Union Pacific Is Creating a More Connected Customer Experience Through Technology

Modernizing the Shipment Planning Process

A key example is Union Pacific's redesigned Price My Shipment tool, which helps customers answer two important questions when evaluating rail as a shipping option: How much will it cost to ship my product, and what is the expected transit time?

The updated platform provides simplified pricing information, improved transit-time estimates and easier access to connect with a shipping expert.

According to Beth Bouza, general director, Marketing and Sales, the project was designed to create a more intuitive customer experience.

"The goal is to provide fast, intuitive pricing and connect customers with the right experts to get their freight moving," she said.

Since its launch, the tool has received positive customer feedback and increased engagement with companies exploring rail as a transportation solution.

Delivering a New Standard in Shipment Visibility

Built in response to customer feedback, Union Pacific’s new customer portal brings key aspects of the shipping experience together in one place, providing a simpler, more streamlined way to manage shipments and stay informed. With real-time tracking and a personalized view of shipment activity, customers can monitor freight, manage shipping pipelines and review invoices through a single experience.

"Customers told us they wanted a simpler way to access the information they rely on every day," Bouza said. "We designed the customer portal around the tasks they perform most often, bringing critical information together in one place and making it easier to find what they need."

With real-time visibility into the status and progress of their shipments, customers can stay informed, anticipate potential issues or delays, and take action when needed.

"When customers have the information they need, they can make faster decisions, adapt to changing conditions and keep their supply chains running efficiently," Bouza said.

Investing in Digital Connections

Beyond website improvements, Union Pacific continues to expand customer access to railroad data through application programming interfaces (APIs) and cloud data sharing solutions.

Many customers utilize Union Pacific’s APIs to access shipment information directly within their own business systems. These integrations provide real-time updates and operational information, helping streamline supply chain management and reduce manual effort.

Beyond APIs, Union Pacific now offers a cloud data sharing solution that gives customers access to current and historical shipment data at scale. After a successful pilot with a large customer, the solution has been adopted by organizations of all sizes to support reporting, trend analysis, logistics system integrations and emerging artificial intelligence capabilities.

As Union Pacific works to create America’s first transcontinental railroad, these digital capabilities will play an increasingly important role. A shared focus on technology, data accessibility and customer self-service will help lay the groundwork for a seamless experience across an expanded network.

"Customers expect simplicity, visibility and connectivity regardless of where their freight is moving," Bouza said. "The investments we're making today are helping create a more connected digital experience that will continue to deliver value across an even broader network in the future."

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