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
- N1QL
- Multi-dimensional scaling
- Cross datacenter replication
- In-memory database
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
