Comcast

Comcast - Creating a single view of customers across multiple lines of business

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.

About Comcast

40+

million documents

61K

users

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

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