, it's not just a 1-2-3 operations manual, but an overall BAU (business as usual) manual, too. Who are the interfaces? What are the escalation paths? That was in place and done so well by T-Mobile, it really sets the bar for other suppliers in the mobility space."
Because mobility is so visible, it can be very personal for users. For IT, that can mean extra work to encourage and support change. Often, one of the first goals in a change like this is to ensure users can continue to conduct their business as usual.