Government & Public Sector

We have been running government and public-sector customer programs since 2005. The flagship is Michigan's EBT cardholder support line — SNAP food assistance and other state benefits delivered via the Bridge Card — at 1.4 million recipients a month, 24/7 coverage, bilingual English/Spanish and English/Arabic. At peak the team runs above 300 agents, working primarily remote across the US. Our headquarters and operating base is in Oscoda, Michigan, with on-site capacity for engagements that need it.

We also support an EBT card terminal provider whose deployment spans 40-plus states. That program is tier-2 technical merchant support — retailers across the country calling in when their payment terminals have issues processing SNAP, WIC, and other benefit transactions — now in its fourth year. Before it, we ran a federal prepaid benefits card program that peaked above 350 agents — the largest cardholder support engagement in Crusecom's history, US-based, 24/7. That engagement has concluded. Around the same period, we ran a six-month outbound NHTSA safety-recall notification campaign for a national automotive manufacturer. A separate tier-2 program for a payment processor handling toll-road payment terminals ran on the same model as the EBT terminal work before that contract closed.

Across active programs: roughly 120,000 calls and 300,000 to 400,000 agent-minutes per month. Average handle time is three minutes. Service levels run 95% answered within 24 seconds on one program, 98.5% within 25 seconds on another. Michigan program agents average ten-plus years on program. PCI-DSS posture is SAQ-D-ME, with a prior Level 1 audit history. Crusecom is a certified SDVOSB, which opens set-aside contracting vehicles at the federal level and earns preference points in many state procurement processes.