Time Warner Cable Creates a 360-degree Customer View with Data.com
When you’ve got over 1 million business customers, keeping up with individual service demands starts with a clear understanding of who they are. At Time Warner Cable, this required redefining how they approach their business, and getting all their customer-facing teams on the same page.
Time Warner Cable needed a comprehensive, 360-degree view of each customer that everyone in the company could rely on, but asking sales and service people to manage their sizeable database proved expensive and often inaccurate, so they enlisted Data.com to automate the data entry and hygiene processes in real time. Data.com cleans their account data so that Time Warner has the complete picture of each customer.
Leveraging a customer master built upon Salesforce and Data.com has not only given Time Warner a clear picture of its customers, it’s also helped the organization better organize itself, strengthening its to ability to act like one company. Instead of sales using one system, billing another, and provisioning another still, all their systems are integrated into Salesforce, so the entire company is working off of the same information. By using Salesforce and Data.com to create that master view, Time Warner Cable now has continuity across all of channels, thereby improving every interaction with their customers.