CASE STUDY

Humanizing automation at Comcast

Explore how thorough testing, automation, and experience design can enhance customer satisfaction and empower support teams

Project Overview

Comcast partnered with MicroAgility to

Develop and implement a user-friendly, automated operational readiness testing (ORT) process to elevate customer service quality and team efficiency

Comcast is a global media and technology leader, providing video, internet, and phone services to millions.

As one of the world's largest video, high-speed internet, and phone providers, Comcast connects millions to the moments that matter. We strive to create the best in media and technology to keep people informed, entertained, and connected every day.

The stats of Comcast

31+ Million Customer Relationships

50+ Million High-Speed Internet Customers

100+ Ongoing Technology Projects

THE Fact

In 2024, 85% of customers say reliable, glitch-free service is their top priority in choosing a telecommunications provider.

The Core Problem We were tasked with

The problem:

Comcast needed to improve its ORT process for flawless service delivery but lacked an efficient, automated, user-focused system.

  1. Manual testing processes were time-consuming and inconsistent, leading to potential oversights that could affect customer experience and team morale.
  2. The complex interplay between various data source systems made comprehensive testing challenging, risking undetected issues in production and frustrating support teams.
  3. Lack of a standardized, automated ORT process hindered the team's ability to rapidly deploy updates and improvements to customer-facing services.
  4. The existing system's user interface was unintuitive, making it difficult for support teams to efficiently conduct tests and interpret results.

Key Stats

Additional challenges to overcome

01

Aligning technical teams on a unified ORT vision and consistent testing practices.

02

Balancing thorough testing with the need for rapid deployment to stay competitive.

03

Ensuring the automated system adapts to future technologies without extensive redesign or retraining.

04

Designing an intuitive interface for both experienced and new team members to boost productivity and satisfaction.

In a nutshell

The problem was threefold

Comcast needed to enhance issue detection, streamline testing for faster deployments, and create a user-friendly system for support teams.

Implementing the Solution

The solution:

We created an automated Operational Readiness Testing (ORT) process with a focus on Devices, IP, and SNMP validation, featuring a user-friendly interface.

Our team analyzed and designed an automation system that seamlessly interacted with other data sources like Visional and Concord VSN for efficient device discovery.

We created a detailed list of conditions and scripts for various focus areas, ensuring thorough testing of all critical components from operational procedures to help desk readiness.

By implementing rigorous software validation procedures and intuitive user interfaces, we enhanced the stability, reliability, and usability of Comcast's technical infrastructure. This automated, user-friendly approach increased testing efficiency%, improved issue detection rates, and reduced training time for new team members

OUR WAYS

Strategies employed

01

Conducted in-depth systems analysis and user research to understand both technical requirements and human needs.

02

Developed a flexible automation framework with an intuitive interface, adaptable to future technological advancements.

03

Implemented comprehensive testing scripts covering all aspects of operational readiness, with clear visualizations of results.

04

Coordinated with cross-functional teams to ensure alignment between technical capabilities, customer needs, and team usability requirements.

05

Utilized PMI, SDLC, and UX design methodologies to ensure systematic development and user-friendly deployment of the ORT system.

10+ Systems

Integrated seamlessly

Hundreds of

Test Scenarios Integrated

Tech Stack

Integrated Automated Daily Tech Expertise, UX Design, Agile Methodologies

THE RESULT

Impact that speaks volumes

Our automated ORT process improved Comcast's service quality and transformed support team efficiency.

THE OUTCOME

The new Automated ORT system ensures rapid, thorough testing with an intuitive interface for support teams.

This ensures robust infrastructure for every customer interaction, with over hundreds of test scenarios validated daily, achieving 99.99% reliability and reducing support stress by 35%.

Here is how it impacted the people involved

Grassroots Level

The impact on support teams

After struggling with time-consuming, complex manual tests, support teams now have a user-friendly system that boosts confidence in rapidly identifying and addressing potential issues.

With the new intuitive interface, technical staff can focus on innovation and improvement rather than grappling with confusing testing procedures. Team members reported increased job satisfaction, reduced stress, and greater confidence in service quality.

Improved Issue Detection

Enhanced User Experience for Staff

Increased Confidence in Deployments

Faster Response to Customer Needs

Organizational Level

The impact on Comcast

By implementing a robust, automated ORT process with a focus on user experience, Comcast achieved significant improvements in service reliability, deployment efficiency, and team productivity.

The new system streamlined testing procedures, reduced human error, and enhanced the company's ability to rapidly roll out new features and services while keeping the human touch in customer interactions. Customer satisfaction scores increased, with a reduction in service-related complaints, and employee retention in technical roles improved.

More Agile Service Deployment

Improved Employee Satisfaction

Enhanced Customer Experience

Increased Customer Loyalty

“MicroAgility's expertise in developing our automated ORT system has been transformative. We now ensure superior service quality with unmatched efficiency, enhancing both customer experience and team satisfaction.”

Director, Comcast

Here's what we can learn from this case study

The successful implementation of an automated, user-friendly Operational Readiness Testing system demonstrates the power of combining technical innovation with a people-centric approach. By focusing on thorough, efficient testing processes and intuitive user experiences, telecommunications companies can significantly enhance service reliability, accelerate innovation, and ultimately deliver a superior experience to both their customers and employees in an increasingly connected world.

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