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The article deals with the issues of improving the model of interaction with customers through the introduction of digitalization projects in the sphere of freight rail transport, describes the changes in the main functions of the company's divisions and technological aspects. The technological and economic effects of the development and implementation of freight transport digitalization projects on the example of improving the digital platform of interaction with customers are determined. The model of CRM-system implementation of transport services digitalization is worked out, investments on its development and implementation are defined. The main categories of risks with the greatest direct impact on the effectiveness of the new model implementation of interaction with customers are considered. The digital platform of interaction with the client allows to carry out the order of freight transportation service by rail without any additional financial and technological expenses connected with obtaining the qualified electronic signature, to simplify the organization of contractual work to obtain services and payments for them.