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Shimmick’s Focus on Customer Journey Mapping

Home > 2020 > Shimmick’s Focus on Customer Journey Mapping

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Tolling agencies are looking for better ways to understand their customers’ experiences as part of their continued improvement initiatives. Shimmick’s O&M division believes focusing on the customer experience is fundamental to building a strong brand and implementing technologies and processes that deliver an excellent customer experience through efficient operations. Shimmick accomplishes this through its tolling-specific customer experience journey mapping process.  This advanced solution reflects the end-to-end experience toll customers have across every touch point in a multi-channel operation including walk-in, IVR, mobile app, chat, email, and others. …

Read full article in the November issue of Intelligent Transportation Systems’ Innovation News