Case Study: OmniTRAX boosts employee satisfaction and IT efficiency with Aisera Assistant

Omnitrax drives efficiency & boosts employee satisfaction with Aisera’s Assistant

OmniTRAX, one of the largest privately owned railroad companies in the United States, needed a better way to support employees across fragmented IT systems. The disconnected platforms created bottlenecks, delayed basic issue resolution, and limited self-service, slowing productivity and putting extra pressure on support agents.

Aisera helped OmniTRAX implement Aisera Assistant to provide personalized IT self-service through webchat and Microsoft Teams, automating tasks like software provisioning, hardware requests, and ticket management. With Aisera, OmniTRAX achieved a 70% auto-resolution rate, saved 10K user hours, and improved customer satisfaction by 85%, creating a more efficient and centralized employee support experience.

OmniTRAX

Jason Berryhill

Chief Information Officer