Customer satisfaction is an integral component of GATX Rail Europe’s main principles and values. And the quotation process is central to our clients’ high approval levels, based on key factors such as quotation time, response process duration and expert follow-up. True to our effort to make railcar leasing easier, we considered our customers’ 2018 and 2021 happiness survey results and responded by significantly improving the quotation process and aiming to optimize inquiry times.
How was it accomplished?
We have set up an internal “Request-To-Quote” (R2Q) project to create a streamlined tool for a new, fully digital workflow process. This tool improves internal and external collaboration for existing fleet and new-build projects during the quotation stage. GATX Rail Europe created the digital mechanism by integrating three IT systems: our CRM, the new R2Q engine and our fleet management tool. In short, the new R2Q engine’s features closed the digital gap that previously existed when the collaboration took place via email and phone.
When and where?
Starting this May, making an order will become even simpler and easier for customers. Try it yourself: You can directly request a quote or start your railcar search.
What are the benefits?
Pursuing this project resulted in multiple benefits. While improving customer satisfaction we also continue to transform into a more digital and data-driven company. Five key advantages lie in the heart of these changes:
- Establishing a consistent quotation approach across business, sales and company entities
- Effectively collecting documents and forwarding inquiry details
- Enhancing the quotation workflow’s transparency, thereby establishing the foundation to further accelerate quotation response times
- Strengthening and facilitating internal collaboration
- Creating new possibilities to engage with you, our customers, giving you the option to share and verify inquiry details
Reducing past inefficiencies makes it easier to track decisions and recommendations, allowing for the entire team to join forces online. For railcar-based decisions, the new tool guides the way by focusing on what is essential for each respective car type. This in turn allows us to capture customer requirements transparently and ensure that you receive the exact railcar you need.
Jörg Nowaczyk, Chief Commercial Officer, emphasized, “The new tool is the new essential in our day-to-day operations, as it offers an efficient framework that truly captures the specifics of our customers’ inquiry details while also making them available to our team. All information needed for the handover and leasing preparations of each railcar type group can now be summarized and accessible to the client.”
Overall, there is a high acceptance of the new tool throughout GATX Rail Europe, and we continue to challenge ourselves and strive to make railcar leasing easier for you. Stay tuned for more updates! #railcarleasingmadeeasier