Service: The Differentiating Factor for the D/Gauge Rift team

February 3, 2022

The question we're discussing this month is how does service differentiate D/Gauge Rift from other clearance assessment software, local spreadsheets, or paper methods of achieving the same outcome? This month, we're discussing our service culture: something which makes D/Gauge very different to its counterparts in the industry and one which is core to our values and part of our DNA.

A tool is functional, tangible, something used to achieve a task. Software can sometimes be categorised as a tool. For D/Gauge Rift - it is something that will achieve clearance assessment results for specific vehicles against infrastructure.

So, the question we ask is, how does this differentiate from other clearance assessment software, local spreadsheets, or paper methods of achieving the same outcome? This month, we're discussing our service culture: something which makes D/Gauge very different to its counterparts in the industry and one which is core to our values and part of our DNA.

D/Gauge Rift has been built after doing a core business function: listening. Instead of following the status quo, we have been able to flip the focus onto our customers and users. For every element of our SME - the customer comes first.  

After being fully launched into the market in October for WSP, Arcadis, Tony Gee Partners, and others - the past four months have been revolutionary for our software.

From Concept to Development

The initial stages of D/Gauge Rift were created alongside development partners Bonner Rail - a trusted professional who are responsible for some great work in the industry. Working alongside their esteemed track engineers we were able to create a product which captures the pinch points in the process for setting up clearance assessment. This way, we were able to use our own pioneering skillsets from Dave Steward, our Head of Software and combine it with our Engineering team’s expertise. The result: a faster, smarter, simpler process to obtain clearance results. As with every good journey, this was just the beginning, and the roadmap has continued to speed on ahead.

Continuing the Journey to Success

Every customer of D/Gauge Rift, current or prospective - has an input into shaping the software and its functionalities. We align our internal skill sets as we learn the importance and priority of different tasks for Track and Infrastructure Engineers.

Our roadmap is fluid - in a positive way. Whilst we have a release window (essential to resource and plan in development work with the software team) - we can stand by the fact that our development is customer and market led.

We strive to maintain clear, efficient communication, set expectations with customers and be generally honest and upfront. These traits are some of the hardest things to achieve for customers - as they rely on all of our colleagues, customers and suppliers following the same morals and being brave enough to own their version of reality.

Collaboration and interaction allow us to understand our user base. We can then better understand where our product needs to focus and how we should progress. Feedback and advice as used as atom bombs for change. They challenge us to do better, listen to our customer, understand the problem, and find a viable solution - all within a reasonable timeframe.

Technical Support Manager for D/Gauge's software offerings - Robin Mitton, said "I love being a champion for the customer. My role is extremely customer focussed and I like to spend time understanding what my customers need and the challenges they are facing. It's always a great feeling finding a solution for the customer and seeing positive change. One thing I love about D/Gauge Rift is how if there are positive changes that will make a process or step easier, they aren't shielded and given to one customer, but can be rolled out for everyone's benefit. In my opinion it helps to create a joined up, collaborative industry of track and infrastructure Engineers."

Finally, thank you to everyone who is on this journey with us. From existing customers to prospects - it's been a whirlwind bringing D/Gauge Rift to the market and your help has been essential.

Even if you are not ready to use D/Gauge Rift straight away - let's talk. We want and need you to help us shape our development roadmap so we can ensure the improvements needed in our industry and considered, understood, and delivered. It's a process that will push us to success, together.

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