Emory Rolfson's review of OneRail
Support is the part I care about most, and OneRail left me torn. When an integration hiccup started rerouting shipments last winter, one rep stayed on the phone for hours and actually helped trace the problem to a courier mapping error - huge win. But that was followed by long stretches where tickets languished; during a weekend outage our fleet of 85 trucks in the Pacific Northwest sat idle while the ticket sat in “triage” for 36 hours. Their knowledge of the OmniPoint platform is solid, and live support can be sharp, yet consistency is missing - sometimes you get a veteran who knows the quirks, other times junior staff pass things off without following up. If they tighten SLAs and keep the same people on complex issues, this could be a keeper; right now it’s a useful tool hamstrung by patchy human support.
