Customer success specialists focus on building up our customers’ knowledge so they feel empowered to navigate and utilize Railinc products, making them more efficient in their day-to-day roles. With hundreds of support documents available that cover nearly every action one could take in an application, customer success specialists utilize these resources when assisting customers and provide walkthroughs on where to find product information.
The CSC is constantly evolving, whether it is by developing new ways to assist Railinc’s customers, providing better security for the Letter of Authorization process, or bringing on new team members who will go on to roles in product support, business operations, information technology, and more.
Customer service does not stop after employees move on from the CSC: product support specialists and business analysts form close professional relationships with customers and work with committees to determine the most impactful projects and improvements for the freight rail industry. Some of these projects are covered in another section of this report.
Product support specialists also host free webinars every year on some of our most-used products, including Umler and Damaged and Defective Car Tracking (DDCT).
In 2024, nearly 1,200 customers joined Railinc webinar sessions to hear directly from product experts on topics such as Umler permissions, DDCT incidents, and the Car Repair Billing invoicing process.
The customer service team always ensures that my questions are answered, and they are very helpful.
- Class I user
Customer service is always available, pleasant, and very responsive.
- Class I user
I appreciate the technical expertise and support when I encounter issues. Customer support staff are friendly and responsive.
– Short line railroad user
If I need to call with a question, representatives are trained and respectful, with cheerful tones in their voice. They take the time to explain to me so I understand.
- User with logistics firm
Customer service is top notch and one of the best features of Railinc.
- User in railcar services
The technical and product support is outstanding. Customer service personnel are friendly and knowledgeable.
– User in financial servicesTo reinforce Railinc’s commitment to customer success, customer success specialists, product support specialists, and business analysts receive in-depth training on our products and services, rail industry terminology, and how our applications support the industry. This provides them with the knowledge they need to assist our customers with any of their needs and allows them to grow within Railinc and the rail industry.
