BNSF Resources
CS staying one step ahead
The BNSF Customer Support ( CS ) team is ready , willing and able to help BNSF ’ s shortline connections and their customers answer questions and solve issues day or night . Just dial 888-428-2673 and select option 3 , then option 4 .
“ We can be the shortline ’ s point of contact for either car , train or interchange issues ,” says Mike Arita , BNSF CS assistant vice president . “ We ’ re the one point of contact for any kind of customer issue . We ’ re the place to start .”
BNSF has a dedicated team of CS analysts comprising a diverse group of segment-focused professionals who specialize in various commodity shipments . Based in the Fort Worth , Texas , office , the team is divided into three groups : Domestic Intermodal , International Intermodal and Carload .
CS has designed the service experience so that customers and shortlines can get fast answers and assistance on a broad range of topics , from billing and waybill questions to how long it will take to interchange cars at a specific location . CS handles calls with little delay after customers make a selection from the main menu .
“ We respond quickly : 99 percent of our calls are answered within 20 seconds ,” Arita said . “ I think that eliminates the frustration factor with our customers . They ’ re not waiting for two to four minutes listening to music or being told that their wait times will be 20 minutes .”
BNSF CS is staffed 24 hours per day , seven days a week , 365 days a year so that customers always have the option of speaking with a representative at any time . Intense training prepares representatives to handle an array of inquiries and ensure that the freight of shortlines and their customers moves efficiently throughout the network .
CS representatives go through four weeks of one-on-one training to hone problem-solving and communication skills . Representatives possess a thorough understanding of the segment they service , while also using advanced tools and technologies to efficiently and correctly handle requests . BNSF customers also have access to a secure Web portal at BNSF . com . The portal offers tools to help customers manage their business , including tracking and tracing shipments in real time , submitting bills of lading , and reviewing and disputing demurrage charges .
Customers must have a personal identification number ( PIN ) to access the secure portal . The PIN is designed not only to be a quick identifier but also to provide security . To receive a BNSF PIN , simply send an email from your company email address to PIN @ bnsf . com . Please provide your name , job title , company name , company address and work telephone number .
“ Every customer , whether it ’ s the shortline or shippers , needs to have a PIN ,” Arita said . “ Our CS system routes the person to the right group based on their PIN and the type of business – either intermodal , international , domestic or carload .”
CS receives an average of 800 inquiries a day , tracking customer histories using advanced telephone technology . Telephone call quality between CS representatives and its customers is monitored . The CS group reviews 100 calls weekly to ensure correct processes and procedures are followed .
Along with self-auditing , CS regularly surveys BNSF customers to ensure satisfaction . “ We get about a 26 percent response rate ,” Arita said . “ We ask customers a series of eight to
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11 questions , depending on how they answer . If we receive negative feedback , that ’ s what we call a trigger .”
If a trigger occurs , a senior manager is notified and the complaint is addressed within 24 hours . The interaction is reviewed and appropriate actions are taken .
“ It ’ s a pretty good process for us and our customers ,” Arita said . “ It greatly helped us improve the quality of service we provide .”
The center ’ s efforts have paid dividends in more ways than one . The BNSF Customer Support Center is the only railroad customer service group to earn recognition as a Certified Call Center of Excellence from BenchmarkPortal . Only 25 percent of companies attain repeat certification ,
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“ We respond quickly : 99 percent of our calls are answered within 20 seconds . I think that eliminates the frustration factor with our customers .”
- Mike Arita , BNSF CS Assistant Vice President