Dear Norfolk Southern Customer:
In a separate notification to be issued later today, you will receive the details regarding various modifications that NS is making to our Demurrage, Accessorial, and Thoroughbred Bulk Transfer Tariffs along with other changes to our Conditions of Carriage Tariff. These changes will be made effective January 1, 2019.
Norfolk Southern constantly monitors business conditions and trends across our markets and across our network. These changes are intended to accelerate efforts to reduce dwell time for equipment on our tracks, improve network fleet utilization for both private and railroad-owned car fleets, and reflect the importance of enhanced network fluidity for our customers and stakeholders.
I encourage you to take the time to review these changes in detail. We are committed to improving the service product that we provide to our customers. We have given these changes careful consideration and we believe that these changes will positively impact that goal.
As you may be aware, NS is also implementing enhancements in our digital interface with customers. Our new CRM system, ConnectNS, was launched last month. ConnectNS includes a case management tool to provide you with a customized, connected and efficient customer service experience. We are also integrating ConnectNS with our redesigned AccessNS customer portal and are rolling out AccessNS mobile functionality in the coming months.
We believe that providing useful and innovative tools for customers who manage traffic flows on our network is critical to our success. We are excited about these enhancements and look forward to continued innovation in this area that will benefit both our customers and NS.
Please contact your NS representative with questions. We welcome your feedback regarding changes, along with your ideas on how we can positively affect service in advance of these changes.
Vice President Industrial Products
Norfolk Southern Corporation