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Comcast Corporation:
Digital Transformation
Redefining customer satisfaction and operational
productivity
Challenge
Digital Global Systems (DGS) tackled several challenges in the realm of RF monitoring. Clients sought a sophisticated solution capable of monitoring a wide range of radio frequencies and detecting anomalies effectively. Moreover, there was a pressing need for an intelligent system that could not only identify interference but also suggest potential causes. DGS also faced the task of aiding clients in formulating effective mitigation strategies based on the interference data collected. Additionally, there was a demand for a comprehensive visualization tool to interpret the complex frequency data efficiently.
The Solution
Create a strategy that allows business to continue unimpaired while modernizing. Just like many service providers, Comcast relies heavily on customer satisfaction from the start to finish. Keeping the customer experience in mind, Enterprise64 began to work with end-users and many functional and operational teams within Comcast to design a portal that would fit every business need. The new interface was comprised of four different modules that brought disparate systems together to have a seamless experience for the end-users, installers, and business users:
Customer Facing App
A cross-platform app was designed where customers were able to select different products, review their accounts, upgrade, place orders, create trouble tickets and manage appointments. The new app also give them the ability to track their service delivery in real-time from start till finish.
Field Services Provider Portal and App
A new vendor portal and app was designed to keep contractors and business systems in sync to provide the best service possible. The final installation service providers had all the tools on their tablet before they would schedule and meet the customer for their installations.
Customer Service
A new web application was created, integrating the CRM, Order Management System and ServiceNow ticketing system. The Customer Service Reps have now the visibility and knowledge to help the customers and guide them through every step of the way at their fingertips without
going to 3 separate portals.
Business Intelligence
We creating data-flows from disparate systems, and leveraged cloud capabilities to create actionable intelligence for business users. Users could now view personalized, pertinent and actionable views that previously required manual work. Enterprise64 designed intelligent reports that enabled the business users to mark smarter decisions and provide greater value to their customers and business stakeholders.
