Comcast Commits to Integrations and Customer Experience

This was among the strongest showings ever for SSI’s Installer and Integrated Installation of the Year Awards. Read about the winners in the July issue of SSI and browse the SAMMY page to read about more runners-up.

Though best known as a cable provider, Comcast is winning over customers thanks to deep integrations between its different services. The company’s Xfinity Home business unit encompasses Comcast’s security and home automation offerings.

Powered by Xfinity Internet, Xfinity Home integrates with the company’s TV and Internet services, which according to Vice President and General Manager of Xfinity Home Dennis Mathew, “means our customers have a seamless experience where they can monitor their home and home WiFi network from the largest screen in their home. Additionally, we are the only company to offer our customers physical [Xfinity Home] and digital security [xFi Advanced Security] solutions to protect their home and all the connected devices in their home.”

Xfinity Home customers can watch TV and use the X1 voice remote to call up a view of who is outside their front door, arm their home security system or adjust the temperature or lights by simply talking into the remote.

When it comes to getting these solutions installed, Comcast is focused on providing its customers with the best experience, especially during this face-to-face interaction.

Prior to the sale of an Xfinity Home system, its professional security consultants discuss the size and needs of the residence. Recommendations are then offered and key features are shared that can improve homeowners’ experiences and meet individual needs.

The company recently launched a Time-in-Home dashboard that provides a weekly report to assist supervisors in ensuring they identify outliers and directly engage customers if they did not meet their timeline and promise.

Customers are also allowed to track the location of their technician, as well as receive cash reimbursements if an appointment window is missed.

Last year, Comcast rolled out the Premise Health Test and Install Verification Score to enhance the home security installation experience it provides to customers.

The Premise Health Test ensures home security devices are all working seamlessly before a technician leaves the home. The Install Verification Score is an added requirement that makes sure its customers fully understand how to use their Xfinity Home service such as arming, disarming and utilizing the Xfinity Home mobile app while the technician is in the home and can answer any questions.

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