RR-10 RR-10-08-01 — Digital Customer Channels and APIs
This process manages the digital customer channels and APIs for tracking and managing freight shipments, ensuring real-time visibility and seamless communication between customers and the railroad.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-08-01 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Digital Customer Channels and APIs |
| Trigger | Customer initiates a shipment request through the up.com secure portal or Loup Logistics system. |
| Outcome | Successful completion produces a fully tracked and managed shipment with real-time updates to the customer via digital channels. |
| Systems | up.com secure portal Loup Logistics ShipmentVision Harriman Dispatching Center I-ETMS NetControl |
| Regulatory Hooks | 49 CFR Part 232 AAR Interchange Rules |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Receive Shipment Request | Account Manager / Sales Representative | up.com secure portal; Loup Logistics | Shipment request with details | Acknowledgment of receipt | Response time within 2 hours | Handling large volumes of requests simultaneously | Y | N |
| 1.2 | Validate Shipment Details | Pricing / Yield Manager | Loup Logistics; ShipmentVision | Shipment request details | Validation report | Accuracy rate above 95% | Ensuring compliance with AAR Interchange Rules | Y | Y |
| 1.3 | Assign Shipment to Train | Train Dispatcher | Harriman Dispatching Center; I-ETMS | Validated shipment details | Train assignment confirmation | Assignment accuracy rate above 90% | Optimizing train schedules for efficiency | Y | N |
| 1.4 | Update Shipment Status | Control Operator | NetControl; I-ETMS | Train assignment confirmation | Shipment status update | Status update frequency every 30 minutes | Maintaining real-time data integrity | N | Y |
| 1.5 | Monitor Shipment Progress | Dedicated Logistics Representative (Loup) | ShipmentVision; Loup Logistics | Shipment status updates | Progress report | Progress monitoring accuracy above 85% | Handling unexpected delays | Y | N |
| 1.6 | Handle Customer Queries | Account Manager / Sales Representative | up.com secure portal; Loup Logistics | Customer queries | Query resolution report | Resolution time within 1 hour | Managing customer expectations | Y | Y |
| 1.7 | Prepare Shipment Completion Report | Pricing / Yield Manager | Loup Logistics; CHARM | Final shipment details | Completion report | Report accuracy rate above 90% | Accurate cost calculation | N | Y |
| 1.8 | Notify Customer of Completion | Account Manager / Sales Representative | up.com secure portal; Loup Logistics | Completion report | Completion notification | Notification accuracy rate above 95% | Ensuring timely notifications | N | Y |
| 1.9 | Review and Adjust Pricing | Pricing / Yield Manager | Loup Logistics; TRAIN II | Shipment details and completion report | Adjusted pricing report | Pricing adjustment accuracy above 80% | Dynamic pricing adjustments | Y | N |
| 1.10 | Finalize Shipment Record | Claims Adjuster | Interline Settlement System; CHARM | Adjusted pricing report | Finalized shipment record | Record accuracy rate above 90% | Handling complex settlement scenarios | N | Y |
| 1.11 | Update Customer Portal | Account Manager / Sales Representative | up.com secure portal; Loup Logistics | Finalized shipment record | Updated customer portal | Portal update frequency every 24 hours | Maintaining data consistency | N | Y |
| 1.12 | Close Shipment Case | Account Manager / Sales Representative | Loup Logistics; up.com secure portal | Updated customer portal | Shipment case closure | Case closure rate above 95% | Handling unresolved issues | N | Y |
📊 KPIs & Risk Register
KPIs
Response time within 2 hours Assignment accuracy rate above 90% Status update frequency every 30 minutes Progress monitoring accuracy above 85% Resolution time within 1 hour Report accuracy rate above 90% Notification accuracy rate above 95% Pricing adjustment accuracy above 80% Record accuracy rate above 90% Case closure rate above 95%
Key Risks
Handling large volumes of requests simultaneously Ensuring compliance with AAR Interchange Rules Optimizing train schedules for efficiency Maintaining real-time data integrity Handling unexpected delays
Swim Lanes
Account Manager / Sales Representative · 1.1, 1.6, 1.8, 1.11 Pricing / Yield Manager · 1.2, 1.9 Train Dispatcher · 1.3 Control Operator · 1.4 Dedicated Logistics Representative (Loup) · 1.5 Claims Adjuster · 1.10