T-Mobile Delivers Faster, More Reliable Customer Onboarding with FICO Platform
America's Un-carrier processes more than 1 million monthly credit applications with zero downtime
FICO (NYSE:FICO):
Highlights:
- T-Mobile processes more than 1 million monthly credit applications with zero downtime while accelerating deployment cycles by 50%
- T-Mobile has won a 2026 FICO® Decision Award for Customer Onboarding and Management
T-Mobile, America's supercharged Un-carrier serving more than 130 million customers across the nation's largest 5G network, is using the industry-leading capabilities of FICO® Platform to make customer onboarding faster, more accurate, and more customer-friendly. T‑Mobile partnered with FICO to implement a revolutionary FICO Platform solution that transformed its onboarding capabilities and positioned it for unprecedented growth in connected device financing, completing one of the most significant platform transformations in under a year with zero‑downtime operations and doubled development team efficiency.
More information: https://www.fico.com/en/fico-platform
As T-Mobile expands beyond wireless into broadband and prepares for the connected device economy, the company needed to modernize its customer onboarding infrastructure while maintaining uninterrupted service for its customers. With broadband expansion targeting 12 million households by 2028 and explosive IoT growth expected by 2030, T-Mobile needed a robust infrastructure for its unprecedented scale. Processing more than 1 million credit applications monthly, T-Mobile required a next-generation system with 24/7 availability and the flexibility to implement weekly improvements—capabilities essential for maintaining the Un-carrier's competitive edge in new markets.
To meet this challenge, T-Mobile partnered with FICO to implement a comprehensive customer experience architecture that accelerates innovation cycles and enables seamless operations. FICO Platform allows for real-time system updates and improvements, ensuring T-Mobile can enhance customer experiences without service interruptions.
"Our customers expect the Un-carrier experience to be fast and seamless, whether they're getting a new phone or signing up for broadband," said Chris Hooppaw, SVP Credit Risk at T-Mobile. "FICO Platform helps us deliver that experience at massive scale without a single service interruption. That reliability is what lets us keep innovating and disrupting the industry. This partnership let each team play to their strengths — FICO brought deep platform expertise, allowing our team to focus on customer innovations that set T-Mobile apart."
T-Mobile now maintains uninterrupted service during all onboarding system updates while accelerating deployment cycles by over 50% and enabling automated processes that ensure consistent, error-free experiences. Most importantly, the partnership freed development teams to focus on innovation rather than infrastructure management, supporting T-Mobile's expansion strategy.
"T-Mobile's implementation represents one of the most sophisticated zero-downtime platforms we've seen in the telecommunications industry," said Nikhil Behl, president, software at FICO. "They've demonstrated how enterprise-scale organizations can transform mission-critical systems while maintaining perfect uptime for millions of customers. This sets a new benchmark for digital transformation in telecommunications."
For its achievements in transforming customer onboarding and management capabilities, T-Mobile has won a 2026 FICO® Decision Award for Customer Onboarding and Management. The award recognizes organizations that achieve outstanding results using FICO solutions to improve customer experiences and business outcomes.
"T-Mobile's achievement stands out for both its technical complexity and business impact," said Déborah Oliveira, founder and editor-in-chief at IT Forum and one of the FICO Decision Awards judges. "Building a platform that can handle this volume and scale while enabling continuous innovation represents world-class execution. They've created infrastructure that will serve as a model for the industry as we move into the connected device economy."
About T-Mobile US, Inc.
As the supercharged Un-carrier, T-Mobile US, Inc. (NASDAQ:TMUS) is powered by an award-winning 5G network that connects more people, in more places, than ever before. With T-Mobile's unique value proposition of best network, best value and best experiences, the Un-carrier is redefining connectivity and fueling competition while continuing to drive the next wave of innovation in wireless and beyond. Headquartered in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Mint Mobile. For more information, visit https://www.t-mobile.com.
Media Contact
T-Mobile US, Inc. Media Relations
MediaRelations@t-mobile.com
About the FICO® Decision Awards
The FICO Decision Awards recognize organizations that are achieving remarkable success using FICO solutions. A panel of independent judges with deep industry expertise evaluates nominations based upon measurable improvement in key metrics; demonstrated use of best practices; project scale, depth and breadth; and innovative uses of technology. The 2026 judges are:
- Sam Abadir, research director, risk & compliance, IDC Financial Insights
- Shrimanth Adla, senior director, credit risk strategy and analytics, Comcast
- Manoj Agrawal, group editor, Banking Frontiers
- Courtney Haan, strategic payments experience manager, Velera (Previous Winner)
- Shelly Kramer, principal analyst at Kramer & Company and theCube Research
- Andy Lawrie, credit risk tech lead at Nationwide Building Society (Previous Winner)
- Lisa Morgan, technology journalist and contributor at InformationWeek
- Déborah Oliveira, founder and editor-in-chief at IT Forum
The winners of the FICO Decision Awards will be spotlighted at and win tickets to FICO® World 2026, May 19-22, 2026, at the Signia By Hilton hotel, Orlando, Florida.
About FICO
FICO (NYSE:FICO) powers decisions that help people and businesses around the world prosper. Founded in 1956, the company is a pioneer in the use of predictive analytics and data science to improve operational decisions. FICO holds more than 200 US and foreign patents on technologies that increase profitability, customer satisfaction and growth for businesses in financial services, insurance, telecommunications, health care, retail and many other industries. Using FICO solutions, businesses in more than 80 countries do everything from protecting 4 billion payment cards from fraud, to improving financial inclusion, to increasing supply chain resiliency. The FICO® Score, used by 90% of top US lenders, is the standard measure of consumer credit risk in the US and has been made available in over 40 other countries, improving risk management, credit access and transparency.
Learn more at https://www.fico.com.
Join the conversation at https://x.com/FICO_corp & https://www.fico.com/blogs/.
For FICO news and media resources, visit https://www.fico.com/newsroom.
FICO is a registered trademark of Fair Isaac Corporation in the U.S. and other countries.
View source version on businesswire.com: https://www.businesswire.com/news/home/20260518763323/en/
Press Contact:
Press@fico.com