RUSSIAN RAILWAY OF CRM

2020: The Russian Railway create own CRM system

On October 23, 2020 it became known of creation of the Russian Railway of own system for customer relationship management (CRM). The railway carrier will use this software for work with consignors.

As the deputy CEO of JSC "Russian Railways" – the chief of the Center of corporate transport service Aleksey Shiloh reported, by the end of October, 2020 the CRM system is at a stage of trial operation. It is going to complete all works on this project until the end of the year.

We are in permanent dialog with clients, and it very much helps us to develop and resist to different calls actively. We work on the CRM system: for the largest transport company not only in the country, but also in the world it is very difficult task. The main software modules which will be used by employees of JSC "Russian Railways" and our clients are already developed — he told.

The Russian Railway developed the CRM system

Telling about a product, the top manager of the Russian Railway noted that a system will allow clients to obtain information on all set of services which are offered by Russian Railway holding, namely – about 300 different products and services of both parent company, and all subsidiaries. For the Russian Railway it is an opportunity to see requests which arrive from clients, to watch the shift in demand on different services from consumers, Aleksey Shiloh told, having added that such information will allow to arrange with higher quality technology processes of the company under requests of clients.

It is noted that about a third of all services of the electronic directory is focused on optimization of use of the freight car – readdressing, routing, cargo expresses, shuttles, etc.

According to Shiloh, a crucial element of a new CRM system – the uniform electronic directory of services of Russian Railway holding which creation demanded a complete description of all processes.^[1]

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