Case Study: Comcast achieves a unified customer view and faster support with Couchbase

Creating a single view of customers across multiple lines of business

Comcast, a major media and entertainment provider with nearly 30 million customers, needed a single view of customers across multiple lines of business to improve support. Relational systems made it hard to capture diverse account notes, perform global searches, and quickly assemble customer context, causing slow, fragmented service experiences.

Comcast implemented a Customer 360 solution built on Couchbase Server (Einstein 360) to consolidate user profiles, session data and omnichannel interactions, using features like N1QL, in-memory processing, cross-datacenter replication and Multi-Dimensional Scaling. The result was a single source of customer information that sped up support, improved diagnosis and resolution, and scaled cost-effectively to handle 40M+ documents and thousands of users.

Comcast

Scott Carney

Director of Software Development