Since 1995, Shimmick’s O&M team has provided operations and management excellence in supporting tolling systems, customer service centers, walk-in centers and manual cash collections. Our strategic approach has always been one of innovation and continued improvement with a focus on delivering an outstanding customer experience, and taking a leadership role in delivering 21st-century technology. By providing customer journey mapping and capturing the Voice of the Customer, we are able to develop processes and implement tools to create an efficient customer-centric operation which ensures our client’s tolling customers receive a positive and consistent customer experience through every service channel such as phone, chat, email, website, etc.

Our commitment to quality is reflected in our use of Lean Six Sigma principles, as well as our history of successful project transitions whether we are taking over an existing CSC facility or standing up a new one. Our dedication to continued improvement drives operational efficiency and accountability through exciting new technologies such as AI, call deflection, or self-service options which are all designed to deliver the ultimate customer experience.