7 March 2005

Apropos Interaction Management Tool

The following message is from CN’s Commercial Services Manager – Intermodal at the Winnipeg Customer Support Centre. The message concerning implementation of CN’s tool enhancement project was sent to members on 28 February, and is found at http://www.cscb.ca/archive/archive-preview.cfm?id=10078.

Our first week of using the Apropos Interaction Management tool for email is now behind us. Thank you to all the customers who followed our instructions last week to properly direct emails to your CSR to the group address [email protected].

In effectively managing through this significant change, we are pleased with the CSR efforts to provide exceptional customer support through this successful implementation. We also appreciate your patience as we continue to work through some of the small adjustments needed.

A couple of pointers that may assist for your future emails and allow us to further improve our level of service:

1. please refrain from sending a duplicate email to both the group mailbox and the CSR's private address by name
2. there is no need to copy in your CSR for direct email requests to other CNmailboxes ie. direct reservation requests to any of our IMX mailboxes or toCustomer Asset mailboxes ([email protected] or [email protected])

Once again, thanks so much to our customers who have worked with us in making this successful change to allow us to improve our service offering. Remember, for all correspondance to your Customer Support Representative in the CN Winnipeg Customer Support Centre, please use the address: [email protected] All phone calls to your CSR should also continue to be routed through: 1-800-270-4852.