Comcast

Creating a single view of customers across multiple lines of business

Industry

Customer application

  • Einstein 360 unified customer account information

NoSQL solution

Use case

  • User profile store
  • Session store
  • Omnichannel
  • Personalization

Product

Key features

Comcast logo white


Comcast, a leading provider of video, high-speed internet and voice services with nearly 30 million customers, uses Couchbase to deliver better customer support across multiple lines of business. A key part of Comcast’s business model is to provide a customer experience that is always improving. Achieving that goal is complicated because customers interact with Comcast in many different ways – and capturing all those interactions to build a single view of each customer had become a serious challenge with relational technologies. With Couchbase, Comcast presents a complete picture of each customer’s account and status when support receives a call, resulting in better, faster service for the company’s customers.

"With a partner like Couchbase working side by side with us building these kind of resilient large solutions, it puts us in a good place to really achieve our goal of a perfect customer experience."

Scott Carney
Director of Software Development, Comcast

CHALLENGES

  • Many different types of customer account notes in multiple applications (various rules, character limits, etc.)

  • Multiple clicks to multiple systems to gather customer information results in a slow service experience

  • No global search across notes hinders diagnosis and resolution

OUTCOMES

  • Improved performance for notes use case and anticipated volumes
  • Single source of customer information to improve the support experience
  • Multi-Dimensional Scaling allows cost-effective growth: 40+M documents and 61K users

Talk to a Couchbase Solutions Engineer