Digital Foundry - comcast
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Comcast Cable

Exceeding Online business expectations 

Comcast Cable

Comcast Corporation Provides cable, entertainment and communications products and services to 23.3 million cable customers, 10 million high-speed Internet customers and 1.6 million voice customers.

Challenge: High Customer Service Costs, limited Online Marketing & Customer Self-Service

Prior to engaging Digital Foundry, Comcast Communications had a limited corporate Web presence, primarily due to its decentralized operational structure and complex backend systems.  This limitation meant that nearly all customer service and marketing inquiries had to be routed to a live Comcast customer service representative.  Comcast management recognized that by not fully utilizing the Web, they were missing mission critical opportunities to reduce operating costs, increase sales, strengthen affiliate marketing and improve customer satisfaction.

Solution: World Class customer service and ecommerce Site

In 2001, Comcast selected Digital Foundry to help plan, build and maintain its corporate customer service and marketing site: www.Comcast.com.  To this end, Digital Foundry deployed its Corporate Website Services and Creative Design Services to produce a world-class online experience that matched the goals and the business objectives of this growing telecommunications leader. 

Today, Comcast and Digital Foundry continue their partnership through arrangements for ongoing site maintenance and production support.  By doing so, Comcast is well positioned to leverage

Digital Foundry - comcast

 

Digital Foundry’s strategic planning and technical know-how as special projects are needed to support rapid growth.  Digital Foundry projects often include optimizing delegated site administration, tightening affiliate integration and improving online self-service functionality.  Other special projects include integrating disparate billing systems, consuming third party services, tightening site security and enhancing site performance/scalability.  Comcast used Digital Foundry for many of these special projects following its acquisition of AT&T Broadband in 2002.

Benefits: Powerful online channel for Sales, marketing and customer service

Comcast’s relationship with Digital Foundry has helped it exceed its online business objectives.  Online sales have grown from zero to nearly $200 million annually between 2001 and 2005.  Today, Comcast.com easily facilitates the sale of nearly 250,000 products from three lines of business spanning Comcast’s footprint of over 40 million homes passed.  Comcast.com also provides online self-service for over 20 million cable and broadband subscribers and over 3 million sites members, while providing a fulfilling experience for 6 million unique visitors every month.