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Customer Keynote by Comcast – Couchbase Connect New York 2017

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An ever-improving customer experience is a key part of Comcast’s business model. Hear Director of Software Development Scottt Carney explain how the company is empowering every support touchpoint with a 360˚ view of customer interactions.

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Customer Keynote by Comcast – Couchbase Connect New York 2017

  1. 1. ©2017 Couchbase Inc. IMPROVING CUSTOMER SATISFACTION BY EMPOWERING CLIENT SERVICES Scott Carney, Director of Software Development 1©2017 Couchbase Inc.
  2. 2. ©2017 Couchbase Inc. COMMITTEDTO A POSITIVE CUSTOMER EXPERIENCE 2
  3. 3. ©2017 Couchbase Inc. 3 MANY SETTINGS, MANY TOOLSTO SUPPORT SERVICE REPS
  4. 4. ©2017 Couchbase Inc.©2017 Couchbase Inc. 4 KEY Required Comments via Tech Net VISION / Customer Comments (max 325 char.) ACSR / Customer Comments (100 char. best practice) Adjustment Comments Collections Comments WIP Comments* Account Notes Location Comments Account Memos Work Order Comments Job Comments** MANY CUSTOMER INTERACTIONS
  5. 5. ©2017 Couchbase Inc.©2017 Couchbase Inc. 5 KEY Required Comments that Techs can see via Tech Net VISION / Customer Comments (max 325 char.) ACSR / Customer Comments (100 char. best practice) Adjustment Comments Collections Comments WIP Comments* Account Notes Location Comments Account Memos Work Order Comments Job Comments** ©2017 Couchbase Inc. CONSOLIDATINGWITH COUCHBASE
  6. 6. ©2017 Couchbase Inc.©2017 Couchbase Inc. 6 EINSTEIN View Contact History ACSR: 312 characters Vision: 230 characters EINSTEIN Comments ACSR: 312 characters Vision: 230 characters EINSTEIN Trouble Call Comments ACSR: 220 characters Vision: 33–170 characters EINSTEIN 360° Unified Account Notes & History ©2017 Couchbase Inc. KEY Required Comments that Techs can see via Tech Net VISION / Customer Comments (max 325 char.) ACSR / Customer Comments (100 char. best practice) Adjustment Comments Collections Comments WIP Comments* Account Notes Location Comments Account Memos Work Order Comments Job Comments** CONSOLIDATINGWITH COUCHBASE
  7. 7. ©2017 Couchbase Inc. A GREAT SERVICE EXPERIENCE REQUIRES A SINGLEVIEW OFTHE CUSTOMER 7 Many different types of Notes in multiple apps (various rules, character limits, etc.) Multiple clicks to multiple systems to gather customer info results in a slow service experience No global search across Notes hinders diagnosis and resolution
  8. 8. ©2017 Couchbase Inc.©2017 Couchbase Inc. 8 CHANGE TRAINING UNIFIED 1 LEGACY “…But this is the way we have always done this…” MANY people to train across the entire company. Bring the various tools together into a UNIFIED PLATFORM to meet everyone’s demands 2 3 ©2017 Couchbase Inc. THE MAJOR HURDLES
  9. 9. ©2017 Couchbase Inc.©2017 Couchbase Inc. 9 All Customer Notes available in a single location Search capabilities across Note types Unlimited content capacity “Profane language” management capabilities UNIFIED NOTES BUILT ON COUCHBASE
  10. 10. ©2017 Couchbase Inc. 10 INTERNAL CUSTOMER ONBOARDING SCHEDULE • Residential Support live • Business Customer Support live • Retail Support live • Technician Support onboarding NOTETYPES DEFINED BY OUR INTERNAL CUSTOMERS • General • Repair • Sales • Retention • Technician • Transfer • Appointment • Billing Need flexibility to add additional note types UNIFIED NOTES: CURRENT STATUS
  11. 11. ©2017 Couchbase Inc.©2017 Couchbase Inc. 11 NO SCHEMA HUGE GROWTH TREND POPULAR HASHTAGS IN NOTES WHY NoSQL?
  12. 12. ©2017 Couchbase Inc. WHY COUCHBASE? 12 Improved performance for our use case and anticipated volumes Couchbase already in use at Comcast Level 1 support teams already onboarded
  13. 13. ©2017 Couchbase Inc.©2017 Couchbase Inc. 14 Couchbase Cluster 1 Couchbase Cluster 2 App 1 App 2 Index/Query Index/Query Data Data Data Data Index/Query Index/Query Data Data Data Data XDCR / Cross Datacenter Replication ACTIVE/ACTIVE ARCHITECTURE
  14. 14. ©2017 Couchbase Inc.©2017 Couchbase Inc. 15 Pivotal Cloud Foundry Continuous Development GoCD pulls the Artifact and starts the gradle build Automatic Trigger of Regression Suite Java/Spring Boot Code Base Parasoft Script 2 Parasoft Script n Soatest QA INT STG PROD Continuous Deployment to Key Environments METRICS DEFECTS Parasoft Script 1 Junit test and execute Code Quality with Sonar ©2017 Couchbase Inc. OUR DEVOPS ENVIRONMENT LogValidations Response Validation Reports
  15. 15. ©2017 Couchbase Inc. 30+ MILLION 16
  16. 16. ©2017 Couchbase Inc. 90% 17
  17. 17. ©2017 Couchbase Inc. 61,000+ 18
  18. 18. ©2017 Couchbase Inc. 19 USER COMMUNITY FEEDBACK “I know how hard it was to get this feature developed and deployed. It’s become one of our favorite features. Very impressive work!”
  19. 19. ©2017 Couchbase Inc. ThankYou! 20

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