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Trinityrail®, Customer-Focused and Service

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Trinityrail®, Customer-Focused and Service TM SERVICE TO THE HIGHEST STANDARDS. OURS. TrinityRail makes rail transportation simple by offering a single point of contact for every type of railcar product and service, all backed by the expertise of an industry leader. Your source for end-to-end solutions. OUR SERVICES LEASING MAINTENANCE INVESTOR SERVICES FLEET MANAGEMENT PARTS MANUFACTURING FIELD SUPPORT MAGAZINE THE ROAD TO PREMIER PROGRESSIVE RAILROADING TrinityRail®, customer-focused and service-centric, is built to deliver on the promise that is rail transportation’s future SPECIAL REPORT FROM THE ROAD TO PREMIER TrinityRail®, customer-focused and service- They’ll also talk about passion for what they do, and for doing it the right way. They’ll talk about fl exibility and centric, is built to deliver on the promise scalability (TrinityRail’s resources are unmatched, they’ll tell you). They’ll talk that is rail transportation’s future about diff erentiation — that there’s no company quite like TrinityRail. TrinityRail, composed of the rail busi- They certainly do. They’ll also talk about doing their nesses of Trinity Industries, Inc., oper- Talk to anyone at TrinityRail for part to nurture the company’s con- ates industry-leading railcar manufac- a few minutes and you’re going tinuous improvement culture. They’ll turing, leasing, and services businesses to hear that word as well as other talk about TrinityRail’s people. They’ll through an integrated business plat- unique-to-TrinityRail terms that sup- talk about, quality, craftsmanship, form that is highly customer-centric. port their vision. and safety. They’ll also talk about According to Tim Wallace, Trinity In- In a tone that’s remarkably consis- what they’re doing to better the lives dustries, Inc., President and CEO, the tent (upbeat) and in language that of others in the various communities vision statement at TrinityRail is straight- resonates (heartfelt), they’ll talk about where they work and live. forward enough, “to be the premier TrinityRail’s integrated business plat- At the end of the day, they will tell provider of rail transportation products form. They’ll talk about their custom- you it’s all about value. Providing it to and services in North America.” ers and their customers’ needs. How customers and providing it with them “We take the word ‘premier’ very important it is to listen to them. To ask as they partner to make the growth seriously,” says Wallace. and wait for their answers. Always. industry that is the North American TrinityRail is a leader in the manufacturing, TRINITYRAIL® leasing and maintenance of various railcar product segments, notably tank cars. The company’s tank car products and services are extensive. TrinityRail Special Report I 1 rail network that much more robust and efficient. of two companies, Trinity Steel and its more established They’ll tell you that’s what premier means. competitor, Dallas Tank. Both were companies that made “We spent a lot of time fifteen years ago thinking bouta transport and storage tanks for butane and liquefied pe- this, and the word ‘premier’ stuck, just because it doesn’t troleum gas. mean biggest,” says Eric Marchetto, Senior Vice President In 1946, W. Ray Wallace became the seventeenth employ- of Trinity Industries Inc. and Group President of TrinityRail. ee at Dallas-based Trinity Steel. With the merger of the two “It’s a special word.” companies in 1958, he became President of Trinity Steel and Part of what makes “premier” special is that it isn’t a began a forty-year odyssey as the leader of Trinity. In 1966, destination you reach; once you think you’ve gotten there, Trinity Steel became Trinity Industries, Inc. Wallace’s son, you’ve missed the point of the journey. Tim, now serves as Trinity Industries’ President and CEO. Like the improvement component of continuous im- “Listen to Tim Wallace talk about his dad, W. Ray,” says provement, premier is something you strive to be every Paul Mauer, Executive Vice President of TrinityRail and Presi- day — and not a word you should spend too much time dent of TrinityRail Products, LLC. “His dad built this company trying to explain. on getting it done and delivering to our customers.” “We really don’t get to define premier — our customers TrinityRail is built to deliver, but it’s also built to be col- define it,” Marchetto says. “And they’ll vote with their busi- laborative. ness. So premier is more of an aspirational word for us.” “It’s not a ‘me’ culture — it’s much more of a ‘we’ culture. So, when you see TrinityRail’s tagline of “Built to Deliver,” It’s collaborative,” Marchetto says. “If you’re a ‘look at me’ understand that it’s not just about building railcars. It’s about person, the culture’s going to kind of reject you. I also think building an organization committed and focused on deliver- there’s a humbleness to us.” ing value to their customers. That’s the road to premier. This culture is a perfect fit for an organization that plans to be customer-focused for the long haul. The conditions are right for venturing out on that continuous improve- A COLLABORATIVE CULTURE ment journey. The journey that is Trinity’s road to premier began long At TrinityRail, there are organizational synergies between before the company entered the rail space some fifty years engineering, manufacturing, leasing, and a rapidly growing ago. Trinity Industries had its beginnings in the merger menu of rail transportation services that drive value for all TRINITYRAIL® TrinityRail offers a complete line of covered hoppers, including these 5,461-cubic-foot cars built at the company’s Monclova, Mexico, facility. 