A hybrid work schedule has become the new normal, making a reliable internet connection even more than ever.  Nearly everyone is dealing with remote work and remote learning while virtual hangouts have become a main form of social interaction. For one of our nation’s largest Internet service providers, these shifts in everyday life mean doing everything they can to help us stay connected.

The Problem – Keeping connections reliable and internet accessible.

With millions of customers, Comcast understands how essential it is to be prepared for the unexpected, especially when it comes to customer care and support. That is why AirLocker has been working hard with Comcast to enable their IT support and streamline their customer service since 2017

When your internet goes down or your network connection needs troubleshooting, Comcast will deploy one of its technicians if the issue needs to be fixed on-site. These technicians are spread all over the nation and are the frontline team members for your neighborhood support.

They are, however, dependent on crucial parts and IT test equipment to fulfill their roles. Whether it’s a laptop computer or a desktop, a tablet or a smart phone, or other IT accessory, this equipment has been traditionally stored in Comcast warehouses and issued by the Comcast IT support department. When a technician calls IT support and a new device is deemed necessary, it needs to be pulled from the warehouse inventory and processed before it can be shipped to the technician. This can take time that leaves the technician unable to work effectively for an extended period.

These technicians needed a faster, more reliable system that would bring the essential equipment closer to the staff that need them.

The Solution – Secure, inventory tracking lockers for equipment distribution.

With a forward-thinking strategy in mind, Comcast asked the AirLocker team to design an agile, future-proof solution that would not only securely store equipment closer to customer sites, but also include intelligent inventory tracking software that notifies the IT service department when items need to be restocked.

With over a hundred steel locker systems built for strength and security, and an easy to-use-software application, AirLocker was able to create a network of smart lockers for Comcast that delivered steady support, even through the pandemic.

With the lockers deployed in easily accessible locations and stocked with critical equipment for technicians, the improved workflow now looks like this:

• A Comcast field technician calls the IT support department about an issue with his equipment.
• The support technician determines that a replacement product is needed for their field technician “customer”.
• The support technician enters the equipment details and customer location into the AirLocker system.
• The system searches nearby inventory and finds the closest locker to the customer that contains the requested equipment.
• The support technician reserves the equipment for the customer.
• The system then sends a QR release code via text and email to the customer along with a Google Maps link for directions.
• The customer can then drive to the locker, scan their release code and immediately retrieve the replacement item.
• Both the request and pickup processes can be done within minutes, saving field technicians countless hours and allowing them to continue working with minimal interruption.

AirLocker’s solution also sends notifications to Comcast when items are out of stock, in addition to providing analytics to help eliminate delays.

Built for flexibility, scalability, and reliability, all AirLocker solutions are designed to quickly respond to any situation – including the one we find ourselves in today. Always trying to anticipate what our enterprise customers will need tomorrow, investing in the future has helped Comcast prepare for the unexpected.

The AirLocker solution has helped mobilize thousands of technicians and service representatives, allowing them to focus on supporting the businesses and residences that rely on them.