Improving the quality of customer service of JSC «Russian Railways» through the use of on-line technologies (on the example of the Far-Eastern territorial centre for corporate transport service)

Abstract

In the article the subject of research supports the territorial center of the Far-Eastern Transport Service (FETCCTS) Khabarovsk – one of the enterprises of the holding company «Russian Railways». During the reviewed version of the proposal of the working group of the Centre for Corporate Transport Service (CCTS) for the creation of the Center for marketing and promotion of transport services (CMPTS). Proposed his own version of the reorganization of using on-line-technology to improve the quality of customer service of JSC «Russian Railways». The application of technology «single window», which laid down the basic principles of customer relationship management (CRM-system). In addition to organizing on-line-offices CMPTS in the territory of the East of Russia proposed to establish such offices in the promising directions of development of the Eastern polygon railway network in the border cities of China, S. Korea, DPRK. Transportation services will take place on-line-mode qualified managers at the central office FETS located in Khabarovsk, Russian Federation.