2 I TrinityRail Special Report the company’s stakeholders, company leaders say. railcar leases like us,” says Marchetto, who joined the com- “This is where the integrated platform that we have pany in 1995 as an accounting manager for the leasing makes a difference,” says Mauer, who’s been with Trini- business and has held a variety of positions since, most ty for twenty-five years. “We provide a different point of recently Chief Commercial Officer, before being named view in the marketplace. We have all these different touch TrinityRail’s President in March. “We originate full service points others can’t see, and a unique ability to service the leases on new or existing equipment. We deliver them to railcar product lifecycle.” our customer when they need them and service the rail- More and more, TrinityRail customers are relying on the car through its lifecycle.” That’s what keeps them coming company’s comprehensive platform of integrated railcar back. And that is a differentiator.” products and services. The Products and the Leasing and Management Ser- “I like to tell people we’re not a pure products company. vices units support the integrated platform by providing: We’re not a pure leasing company. We’re not a pure main- • a broad portfolio of durable and reliable products; tenance services company. We’re TrinityRail,” Mauer says. • one of North America’s largest and fastest-growing “We provide differentiated and innovative solutions that lease fleets with a diversified product offering; customers can’t get from anybody else.” • a flexible manufacturing footprint to respond to any customer need; • an increasing array of maintenance and modification THE INTEGRATED PLATFORM: services; and A FOUNDATION FOR GROWTH • a premier customer service experience that partners with customers to enhance their business. TrinityRail has worked to harness the power of its inte- “Our objective is to deliver a premier customer expe- grated platform to meet the goal of providing an unpar- rience through superior service and innovative solutions alleled customer experience. The focus? To optimize the while generating a recurring source of revenue and in- ownership and usage of railcars to make rail transporta- come,” as Brian Madison, President of TrinityRail Leasing tion more economically attractive and compelling. and Management Services, put it during Trinity Industries’ It starts with the company’s railcar solutions, which run Investor Day in New York City last fall. the gamut — tank cars, covered hoppers, autoracks, flat and intermodal cars, gondolas, open hoppers and box cars. TrinityRail has been a long-standing leader in various MAINTAINING AN EDGE railcar product segments, notably tank cars. That’s where While delivering rail transportation products and ser- things started. Trinity’s tank car manufacturing capabilities vices is TrinityRail’s stock-in-trade, the experience and are unmatched, starting with an industry-leading facility in expertise of its people — combined with their commit- Longview, Texas. At Longview, pride, pas- ment to excellence — helps customers get sion, and a long-standing commitment to the most out of their railcar investment, quality, is on display daily. “This is a TrinityRail execs say. But it doesn’t end there. TrinityRail also Enter TrinityRail Maintenance Services, operates state-of-the-art facilities in Sa- service business. which provides general maintenance and binas and Monclova, Mexico; Saginaw, repair, railcar modifications, and a grow- Texas; and Cartersville, Georgia. The It’s all about ing aftermarket parts business. In addi- result is an expansive yet flexible manu- tion, the Cartersville, Georgia, Autorack facturing footprint that enables the com- the customer Service Center delivers the company’s pany to meet any customer need. In the new RecertPlus™ program. past thirty years, Trinity has produced experience.” “We’ve taken a bit of our OEM produc- over half a million new railcars for cus- tion line operating model and applied tomers throughout North America. — NEIL WEST to our maintenance business,” says Neil But it goes beyond manufacturing. It’s West, President of TrinityRail Maintenance about developing a broad service portfo- Services.
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