Customer Center as a Tool for Increasing Competitiveness in Rail Freight Transport

Abstract

Competitiveness in the transport market is perceived as a feature of a company to be successful in economic competition with sustainable growth. The subject of this contribution is a proposal to improve the services of the customer center of a rail freight company. The goal is to emphasize the importance of automating the processes of communication and exchange of information between the carrier and the customer. Based on the results of a research in the form of the Delphi method, where professionals from rail freight companies were addressed, the author proposed basic principles of customer center operation and communication applications that represent a fast, safe and effective tool for information exchange, data collection and their evaluation within the rail company. New applications strengthen business relations between the carrier and the customer using modern technologies. This leads to an improvement in the company’s position on the market and an increase in the level of the company’s competitiveness.