Turning Adversity into Achievement: How Afcons Elevated CX with the World’s Highest Single-Arch Chenab Railway Bridge
In the realm of modern infrastructure, customer experience (CX) is no longer confined to digital touchpoints alone. Physical infrastructure—when designed and delivered with user-centric values—can shape how people perceive, access, and interact with a region. Nowhere is this more powerfully illustrated than in India’s Chenab Railway Bridge, a groundbreaking project built by Afcons Infrastructure Ltd.
When most global engineering giants hesitated, Afcons rose to meet one of the toughest challenges in construction history. It wasn’t just about building a bridge—it was about redefining the customer experience for millions of citizens through connectivity, resilience, and national pride.
Engineering Resilience to Redefine Accessibility
The Chenab Railway Bridge towers 359 metres above the riverbed, surpassing the Eiffel Tower by 35 metres. Yet, it isn’t just a structure of height. It is a bridge of hope—connecting the Kashmir Valley to the rest of the Indian subcontinent via rail for the first time ever.
Through this project, Afcons addressed a long-standing challenge: reliable, all-weather connectivity in one of the most geologically unstable and climatically volatile regions in the world. By doing so, it has dramatically enhanced the daily experience of citizens in Jammu & Kashmir, enabling access to better economic, educational, and healthcare opportunities.
Integrating CX through Innovation
Customer experience, at its core, is about reliability, trust, and ease of access. To ensure that, Afcons embedded innovative technologies and quality assurance at every step.
First, the bridge was designed to withstand extreme wind speeds of up to 266 km/h. This ensures consistent operations, even in challenging weather. Second, it is blast-resistant—India’s first railway bridge with such a safeguard. This reinforces not only physical security but also emotional trust among users.
Furthermore, Afcons adopted a built-in redundancy model. Even if one pier or trestle is compromised, the bridge remains functional at restricted speed. For customers, that translates into continuity, safety, and reduced disruption.
Reimagining CX in Construction Delivery
CX in construction isn’t just about the end product—it’s also about the journey. In remote terrains like the Himalayas, execution often determines the quality of customer outcomes.
To that end, Afcons brought in some of the world’s most advanced construction systems. They used the largest-capacity cable cranes to erect the steel arch, specially designed for this project. The pylon height on the Srinagar end was 127 metres—almost double that of Delhi’s iconic Qutub Minar.
These innovations enabled faster, safer, and more precise construction. As a result, local communities saw less disruption. Also, the project’s environmental footprint was minimized—another key aspect of modern CX values.
Enhancing Trust through Unmatched Quality Control
Trust is the backbone of customer loyalty. Afcons ensured this through rigorous quality checks.
The Chenab Bridge saw the first use of Phased Array Ultrasonic Testing (PAUT) for weld inspection in Indian Railways. This technique offered high-resolution insights, ensuring every weld was flawless.
Additionally, a NABL-accredited testing lab was set up onsite. This allowed real-time validation and reduced delays. Notably, this was another first in Indian infrastructure history.
Such high levels of transparency and accountability foster public trust—a non-negotiable element of outstanding CX.
Empowering Economic and Social Inclusion
While engineering marvels impress the eye, it’s their social impact that truly defines success. By bridging the Kashmir Valley, Afcons is doing far more than connecting land—it’s connecting lives.
This railway access opens doors for local producers, artisans, and entrepreneurs to expand their markets. Tourists can now visit with greater ease, boosting regional income. Medical and academic institutions can attract more talent and serve more people.
In essence, Afcons has amplified CX at a national scale by enabling mobility, employment, and inclusion.
Human-Centered Engineering in Action
Speaking on the project, Krishnamurthy Subramanian, Executive Vice Chairman at Afcons, called the bridge “a symbol of India’s resolve.” His statement underlines a key shift in the CX mindset: from product-focused to purpose-focused.
S Paramasivan, Managing Director at Afcons, emphasized the bridge’s inspirational value. He said it would “inspire generations of engineers” and stand as a “tribute to the power of Indian engineering.”
This reflects how Afcons doesn’t just build for today—it engineers for tomorrow. And that future-focused approach is a key tenet of delivering sustainable, long-term CX.
Conclusion: A Bridge Beyond Steel
In a world where customer satisfaction is the ultimate currency, Afcons has shown how physical infrastructure can deliver transformative experiences.
The Chenab Railway Bridge isn’t merely a feat of architecture. It’s a living promise—one that says even in the face of adversity, innovation, inclusion, and integrity can prevail.
Afcons has demonstrated that world-class CX is not limited to apps or service desks. Sometimes, it’s a bridge—standing tall, carrying lives forward, and turning national ambition into shared human achievement.
