Comcast recognized the value of engaging with customers through social media early on and became an industry leader in the social environment. However, Comcast had no scalable, efficient solution that enabled employees to connect with customers. It was difficult to understand how many resources were needed to support customer demand for social engagement. Lithium’s solution has provided the scalable and seamless agent to agent and agent to customer workflow we required. Comcast has been using Lithium for all social care engagement for a year and, through our robust social care scorecard, are now using social data to drive change in the organization. Among our core social care metrics are In Channel Resolution rate – resolving the customer’s issue immediately in the initial social channel – and Escalation Rate – forwarding the customer to another team for resolution. Effective management of these business objectives requires clean, easily accessible data. With this specific, reliable data we made effective changes in our team management to consistently meet those objectives and have begun to develop scaled forecasting models. This means more in-channel solutions for richer content and increased peer-peer and self-service opportunities. Comcast also utilizes the voice of the customer feature within LSW, achieving 100% customer satisfaction month after month.