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Comcast: Transforming Customer Experience in Telecommunications
Redefining Customer Satisfaction and Operational Productivity.
Insight
- Comcast faced various challenges, including outdated customer channels, inefficient field service management, and system integration issues, hindering service delivery and customer satisfaction.
How we Helped
- Our team built a modern customer portal with AI personalization and improved field services using Salesforce and mobile apps for real-time updates.
- Integrated new platforms with existing systems via cloud solutions and APIs and set up a robust maintenance framework with DevOps and monitoring tools.
Project Overview
Enterprise64 partnered with Comcast, a leading telecommunications company, to enhance its digital services. The client required a modernized customer portal, efficient field service management, and seamless system integration.
We delivered an AI-powered customer portal, upgraded their field services using Salesforce Service Cloud, and integrated new platforms with existing systems via cloud solutions and APIs. We also implemented a robust maintenance and support framework, which improved customer satisfaction and operational efficiency.
The Challenges
Comcast faced several digital transformation hurdles that impacted its service delivery and customer satisfaction.
- The company’s customer interaction channels were outdated, failing to meet the digital expectations of today’s consumers, leading to diminished satisfaction levels.
- Additionally, field service management was plagued by inefficiencies, such as scheduling problems and delays in service provisioning, which further affected operational effectiveness.
- The situation was compounded by system integration issues that created bottlenecks and data silos alongside the existing infrastructure’s demand for substantial maintenance and support resources, which in turn, hindered overall efficiency.
- Addressing these challenges is crucial for Comcast to enhance its digital footprint and align more closely with modern consumer demands and operational excellence.
The Solution
Development of a Modern Customer Portal
Created an intuitive, user-friendly customer portal using React.js for the frontend, Node.js and Python for backend integration, and AI for personalization.
Revamped Field Services and Ticketing System
Our team implemented Salesforce Service Cloud for advanced ticketing and sophisticated field service management systems. We also developed mobile applications for field technicians, enhancing real-time communication and efficiency.
Seamless System Integration
Established a cohesive operational framework by integrating the new digital platforms with Comcast’s existing systems using cloud solutions (AWS, Azure) and custom APIs.
Robust Maintenance & Support System
Created a sustainable framework for continuous system support, employing tools like Prometheus and Grafana for monitoring and DevOps practices for ongoing updates.
The Impact
- Comcast’s recent updates to its digital services have marked significant strides toward enhancing customer experience and operational efficiency. Introducing a new customer portal has notably boosted user satisfaction and engagement, a change supported by positive customer feedback and an uptick in usage statistics.
- The company achieved operational efficiency by streamlining field services and ticketing processes, resulting in quicker issue resolutions, lower costs, and better resource allocation.
- Creating an integrated digital ecosystem has also facilitated a seamless operational flow, improved data accuracy, and simplified the complexities of data management.
- Comcast established a sustainable infrastructure with a robust maintenance and support framework, ensuring its digital infrastructure’s long-term reliability and adaptability.
