Alstom Customer Portal: eSupport

Technical assistance

Easily raise a technical assistance request and get in contact with our Alstom experts in your Customer Portal. Requests are tracked from start to completion with a dashboard monitoring the status of critical activities. Depending on the services contract in place, the Service Level Agreement (SLA) can also be monitored. 

Remote assistance

Remote assistance, such as XpertEye, can be made available on your portal, allowing live communication, real-time exchange of information and troubleshooting with Alstom experts.   

Our digital collaborative tool allows real-time exchange of information and expertise remotely.

Commercial assistance

Submit your commercial assistance requests using your Customer Portal.  

Our Alstom customer services will provide all communications, shared documents including quotes and price lists, and platforms, such as StationOne^TM and Partsfolio^TMare accessible through the portal.

A digital and secure environment to store, organise, share and access documents, compatible with external systems including SharePoint.

Customer Portal Libraries

Find technical manuals, contractual information, price lists, reports and more, and share key documents with Alstom's experts.

eCatalogue

Alstom’s eCatalogue, is specifically developed and managed by our maintenance experts for our rolling stock customers. It features 3D images of assets and their specific components and parts, making ordering spare parts easier. It also includes documentation, maintenance instructions, and troubleshooting guides and much more.

Parts ordering

• Dynamic and easy navigation

• 3D models of our railway products

• Quick access to Alstom references and supplier product identification

• Direct parts ordering via StationOne

Maintenance instructions

• Search and download documentation
• Access maintenance tasks and procedures associated with specific part
• Find step-by-step security procedures and safety operations

Customer Portal allows customers with an Alstom maintenance contract to benefit from a direct access to Alstom digital maintenance solutions: 

HealthHub™ 

HealthHub™ is Alstom's digital solution for condition-based and predictive maintenance, continuously monitoring the state of railway assets. The solution minimises in-service breakdowns, maximises reliability and availability while optimising lifecycle-cost. 

Digital Board Book

Digital Board Book (DBB) is an integrated tool from the Dynamic Maintenance Planning (DMP) suite enabling operators to optimise fleet planning and maintenance activities. 

Digital Board Book is a paperless solution for operating staff to report work notifications while on the train. It enables real-time digital registration of issues sent to the maintenance teams and facilitates the hand-over process.  

The Customer Portal shares critical bulletins and alerts relevant to the customer’s fleet.

• Safety alert: identified, critical issues with a part or component that could encounter risks or even damages if not proactively monitored and managed are shared with our customers. A dedicated team of Alstom experts provides preventive maintenance recommendations and support to avoid safety issues. 

• Obsolescence information: our teams communicate obsolescence risk mitigation by surveying and tracking parts with our network of suppliers and issuing recommendations before parts and components become obsolete or run out. 

• Maintenance bulletin: general information on our customer’s asset is pushed through bulletins for updates on maintenance. 

Supporting operations and maintenance activities, Alstom offers a comprehensive rail services training programme delivered by Alstom University and Services Knowledge Centre.  

Discover our rail services trainings ranging from hands-on learning on railway material to critical soft skills sessions on safety or managing teams. 

Download our catalogue

The Customer Portal allows direct access to your customised training environment.