Service Alert: Enhanced AccessNS Online Case Management (OCM)

Norfolk Southern’s AccessNS Online Case Management (OCM) tool has been enhanced, allowing Intermodal customers to create cases for a wider range of reasons. Previously, OCM only permitted the submission of Tracing and Billing cases; however, with the new enhancement, customers can now create cases for a multitude of different reasons. The improved OCM tool will facilitate speedier case handling and streamlines the customer experience by providing customers with a unified platform for case creation, management, and monitoring.

Customers are encouraged to begin taking advantage of the benefits of the improved OCM tool by making it the primary method for submitting inquiries to the Intermodal Customer Logistics team. While great effort has been taken to make OCM as intuitive and user-friendly as possible, an informative user guide has been attached that will assist users with navigating the tool.

Last Free Day consideration requests must still be submitted by emailing ics@nscorp.com. This inquiry is planned to be integrated into OCM later this year.

Creating a case in AccessNS Online Case Management is simple:

1. Click the “Create New Case” button in AccessNS
2. Enter the details of your question or issue
3. Select the appropriate case reason and type
4. Submit your case

While we work to resolve your case, the case’s status can be monitored directly from the dashboard. Case information can also be shared with colleagues or third-party partners by adding them as an Interested Party.