How Amtrak Leverages Salesforce To Serve 85,000 Passengers Per Day

Let's settle the Salesforce vs. Hubspot debate once and for all.

Hubspot has a robust Marketing Hub, solid CRM for SMB/Mid-Market.

Salesforce enables DIGITAL TRANSFORMATION.

How Amtrak Uses Salesforce

Amtrak is the country's only national passenger rail provider.

They serve 85,000 passengers/day, across 500 stations and 46 states.

They established a Center of Excellence that:

• Standardizes the skills, processes, and infrastructure of Amtrak.

• Moves from point solutions to an integrated, core platform strategy.

At Amtrak, Salesforce enables:

👉 Marketing, Revenue, and Payments Systems

👉 Digital Experience and Customer Care

👉 On Board Customer Tech

👉 Train Operations Technology†

👉 Data, Analytics and Information Management

👉 Corporate Systems Engineering

The CoE is the strategic foundation that scales Amtrak Operations. "We're not defining technology needs as much as we're defining business needs, and then using tech to solve those problems", says Amtrak's CTO.

Let's just pick one of these categories:

Train Operations Technology

Sounds complicated, eh? IT IS. The Train Operations App (" TOPS") is built entirely on Salesforce.

It's used to coordinate the MANY safety checks needed to turn over long-distance trains.

• Inspectors log when their team is done with a given service.

• Alert their counterparts of any issues or delays.

• Pull reports that capture performance stats and common disruptions.

  † 70% of employees using it are entirely mobile.

  † At Chicago Union Station, that's 10,000 passengers per day.

Salesforce isn't just a CRM. It's not just a Call Center Application or Marketing tool.

Salesforce is infrastructure.

Why does a company like Amtrak have a 40+ person Salesforce team? Because there's nothing like it out there.‍