In September 2018, Ovum attended Comcast Business' (Comcast) analyst event, where the company provided an update on its activities, including product updates and recent large customer wins. Comcast Business has previously shared its plans and intent to go beyond its traditional SME market to pursue larger customers in the enterprise segment. Comcast Business shared some positive product updates, progress on managed services, and recent customer successes.
Products, managed services, and customer service drive up market results
Ovum has previously written about the cablecos' need to expand enterprise services, add managed services, and improve customer service to make the transition upmarket. Comcast Business developed its vision and strategy to move upmarket many years ago. In 2017, Comcast Business provided some solid plans that showed it was making major investments to acquire larger enterprise customers and go beyond its base of cost-effective business internet services.
For its 2018 analyst event, Comcast shared major progress on its service portfolio, including SD-WAN enhancements. Comcast also shared progress on its investments in managed services and customer service aimed at larger, national enterprise customers. Many of Comcast's customer wins included larger customers that voted with their wallets to deploy Comcast services for their large branch connectivity.
In addition to investments in managed services and customer service, Comcast highlighted adding program management resources and discussion about its stronger SLAs for larger enterprise customers. These elements are major requirements for the large-enterprise market and part of the basic "blocking and tackling" to acquire and retain customers. Although it has been a long time in the making, Comcast provided evidence of enterprise customer traction with new, major customer wins. Comcast appears to have gotten down to business and can finally be considered a rising major competitor for large national enterprises in the US market.
"Comcast Business unveils its SD-WAN offer and ambition to move further upmarket," TE0005-001008 (October 2017)
Expanding into the Enterprise: US Cable Companies Get Down to Business, TE007-000716 (November 2013)
Mike Sapien, Chief Analyst, Enterprise Services