Case Study: Comcast improves customer service and CSR workflow with Think Company’s CRM redesign

Comcast improves CRM support for 20M+ customers with Think Company

Think Company partnered with Comcast to address challenges with its outdated Customer Relationship Management (CRM) software. The telecommunications giant, with over 20 million customers, needed to modernize its digital tools for customer service representatives to keep pace with new services and evolving customer needs.

The solution from Think Company involved an agile, dual-team approach to redesign the CRM. This included extensive user research and the creation of a responsive design system, which was rapidly optimized for remote work during the COVID-19 pandemic. Think Company's work resulted in faster service resolution times, a more efficient and cohesive user experience for agents, and the development of a scalable, replicable platform foundation for future growth.

Comcast