Case Study: Time Warner Cable achieves a 360-degree customer view with Salesforce Data.com

Time Warner Cable Creates a 360-degree Customer View with Data.com

Time Warner Cable, a leading U.S. provider of video, high‑speed data and voice serving 15 million consumers and more than 1 million business customers, struggled with fragmented customer data across millions of account records and multiple locations. Inconsistent definitions of a customer, dispersed billing and provisioning systems, and heavy manual data entry (350 hours/month by sales and 175 hours/month by service) made it difficult to provide consistent, personalized interactions.

Time Warner implemented Salesforce (Sales and Service Clouds) with Data.com to create a single customer master record, automate data enrichment and hygiene, and link multi‑location hierarchies; Wave analytics visualized serviceable footprints for reps. The unified platform reduced manual entry and corrections, gave sales and service a trusted 360‑degree view, improved cross‑channel consistency and personalization, and enabled more efficient account expansion and faster customer service.

Time Warner Cable