Ecommerce & Retail

Crusecom's largest active engagements are public-sector cardholder programs that run at federal scale. We run Michigan's EBT cardholder support line: 1.4 million recipients a month, 24/7, bilingual English/Spanish and English/Arabic, since 2005. We support an EBT card terminal provider whose deployment spans 40-plus states. Retailers across the country call in with payment terminal issues processing SNAP, WIC, and other benefit transactions. We previously ran a federal prepaid benefits card program that peaked above 350 agents. That was the largest cardholder support engagement in our history. Across active programs we handle roughly 120,000 calls and 300,000 to 400,000 agent-minutes per month at three-minute AHT, with service levels at 95% answered in 24 seconds on one program and 98.5% in 25 seconds on another.

Ecommerce customer operations don't run on benefits cards, but the operational disciplines are the same. Surge-tolerant scheduling, structured QA, PCI-aware data handling, brand-voice training, consistent resolution workflows — those are what the cardholder programs above run on every shift. Ecommerce also leans harder on chat and email than most other verticals do. Crusecom runs chat and email as core service lines, not supplemental channels. Vertical-specific work — order management system training, return policy workflows, product-specific escalation paths — is a training load, not a rebuild.

Bilingual English/Spanish is staffed in-house. Arabic is in-house on one active program. Other languages run through qualified interpreter services. Most agents work remote, from communities across the US, with on-site capacity at our Oscoda, Michigan headquarters. We don't use offshore delivery, and Crusecom is a certified SDVOSB.