Comcast's (NASDAQ:CMCSA) MDU unit Xfinity Communities has debuted two customized platforms, Xfinity Communities Connect and Xfinity Resident Pages, intended to enable direct interaction between Xfinity account representatives, property managers and residents at certain properties receiving Xfinity services. The online portals - which offer service information, the ability to schedule technician visits and assistance with the moving process - are tailored to each multifamily property.
"Xfinity Communities is providing specialized websites that simplify the lives of property managers and their residents when it comes to the technology infrastructure in their buildings. These portals allow managers and customers alike to interact directly with our customer service team to address service questions, troubleshoot issues or just find the closest Xfinity store," said Jerrod Smith, senior director of sales effectiveness at Xfinity Communities. "We are delivering on our promise to offer the best customer experience along with better entertainment options through our package of high-performance Internet, phone, WiFi, X1 video and smart home automation services."
Xfinity Communities Connect is designed to assist Xfinity Communities customer account representatives (CARs) work with property managers via a service portal that is customized for each site. Property managers can log on to their Xfinity Communities Connect website to report service issues, request support for multiple resident move-ins or schedule CAR visits and educational resident events at their location. CARs are immediately notified when the property manager submits a request through an automated process.
The interface features drop-down service options to let property managers oversee the technology services in common areas and individual units. With all the information in one place, managers can track their requests until completed and, in many cases, find support resources to answer residents' questions without having to call a CAR.
"The Comcast Portal has been working out well for us. It is a great tool for monitoring and/or following up on residents' requests, and it keeps you in the loop at the same time," said Deborah Amendolara, office manager for Rapallo South in West Palm Beach, FL.
Xfinity Resident Pages portals, which are also hyper-local digital tools, are aimed at serving residents. They are designed to allow individuals to learn about, interact with, and sign up for Xfinity products and services. When logging on to the customized websites, residents will find service offers and promotions specific to their building, insight into how to make service purchases directly from the site, self-service support information and community-focused news related to their local Xfinity stores. The pages also provide moving assistance and links to the specific Xfinity apps for streaming video and account management. Residents can directly get answers on the technology service options available to them, without needing to go through their property manager.
"We are launching these portals at Xfinity Communities properties across the country, and the response has been phenomenal. Property managers and residents are enjoying the customized digital experience that allows them to interact with Xfinity Communities on their own schedule and for their specific needs. We are committed to adding thousands of Xfinity Communities Connect and Xfinity Resident Pages sites to our network and offering more advanced customer services to the pages in the months ahead," said Smith.
