Project Manager (PM) information is not systematically propagated in the Comcast Control Center (C3), but it is available. The Operations Sales Support team manually updates C3 with the PM information for your opportunity. All mid-market orders (Advance Voice, Hospitality, ActiveCore & Metro-E services) receive a project manager.

Once updated manually by Sales Support the PM contact information can be found in the Contact Roles section of the Opportunity (Figure 1).

  • In most cases the PM should be assigned to your order within 7-10 business days of your order being “Sales Accepted”.
  • Opportunity Owner will receive a handoff email from the PAC with the PM assigned (Figure 2). For TSD users that are the Opportunity Owner, we recommend you take this one step further (where appropriate) and introduce the PM to the main point of contact for the Sub-Agent when you receive this email.
  • The assigned PM will have email notifications with end-user and opportunity owner. TSD support can add TSD’s Partner or Sales Agent on email thread to reach out to the PM. Best practice is to ensure all contacts needed are supplied to Comcast presales.
  • On the initial Welcome Call with the PM, they will set the cadence of communication, typically updates are provided by the assigned PM every 2 weeks.
  • If sold in SFDC, once install is complete the PM will send completion email with all assigned account information. TSD Support can finalize the email to the TSD Partner or Sales Agent with completion as well.

Figure 1

Figure 2

In the event you are unable to locate the PM information in C3, or have not been introduced to the PM between 7-10 business days after the sale is accepted, please create a Sales Support Request (SSR) to escalate with the Complex Support team to help get a PM assigned:

  • Go to the Opportunity that needs the PM assigned
  • From the top of the page locate and hover over Sales Support Request (SSR) and select New Sales Support Request
  • Edit the New Sales Support Request
    • Select “Complex Support” from the Request Type picklist
    • Select “Order Status” from the Request Category picklist
    • In the Subject line, type “Missing Project Manager Information”
    • In the Description field type “Please escalate PM assignment and make an introduction for opportunity owner and PM”

Figure 3

  • Required Information:
    • Add any additional Description needed
    • If you have files you need to attach, then you can attach any needed files
    • Ensure you’re adding everything into the SSR, you cannot make any edits to the request other than Notes & Attachments, adding paperwork or setting a task within the SSR
  • Change the Status field from New to Submitted and click Save to submit your SSR Request – your SSR will not be submitted until the Status is updated and the SSR is Saved

Once the request has been submitted, it will be routed according to the selections made in the request to the appropriate team for review and processing.

As a reminder, if you need further assistance to escalate issues, please follow the tiered Escalation paths outlined below based on the type of order you are escalating. 

 

Updated 05.2022

SMB ORDER SUPPORT

COMPLEX/ENT MIXED ORDER SUPPORT
SMB SMB Construction SMB Multi-Site (10+) SMB Renewal Complex / Multi-Site (30+) Complex Renewal (MACR)

Tier 1

 PSC Rep CPAC Rep MSPAC Rep Renewal Rep / SSR PAC Rep / SSR IAM Rep / SSR

Tier 2

 Shandra Lawrence Desiree
Salazar		 Indirect SMB
Retention		 Benjamin
Costigan		 Brittany Pacheco

Tier 3

 Ted
Downey		 Gayle Johnson Derek
Drisdale

 

  • Comcast General Support (Pre Order Acceptance): 855-862-9295
    • The Tier 1 Partner Support assigned to the opportunity in C3 should always be your first point of contact with help on a particular opportunity before it is order accepted (Figure 4)
    • Please allow Tier 1 at least two business days before escalating to Tier 2
    • Please allow Tier 2 at least one business day before escalating to Tier 3
  • Comcast SMB Rescheduling:
    • West Region – 866-971-0339
    • Northeast Region – 866-347-7357
    • Central Region – 855-336-6983
  • Comcast Complex/ENT Mixed Order Rescheduling:
    • Tier 1 PAC Rep / IAM Rep / SSR
    • PAC Rep / IAM Rep will reach out to the assigned Regional Project Managers case by case to the customer’s service order

Figure 4
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