28 years in customer operations

Crusecom was founded in 1998 in Columbus, Ohio. We relocated to Northern Michigan in 2002, setting up in Oscoda — a small community on Lake Huron that had been looking for new employers since Wurtsmith Air Force Base closed in 1993.

Around 2005, the business changed direction. We took on the Michigan EBT cardholder support program — SNAP food assistance and other state benefits delivered via the Bridge Card — and stood up a full contact center operation in Oscoda. That was the start of the BPO side. Over the last 24 years, that has been the main business: state and federal public benefit programs, cardholder support, Tier 2 merchant technical support, and outbound recall and notification campaigns.

What sets us apart is what runs underneath that operation. The integration layer — intake automation, voice routing, agent productivity tooling, compliance scaffolding — is built and operated by the same team that runs the customer programs. Having engineers inside the operation is what lets us diagnose problems before escalating them, even when the root cause is outside our scope.

The way we run things has stayed consistent. We write training for every program. We score calls. We report against the SLAs we agreed to. We maintain PCI DSS compliance in our own environment because the programs we run require it. SOC 2 audit is underway.

We are a certified Service-Disabled Veteran-Owned Small Business (SDVOSB) through the U.S. Small Business Administration. Federal agencies and prime contractors can count our work toward small business contracting goals — alongside the operating depth and engineering capability that the work itself rests on.

We are still headquartered in Oscoda and deliver services to clients throughout the continental United States. Enterprise brands, prime contractors, state government programs. The team and the standards are the same regardless of where the client sits.