Company: Comcast Business
Company Description: Comcast Business provides business-grade products, services, and expertise to meet the complex and diverse demands of businesses, through a next-generation network that is backed by 24/7 technical support.
Nomination Category: Web Achievement - Specialty
Nomination Sub Category: Achievement in User Interface Design
 Nomination Title: Comcast Business Puts Control and Convenience in the Hands of Enterprise Customers
- Which will you submit for this nomination, an essay of up to 525 words describing the nominated achievement(s), OR a video of up to five (5) minutes in length describing the same? CHOOSE ONE:
A video of up to five (5) minutes
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video:
Comcast Business Puts Control and Convenience in the Hands of Enterprise Customers
- If you are providing a written essay of up to 525 words about your nominated web achievement(s), provide it in this space:
Total 351 words used.
Building off a distinct and dynamic understanding of Enterprise customer needs, Comcast Business has created two self-empowering solutions: the new self-service modem restart and help desk experiences.
Enterprise business networks are large and often require complex and bespoke solutions, but with the self-service modem restart and help desk experiences, Comcast Business has taken complexity and wait time out of troubleshooting and network management.
Comcast Business has put control and convenience into the hands of Enterprise customers with new easy-to-use self-service options and enhancements. With a user base that ranges from senior leaders to on-the-ground, highly technical network administrators and engineers, flexibility is key for meeting customer needs and expectations.
With the new self-service modem restart, Comcast Business added increased troubleshooting functionality to its industry-leading Enterprise Access Center. This enhancement does not require any additional hardware and even allows customers to restart modems that Comcast Business does not directly monitor. Customers can now restart single or multiple internet modems at various site locations in real-time, as well as schedule a restart after-hours that won’t interfere with day-to-day operations to support routine device maintenance.
Comcast Business further enhances customer experience with Help Desk analysis and reporting, which enables both high-level data visualizations and the ability for users to drill down for more detailed and granular information. Real-time data and reports can be generated daily, weekly or monthly, or filtered by date range, helping to create a comprehensive Help Desk solution with the ability to not just create but also manage, view, and analyze tickets across all customer locations. Help Desk functionality is in fact the most utilized solution in the Enterprise Access Center (EAC) year after year, with Help Desk, Ticket Details and Dashboard-Overview driving over 85% of total page views for the past year. With this level of robust and valuable data at their fingertips, customers no longer need to reach out to their Comcast Account team for critical insights.
These bold, game-changing self-service experiences afford customers control while also increasing satisfaction and scalability and make Comcast Business an industry leader in powering future-forward possibilities for its customers.
- Optionally, list the appropriate creative and production credits for the nominated achievement(s) you are nominating, such as the following: Advertising Agency/City: Client: Art Director: Cinematographer: Creative Director: Designer: Director: Illustrator/City: Music Producer/City: Photographer/City: Printer/City: Producer: Production Company/City: Programmer: Writer: Web Development Firm/City:
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