As a national rail operator serving over 20 million passengers and transporting over 18 million tonnes of freight annually, Slovenske železnice (SŽ) needed a solution to support both high-volume B2C interactions and complex B2B logistics.
The goal: To create a centralised CRM platform connecting people, data, and communication across both business models.
With Agilcon, SŽ unified Passenger (B2C and B2B) and Freight (B2B) into a single, secure Salesforce architecture, improving how they manage relationships, communication, and planning.
The challenge: Two business models, one fragmented system
Passenger and Freight operated on disconnected systems, leading to:
- No unified 360° customer view
- Manual workflows and limited automation
- Fragmented data and impeded cross-team collaboration
- No platform for coordinated communication at scale
This resulted in slower response times, limited visibility, and operational friction across teams.
Unified architecture supporting both B2C and B2B
Agilcon designed a centralised CRM platform supporting both business models while ensuring data separation, flexibility, and control.
Relevant real-time passenger updates (B2C & B2B)
For passenger operations, the focus was on engaging end users with relevant real-time updates.
Today, Salesforce Marketing Cloud enables automated, multichannel communication (SMS, push, email) and real-time engagement.
At the heart of the experience is a self-service portal, “Moj Vlak”, that lets passengers subscribe to automatic SMS alerts about route changes, delays, and service updates.
The first results? More than 4,000 passengers signed up in the first months after launch.
The platform also supports journey automation, dynamic content, and privacy-compliant contact management, all while operating on a shared data infrastructure.
Beyond B2C, SŽ now also manages all B2B group-travel announcements in a single system. This integration enables automated handling of group bookings and notifications for all relevant stakeholders, ensuring seamless coordination for large-scale travel in Salesforce.
Security & compliance
The platform features a robust GDPR Management Module that provides a secure, auditable framework for data governance. This module acts as the single source of truth for all customer permissions, managing everything from service-specific enrollments to comprehensive marketing opt-ins and legal consents.
While passengers can autonomously manage their service subscriptions and privacy preferences via the integrated self-service portal “Moj Vlak”, the CRM’s GDPR engine maintains a detailed audit trail of every modification to ensure continuous compliance and accountability.
Streamlining freight transport sales
For freight operations, the focus was on streamlining B2B sales through a dedicated CRM model that prioritised data clarity, structure, and governance.
Using Sales Cloud and the shared Salesforce Platform, SŽ can now manage accounts, leads, and opportunities in a single environment, while maintaining complete data separation and granular permissioning.
We designed a solution that gives Slovenske železnice a full 360° customer view. Custom real-time reports make it easy to share insights, while internal collaboration directly within Salesforce ensures everyone stays aligned.
Dean Kostov, Salesforce Senior Solution Consultant, Agilcon
Connected foundation for daily operations
Both divisions now operate on a shared platform with:
- Real-time 360° customer view
- Multichannel communication (SMS, push, email)
- GDPR-compliant data management
- BI dashboards and reporting
- Integrations with ERP business partners, central credit rating system, SŽ Passenger Transport Information System (ISPP), and Dun & Bradstreet
This enables better collaboration, faster decisions, and consistent execution.
Wins and KPIs
Full Automation: All passenger group travel announcements are now automated and executed through the CRM system.
Scalability: We are approaching the first million notifications sent via the CRM and the “Moj Vlak” portal, performing at the highest projected efficiency levels.
Engagement: In the first few months, over 4,000 passengers signed up for notifications, and the system supported the seamless travel of more than 100,000 group passengers.
Behind these results was a partnership that stayed strong from implementation to rollout.
In our experience, a global platform is only as effective as the skill and capability of the local support team. In our case, the implementation and integration were executed at the same high level as the platform itself.
Samo Šavs, Project Manager, Slovenske železnice
If you are managing complex operations with growing communication demands, we can help you centralise systems, automate workflows, and scale engagement with measurable results.
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