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October 12, 2019

Customer Order and Service Installation Portal

The Challenge

Modernize and integrate disparate business systems. As one of the leading telecommunication global company, the customer delivery and satisfaction remains one of the highest priorities for Comcast. From ordering services to the final installation, the order management system needed to be simple and completely transparent to the customers. They needed a modern portal and app solution for their customers, customer service reps and field techs.
“Customer satisfaction has been our top priority. The delivery team at Enterprise64 understood the values of Comcast. They also understood that customer experience is paramount and that it required integration across the board. The team was there guiding us every step of the way. I would work with them again in a heartbeat!” – VP Customer Success, Comcast

The Solution

Create a strategy that allows business to continue unimpaired while modernizing.
Just like many service providers, Comcast relies heavily on customer satisfaction from the start to finish. Keeping the customer experience in mind, Enterprise64 began to work with end-users and many functional and operational teams within Comcast to design a portal that would fit every business need. The new interface was comprised of four different modules that brought disparate systems together to have a seamless experience for the end-users, installers, and business users:

Customer facing App
A cross-platform app was designed where customers were able to select different products, review their accounts, upgrade, place orders, create trouble tickets and manage appointments. The new app also give them the ability to track their service delivery in real-time from start till finish.

Field Services Provider Portal and App
A new vendor portal and app was designed to keep contractors and business systems in sync to provide the best service possible. The final installation service providers had all the tools on their tablet before they would schedule and meet the customer for their installations.

Customer Service
A new web application was created, integrating the CRM, Order Management System and ServiceNow ticketing system. The Customer Service Reps have now the visibility and knowledge to help the customers and guide them through every step of the way at their fingertips without going to 3 separate portals.

Buiness Intelligence
We creating data-flows from disparate systems, and leveraged cloud capabilities to create actionable intelligence for business users. Users could now view personalized, pertinent and actionable views that previously required manual work. Enterprise64 designed intelligent reports that enabled the business users to maek smarter decisions and provide greater value to their customers and business stakeholders.

Technical solution & Technology stack

Hosted on a private Cloud environment, Enteprise64 implemented Node.js micro services to integrate the back-end systems together. The front-end interface of the portal was designed using React, and the apps were built on ReactNative.