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Connected Workforce Program
Through an enterprise-wide transformation effort, Amtrak has seamlessly connected its people, processes, and applications. They have brought the organization together in a whole new way by making communication and collaboration easier from station to HQ. Amtrak is delivering innovation for the iconic brand, from inside out.
Profile
Amtrak serves 85,000 passengers a day, from 500 stations spread across 46 states, Washington D.C., and three Canadian provinces.
As a result, its workforce is highly dispersed, putting extra pressure on leadership to foster a connected environment in order to keep a logistics heavy mission moving full steam ahead.
Use Case
Amtrak launched its Productivity Workspace—a portal that serves up the latest news, mission-critical information, applications, and more—in a single, role-based profile page.
This helps keep each and every employee more informed and more involved with the larger Amtrak organization, delivering a higher quality employee experience that has a direct impact on the customer.
Meet Zach
Zach’s an Amtrak train yard supervisor at Union Station in DC. He manages a team that is responsible for maintaining a quality rider experience – food, comfort, and cleanliness. This requires Zach to:
* Coordinate train upkeep and turnover work across his team.
* Communicate status, escalate issues and report back to his team.
* Stay connected to the broader employee workforce from his peers, employees, and even the CEO.
Let’s see how his life his life has changed since using the Productivity Workspace built on Salesforce.
My Amtrak
Zach logs into his My Amtrak Productivity Workspace, built on Salesforce.
The Workspace is personalized for his role within Amtrak, serving up all of the information he needs in a single view.
Chatter Feed
The Chatter feed gives Zach a real-time communication tool for keeping in touch with co-workers and HQ.
Complete tasks in priority order
The My Open Tickets section allows Zach to quickly see a priority view of his open tasks.
Create apps with clicks
App Launcher provides Zach access to the apps and tools he needs to be efficient with one simple click.
Custom apps, no problem
Within App Launcher Zach and his colleagues use Org Chart, Station Audit and TOPS. An Org Chart provides visibility to where employees are based and Station Audit gives supervisors an audit checklist for their train stations.
Operationalize excellence
TOPS, train operations app, gives Zach the visibility he needs to keep the team running efficiently. Within TOPS, Zach can track train upkeep, turnover duties, communicate status, and view trends over time. This level of visibility also allows Zach and his team to identify areas of improvement and take action quickly.
CEO Corner
Amtrak also created the “CEO Corner” app. Built on Salesforce Communities, CEO Corner gives employees access to announcements from the Amtrak executive team, latest company news, and more.
...the TOPS (train operations) app. With TOPS, Zach can track train upkeep and turnover duties, communicate his own team's status, and see trends overtime -- giving him the visibility he needs to keep his team running efficiently, or take action on anything that may need improvement. All in one, streamlined workflow.
Build Community
Let's say the leadership team would like to be directly accessible from an existing community page. In Community Builder the admin can simply drag and drop the 'Ask' component onto the page and hit publish. A quick change like this can be done on any community page with clicks not code.
Build Community
Once published, the page is live immediately and any employee can submit a question directly to the CEO. The CEO can respond and post it for everyone to read.
Email and push notifications are also sent out when a new announcement is posted in the CEO Corner.
Build Community
Zach and his team received a shoutout from the CEO for doing an excellent job at Union Station! The shoutout is posted on the CEO Corner and visible to the whole company.
This level of communication from leadership is a big morale boost, which drives a better employee experience and ultimately a better customer experience.
Connected Workforce Program
Through an enterprise-wide transformation effort, Amtrak has seamlessly connected its people, processes, and applications. They have brought the organization together in a whole new way by making communication and collaboration easier from station to HQ. Amtrak is delivering innovation for the iconic brand, from inside out.
Profile
Amtrak serves 85,000 passengers a day, from 500 stations spread across 46 states, Washington D.C., and three Canadian provinces.
As a result, its workforce is highly dispersed, putting extra pressure on leadership to foster a connected environment in order to keep a logistics heavy mission moving full steam ahead.
Use Case
Amtrak launched its Productivity Workspace—a portal that serves up the latest news, mission-critical information, applications, and more—in a single, role-based profile page.
This helps keep each and every employee more informed and more involved with the larger Amtrak organization, delivering a higher quality employee experience that has a direct impact on the customer.
Meet Zach
Zach’s an Amtrak train yard supervisor at Union Station in DC. He manages a team that is responsible for maintaining a quality rider experience – food, comfort, and cleanliness. This requires Zach to:
* Coordinate train upkeep and turnover work across his team.
* Communicate status, escalate issues and report back to his team.
* Stay connected to the broader employee workforce from his peers, employees, and even the CEO.
Let’s see how his life his life has changed since using the Productivity Workspace built on Salesforce.
My Amtrak
Zach logs into his My Amtrak Productivity Workspace, built on Salesforce.
The Workspace is personalized for his role within Amtrak, serving up all of the information he needs in a single view.
Chatter Feed
The Chatter feed gives Zach a real-time communication tool for keeping in touch with co-workers and HQ.
Complete tasks in priority order
The My Open Tickets section allows Zach to quickly see a priority view of his open tasks.
Create apps with clicks
App Launcher provides Zach access to the apps and tools he needs to be efficient with one simple click.
Custom apps, no problem
Within App Launcher Zach and his colleagues use Org Chart, Station Audit and TOPS. An Org Chart provides visibility to where employees are based and Station Audit gives supervisors an audit checklist for their train stations.
Operationalize excellence
TOPS, train operations app, gives Zach the visibility he needs to keep the team running efficiently. Within TOPS, Zach can track train upkeep, turnover duties, communicate status, and view trends over time. This level of visibility also allows Zach and his team to identify areas of improvement and take action quickly.
CEO Corner
Amtrak also created the “CEO Corner” app. Built on Salesforce Communities, CEO Corner gives employees access to announcements from the Amtrak executive team, latest company news, and more.
...the TOPS (train operations) app. With TOPS, Zach can track train upkeep and turnover duties, communicate his own team's status, and see trends overtime -- giving him the visibility he needs to keep his team running efficiently, or take action on anything that may need improvement. All in one, streamlined workflow.
Build Community
Let's say the leadership team would like to be directly accessible from an existing community page. In Community Builder the admin can simply drag and drop the 'Ask' component onto the page and hit publish. A quick change like this can be done on any community page with clicks not code.
Build Community
Once published, the page is live immediately and any employee can submit a question directly to the CEO. The CEO can respond and post it for everyone to read.
Email and push notifications are also sent out when a new announcement is posted in the CEO Corner.
Build Community
Zach and his team received a shoutout from the CEO for doing an excellent job at Union Station! The shoutout is posted on the CEO Corner and visible to the whole company.
This level of communication from leadership is a big morale boost, which drives a better employee experience and ultimately a better customer experience.
Connected Workforce Program
Through an enterprise-wide transformation effort, Amtrak has seamlessly connected its people, processes, and applications. They have brought the organization together in a whole new way by making communication and collaboration easier from station to HQ. Amtrak is delivering innovation for the iconic brand, from inside out.
