Services customer portal

A dedicated space for our customers with customised services that make their daily exchanges with Alstom as smooth as possible.

Close to customers 


To meet booming demand around the globe while adapting to specific considerations in the different regions in which it operates, Alstom has established a localised organisation designed to promote commercial and industrial proximity to customers and enhance operational efficiency.

Promoting proximity to strengthen long-term partnerships

With its worldwide geographic coverage, Alstom is well positioned to serve its 200 customers who are, themselves, expanding globally.

By ensuring a presence as close as possible to its customers, Alstom can better understand their needs and offer tailored solutions while seizing growth opportunities in high-potential markets.

The company has developed standardised processes, sharing know-how across its different production platforms throughout the world and generating economies of scale. This enables Alstom to capture the potential of fast growing global markets, while reducing the effect of local production cycles.

A localised organisation

Alstom’s bid to strike a balance between global reach and local presence is reflected in its organisation, which comprises six key regions: North America, Latin America, Europe, France, Middle East & Africa and Asia Pacific.

Each region is commercially and operationally independent, and has its own local management structure to better understand market needs. All six regions cover four activities: trains, services, systems and signalling.

Alstom’s organisation also includes a head office, which handles all key central functions (global strategy, innovation, joint processes, etc.).

Strategic partnerships

To further strengthen its proximity with its customers, Alstom has built a worldwide, solid and effective network of partnerships in key locations. These alliances enable Alstom to meet its customers’ rising demand for local solutions.

2ES5

Russia and Kazakhstan

Alstom formed one of its flagship partnershipsin 2010, with the Russian firm Transmashholding (TMH)

The alliance has produced the EP20 passenger locomotive and the 2ES5 freight locomotive, both designed by their joint venture TRtrans.

Alstom and TMH have also signed a partnership with KTZ, the Kazakh rail operator. The resulting joint venture, EKZ, manufactures the KZ8A freight locomotive and the KZ4AT passenger locomotive at its Astana site in Kazakhstan, which began operation in October 2012.


Xtrapolis mega

South Africa

In 2013, Passenger Rail Agency of South Africa (PRASA) and Gibela, a company jointly held by Alstom and two South African partners - New Africa Rail and Ubumbano Rail - signed a contract as part of the programme to modernise PRASA’s fleet of suburban trains.

Gibela, which employs 200 people, will supply a total of 600 trains and provide technical support and spare parts over an 18-year period.


NTL

France

In 2012, Alstom and Bpifrance founded NTL, a company that designs, manufactures and markets Translohr tyre-based trams.

The 250 employees at NTL play a critical role in the development of this unique tram technology. Translohr, a valuable tool for reclaiming space in urban areas, represents the latest generation of guided electric transport systems.

Long-term customer relationships

Alstom aims at sustaining a continuous relationship with its customers through all stages of their buying cycle – from business development to after-sales. For example:

  • a Customer Relationship Management (CRM) tool –called “wall.C” – is deployed across the Sales, Strategy and Marketing teams, to support account management and customer satisfaction monitoring.
  • the services customer portal strengthens the proximity Alstom develops with its customers by making their daily exchanges with Alstom as smooth as possible. Ordering spare parts, training offers and Alstom’s technical expertise are directly available to them through this  portal.
  • Customer Satisfaction Surveys are completed systematically at working level for all projects in execution. Results are analysed and, as necessary, project-specific action plans are defined and shared with customers.
  • “Customer Clubs” are being further developed. Following a first edition of the “Metro Club” in 2013, the “Coradia Nordic Club” and “Pendolino Club” were launched. They are worldwide forums for customers to share their professional know-how and views of  their business challenges with their peers and with Alstom.
  • A broad range of training courses is run by Alstom as part of equipment supply contracts. In July 2013, its “Knowledge Centre”, was inaugurated on a site to the north of Paris. Demand for the training of train drivers, technicians and train fleet & rail infrastructure maintainers is booming in nations that are investing for the first time in public transport. Alstom is responding with a dedicated team which tailors and delivers rail transport training programmes to meet this specific need.