Comcast Business Awards Submission: CB App

The CB App Brings Maximum Mobility and Agility to Market

The all-in-one Comcast Business App stands alone among competitors in seamlessly offering both account and product management functionality along with full voice calling features for an app experience that empowers customers on any smartphone, anywhere they need to be. Continuous enhancements have driven unique users to an all-time high, up 30% YoY. Among customers who use the App, half interact with Comcast Business by using the App exclusively.

The Challenge: The original Comcast Business App showed limited customer engagement and ROI due to its minimal admin capabilities and voice options. There was much opportunity to maximize the powerful app space over a basic mobile desktop experience.

The Solution: In listening to the needs of its customers, Comcast Business developed new flexibility within the app which significantly enhanced the customer journey. Mobile users can choose to land directly on Account Overview to access an extensive set of features found in the My Account web dashboard, including bill pay, manage services, update preferences, and more, or they can choose to land on the voice mobility feature with its innovative calling capabilities including Be Anywhere, enabling them to make and receive calls remotely from the primary business number. As a result, bill pay through the App has risen 20% YoY, while Auto Pay enrollments are up 150% YoY, with a new, one-click Auto Pay enrollment feature accounting for almost 70% of sign-ups. This direct response to customer feedback has helped set apart the CB App compared to other voice apps and is often one of the highest rated among comparable competitor offerings in both Android and iOS app stores.

The CB App encompasses the Comcast Business brand pillars of being Practical (maximizing efficiency through thoughtful and expansive mobile access and performance), Personal (products built from a deep and dynamic understanding of business customer needs and movements), and Bold (game-changing customer experiences that afford control while also expanding access). In this way, Comcast is fulfilling the promise of being future forward and powering the possibilities of business owners, helping to keep them competitive, even during these unprecedented times.