EAX, a Web-based database program that allows customers to check the status of their orders and accounts online, has become an increasingly popular resource for Graham-White customers around the world, says Lynn Cauley, sales/customer service team leader.

EAX, which stands for Enterprise Access, was launched three years ago to enable secure access to Graham-White’s enterprise data, allowing outside users to view and maintain their data in a real-time environment, says Cauley. The program tracks order information such as status of orders, invoices and accounts receivable, shipping history and packing slip data, and the customer’s sales history. Graham-White also recently expanded the program to allow customers to view scrap reports, core usage and returned materials reports.

“We are now receiving hundreds of inquiries a month, a significant increase now that our customers are more comfortable with the program,” says Cauley. “We’re continually considering new features to make it even more user friendly and beneficial.”

The program has proved exceptionally useful to global customers whose operating hours may not dovetail with the Salem, Va. business day. “Our international business is of great importance strategically and communication is paramount,” says Stewart Bruce, VP Marketing. “The EAX program allows us to give our customers instant access to their data when they need it most, which may be 3 a.m. local time.”

To use the program, a customer first must call or email Cauley, who assigns a user ID and password to each account. They then can query the database by logging on to www.grahamwhite.com, e-business, for access to their company’s current and archived records. The program is also used internally by Graham-White employees to ensure that projects stay on-time and on-budget.

“Our customers tell us that EAX has been a tremendous asset,” says Cauley. “Many of them have multiple orders, and the new site allows them to check order status and have access to pdf-formatted documents to keep them informed of each project’s status.”

But Cauley points out that the program was never intended to replace one-on-one customer service. “We love talking to our customers and getting feedback on their relationship with us, so we see EAX as an addition to our customer service, not a replacement for it,” she says. “EAX is an additional way that Graham-White can be responsive and offer exceptional service to all of our customers, no matter where they’re located.”

For more information or for a user ID, call Lynn Cauley at 540-387-5620, ext. 231 or log on to www.grahamwhite.com, Contact Us.

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Graham-White, headquartered in Salem, VA provides reliable transportation solutions. GW is a world technology leader in the drying of compressed air for locomotives and rail transit vehicles and a wide range of innovative products including the SafeSet™ Locomotive Parking Brake, Electronic Bell-E-BELL®, SludgeBraker™, Computerized Single Car Test Device and an assortment of heavy-duty pneumatic and electro-pneumatic valves and accessories to heavy rail, rail transit, military, truck & bus, and industrial clients.

At locations in Salem, VA, Carson City, NV and now Shreveport, LA, our 245 full-time associates provide the highest level of quality in design, manufacturing and customer service to customers around the globe. Our commitment to improve is evidenced by our ISO 9001:2000 compliance and our ability to meet the requirement of the American Association of Railways' M-1003 on all or our products and services.