Getting new reps through T-Mobile Fiber setup

The chain

Five systems before the first door

Selling T-Mobile Fiber door to door means getting a rep set up in T-Mobile's systems, and each step waits on the one before it.

Before

A hand-written email for every rep

RCLX used to onboard each new rep with an email written for that rep: their dealer code, network ID and company email pasted in, plus the setup guide, the plans, the order flow PDFs, and an ID badge made from the headshot they sent in. It was the same email, rebuilt again and again, for more than a dozen reps.

Reps had everything they needed and still got stuck, because the PDFs that mattered most sat at the bottom of a download page nobody opened, and because no one reads six PDFs at once. A shorter instruction meant more phone calls. A badly formatted email meant a rep who could not finish setup. On the security key, no new rep got through it without texting for help.

Now

One step per screen, as it comes due

Setup sits beside the course

A new RCLX rep gets their FiberPitch login on day one, usually before CLEAR is finished. The course opens straight into training, and the setup jobs sit beside it. Each one shows up when it is due: the headshot, the CLEAR check, the key, the first sign-in. The rep is never asked to read the whole chain at once.

The key, walked through screen by screen

The YubiKey setup became its own walkthrough: a check before starting, one step per screen, the four screens where Microsoft's sign-in tends to trip people up, and a Stuck sheet on every step that says what to do next. The steps match the printed setup guide number for number, so a rep on the phone with support can say exactly which step they are on.

One of RCLX's own reps wrote up a faster way to do it, with the phone holding the pass and the computer in a private window. It went into the walkthrough as its own path.

The printouts got shorter

The setup guide PDF was cut to six pages after a usability review, with the support numbers set as big call blocks instead of buried lines. The printouts now live inside the course, next to the step they belong to.

"Call your manager", not one person's name

Help buttons in the course used to point to one person. They now say Call your manager, because a growing team will not always have the same manager.

For the manager

Stuck is a tap, not a text

Each rep's setup stage shows on the manager's board: no setup taps yet, CLEAR done and waiting, dealer code in, logins working. When a rep taps Stuck on a step, it shows on the board with the step and the day, so the manager calls the rep who needs it instead of reading back through a thread to find out who that is.

Some setup items were taken out once RCLX saw how reps really used them. A form reps were asked to fill out never came back, so it went. Turf requests already happen by text, so the course stopped asking for them.