奥纬咨询：2025弥合鸿沟：北美货运铁路客户连接强化路径研究报告（英文版）（20页）.pdf

1、Strengthening North American Freight Railroad Customer ConnectionsJames MillerMichelle BowlingBridgingThe Gap Oliver Wyman2Bridging The Gap:Strengthening North American Freight Railroad Customer ConnectionsIntroductionOliver Wyman connected with 30+senior transportation decision makers at North Amer

2、ican retailers,manufacturers,and third-party logistics providers(3PLs)this year,to determine what is influencing their surface transportation mode choices.As an update to our 2020 Shipper Survey,we asked decision makers at these companies to tell us about their pain points,what railroads are doing w

3、ell,and what it would take for shippers to increase their use of rail.While every company is different and faces different requirements for its own supply chain,four key themes appear to be resonating across this group,offering important insights into shippers transportation decision making and what

4、 might encourage a more rail-forward outlook in the future.Shippers told us that railroads must demonstrate greater responsiveness,spanning multiple transaction interactions.Customers want faster,more efficient,more proactive communication and action from railroads across pricing,invoicing,claims,lo

5、cal service changes,and decision-making on customer requests.Shippers must move lightning fast to keep todays supply chains fluid,efficient,and reliable.They want carrier-partners that have the same sense of urgency and commitment to respond to and solve customer needs.This is as much about attitude

6、 as speed:shippers seek a real sense of dedication from their transport providers to help them resolve their supply chain challenges.On the good news front,half of shippers we surveyed said that railroads have become more customer-centric since 2019.Shippers want to do more with railroads and expres