Everything Everywhere is investing £50 million to transform customer service for its 27 million T-Mobile and Orange UK users. It’s going to redesign its service operations around handset operating systems and the devices that use them. Overall, £50 million will be invested in contact centres, high-street stores and customer-facing staff this year.

The company says this new approach is designed to meet customers’ changing needs, enabling Orange and T-Mobile staff to offer advice about devices, technology and account information without having to transfer customers between departments.

Everything Everywhere has completed the final stage of the ‘big switch-on’ integration project it started in October 2010.

Orange and T-Mobile customers will now be able to use the other network automatically if they start to lose their 3G signal; a service the company is calling ‘Smart Signal Sharing’.

Mark Bridge writes:

This story starts with Mercury One2One and Orange. They were acquired by Deutsche Telekom (which changed One2One’s name to T-Mobile) and France Telecom. Next, Everything Everywhere was created to run the T-Mobile and Orange brands in the UK.

The latest quarterly financial results from Everything Everywhere reveal that 71% of ‘pay monthly’ customers now have smartphones; an increase of 14 percentage points from the Q1 2011 figure of 57%.

An increase of 151,000 post-pay customers since the previous quarter, along with a drop of 494,000 prepay users, means that 49% of customers on Orange and T-Mobile UK networks currently have a post-pay contract.

Everything Everywhere says Nathan Vautier will join the company next month as Director of Indirect Sales for the Orange and T-Mobile brands.

He’ll report to Marc Allera, the company’s Chief Sales Officer.