1 - Case Study T-Mobile T-Mobile NL, with 4.3 million customers, is the largest telecom operator in the Netherlands. As far back as 2009, the company recognized that customer support expectations were shifting and began to invest in online support platforms. The initiative had two objectives: improve the customer experience while also reducing T-Mobile NL s support costs. As part of this customer-centric digital approach, T-Mobile NL implemented its first customer community with the help of inSided. Today, T-Mobile NL customers use the community to ask questions, provide advice, and discuss the company s service. The content they create serves as a user-generated knowledge base that s always up-to-date. In addition, T-Mobile NL s community connects with the company's CRM system. Si

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