Case Study: Comcast Xfinity achieves faster retail service and shorter wait times with Think Company

Comcast Xfinity shortens store wait times with Think Company

Comcast Xfinity needed to create a world-class retail experience but was hindered by inflexible technology that caused long wait times and frustration for both customers and employees. They turned to Think Company for service design consulting to help reimagine and optimize their retail operations.

Think Company designed and piloted a modern, intuitive tablet application to replace the previous fragmented systems, freeing sales agents from desktop computers. They also introduced new processes including a simple check-in for equipment drop-offs and a buy online, pick-up in store option. This solution resulted in delightfully shorter wait times and allowed sales agents to focus on customers most likely to purchase new products and services.

Comcast Xfinity