From SAPinsider Las Vegas 2025: How Norfolk Southern is Transforming Field Operations with Mobile SAP Applications
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Key Takeaways
⇨ Norfolk Southern is transforming its field operations by developing custom mobile applications that improve workforce efficiency and integrate seamlessly with existing legacy systems, moving away from traditional SAP solutions that were inadequate for field conditions.
⇨ Key mobile application features include real-time data entry, offline functionality, and push notifications, significantly improving productivity and reducing the time spent on manual data entry for tasks like bridge inspections.
⇨ The emphasis on creating intuitive interfaces that provide tangible benefits for workers highlights the importance of user adoption in digital transformation, paving the way for future technological advancements, such as AI and AR, in railway operations.
In an era where digital transformation is reshaping industries, Norfolk Southern is redefining mobile application strategies for field operations. Zach Davis, an SAP expert with over 15 years of experience, shared insights at the 2025 SAPinsider Las Vegas conference on how the company is leveraging custom mobile applications to streamline workforce efficiency, modernize legacy processes, and enhance decision-making.
Norfolk Southern, one of the five Class I railroads in the United States, operates a vast network spanning from Kansas City to the Atlantic. Its workforce is widely dispersed, often working in remote areas with unpredictable connectivity. Traditional SAP solutions, such as Fiori and SAP GUI, proved inadequate for these field workers, necessitating a tailored approach to mobile application development.
“Our employees work in environments where they might be wearing two pairs of gloves in freezing conditions or have limited cell service,” Davis explained. “We needed an interface that allowed them to perform quick business processes without unnecessary complexity.”
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Davis and his team embarked on a mission to create purpose-built mobile applications that bridge the gap between SAP and field employees. Instead of relying on out-of-the-box Fiori applications, Norfolk Southern opted for homegrown solutions using Angular and hybrid mobile development frameworks.
The new mobile apps offer:
- Real-time data entry: Replacing paper-based inspections and manual data uploads.
- Offline functionality: Enabling workers to capture and store data even in areas with no connectivity.
- Push notifications: Alerting supervisors about critical defects impacting train operations.
- GIS and geospatial integration: Providing location-based insights and defect tracking to prioritize maintenance efforts.
One of the standout success stories from this transformation is the bridge inspection app. Previously, inspectors relied on clipboards, digital cameras, and spreadsheets, spending an entire day each week manually entering inspection data. The mobile app now allows them to perform inspections on-site, upload photos in real-time, and seamlessly sync with SAP.
“Not only did we save a full workday per inspector per week, but the adoption rate skyrocketed,” Davis noted. “The key was designing an app that felt intuitive, solved real problems, and minimized user friction.”
Looking ahead, Norfolk Southern is exploring augmented reality (AR), artificial intelligence (AI), and geofencing to further optimize field operations. One emerging use case involves AR overlays that allow workers to visualize asset-related data directly on the tracks, aiding in faster and more accurate maintenance decisions.
Moreover, AI-driven machine learning is being leveraged for predictive maintenance. “By capturing and analyzing real-time data from train sensors, we can anticipate mechanical failures before they happen, improving safety and efficiency,” Davis added.
Davis emphasized several key takeaways from Norfolk Southern’s mobile SAP journey:
- Build for adoption, not perfection: Workers resist change, so ease of use and tangible benefits drive engagement.
- Leverage hybrid mobile frameworks: Supporting both iOS and Android ensures accessibility for all employees.
- Maintain a consistent UI/UX across applications: A unified design reduces learning curves and enhances productivity.
- Integrate with existing legacy systems where feasible: Full-scale replacements can be costly; hybrid approaches provide agility.
By rethinking its mobile strategy, Norfolk Southern is not only improving workforce efficiency but also setting a precedent for digital transformation in industrial operations. With AI, AR, and geospatial intelligence on the horizon, the future of fieldwork in the railway sector looks more connected and data-driven than ever.
Davis concluded, “We’re building applications that people actually want to use. That’s what digital transformation is all about.”
What this means for SAPinsiders
Will Augmented Reality (AR) enter the mainstream of field operations? The adoption and maturity of AR applications within SAP mobile field operations are on an upward trajectory, driven by the need for enhanced efficiency and remote capabilities. While challenges remain, ongoing technological advancements and successful pilot implementations suggest a promising future for AR in this domain. For instance, SAP Field Service Management incorporates AR capabilities to assist field technicians by providing real-time, hands-free access to information and remote expert support. This integration facilitates more efficient service delivery and reduces downtime. Despite the benefits, several challenges affect the widespread adoption and maturity of AR in SAP mobile field operations:
- Technical Limitations: AR hardware, such as smart glasses, must be durable and user-friendly to withstand field conditions.
- Integration Complexity: Seamless integration with existing SAP systems and workflows is essential to maximize AR’s effectiveness.
- User Training: Employees need adequate training to utilize AR tools effectively, ensuring they complement rather than complicate tasks.
- Cost Implications: Initial investments in AR technology can be substantial, requiring a clear demonstration of return on investment.
Where will AI and ML payoff for railroad companies like Norfolk Southern? Investments in AI and ML are yielding substantial returns for railroad companies. AI-driven predictive maintenance allows rail operators to anticipate equipment failures, reducing downtime and maintenance expenses by up to 25%. Proactively addressing maintenance needs through AI extends the life of assets, preventing costly replacements and maximizing return on investment. Predictive maintenance can reduce maintenance costs by up to 25% and decrease downtime by up to 30%. AI systems analyze real-time data to detect anomalies, significantly lowering accident risks and ensuring the safety of passengers and crew. AI-powered video analytics monitor stations and trains for security threats, unauthorized access, and suspicious behavior, enhancing overall safety. AI optimizes maintenance schedules and resource allocation, leading to efficient operations and reduced unnecessary maintenance costs. By processing vast amounts of sensor data, AI facilitates informed decision-making, improving asset performance and reducing energy consumption. Implementing AI-driven predictive maintenance offers superior reliability and safety, providing a competitive edge in the transportation industry. According to a McKinsey and International Union of Railways report, AI adoption could unlock $13 billion to $22 billion in annual impact globally for the railway industry.
Fiori might not be the best option if network connectivity is poor. There are plenty of cases where Fiori makes sense for mobile applications, where requirements include a tight SAP integration with a simple, structured UI. But there are some limitations. Fiori’s template-based UI restricts deep customization required for complex inspection and maintenance workflows. Companies often need custom-built UI5 apps outside of standard Fiori templates. Also, running SAP Fiori over slow mobile networks or high-latency environments can cause performance issues. Large amounts of field data (e.g., photos, videos, GIS data) can lead to lag or sync issues. As Norfolk Southern discovered, SAP Fiori Offline Support is not native; it requires SAP Mobile Services, which increases implementation complexity. Custom caching and sync mechanisms need to be developed to ensure smooth offline-to-online data transfer. SAP Fiori is optimized for web-first experiences; mobile functionality is often an afterthought. Advanced mobile features (barcode scanning, GPS tracking, push notifications) may require third-party integrations. SAP Cloud Platform Mobile Services (CPMS) is often required for advanced mobile app lifecycle management. And keeping Fiori apps updated with SAP version changes can introduce compatibility issues.
