CrossCountry Consulting is the transformation partner for the Office of the CFO, advising Fortune 500 companies, growth-market leaders, and private equity sponsors on finance, accounting, risk, and operations.
With more than 1,300 employees and a business built on fast growth, the firm needed a way to keep internal support running smoothly as new teams, acquisitions, and service areas piled onto its plate.
That need led CrossCountry to InvGate Service Management in 2024, and eventually to an AI-powered self-service hub that now fields the majority of employee questions before they ever become a ticket.
Read the full success story
Download Case Study
From email tickets to a unified platform spanning 60 help desks
Before InvGate, CrossCountry handled service requests over email, and the knowledge employees needed to solve their own problems was spread across SharePoint sites and various intranets. Routine, repeatable questions still turned into tickets because there was no central place to find answers. As the firm grew, that gap became harder to manage.
CrossCountry adopted InvGate Service Management in 2024 and built it out as a unified Enterprise Service Management platform. What started as an IT tool expanded into HR, Legal, Operations, and client-facing support, and the deployment now spans 200+ agents managing more than 60 help desks — a 154% increase in the firm's use of InvGate Service Management since adoption.
Results in numbers
- 154% growth in Service Management with InvGate, more than 60 help desks.
- 70% net deflection rate — the Virtual Service Agent resolved requests without the need to create a ticket.¹
- 84% net deflection on Kantata and Salesforce support queries, the firm’s core Project Management and CRM tools.
A shared, AI-ready knowledge base became the engine behind instant self-service
As each department came onto the platform, its teams contributed their own knowledge articles. That collective effort produced more than 400 articles across the organization — daily operations documentation that had previously lived in scattered files was consolidated into a searchable knowledge base. This shared library became the backbone for the next phase of CrossCountry's self-service strategy.
With the knowledge base in place, CrossCountry deployed InvGate's Virtual Service Agent through Microsoft Teams and its embedded self-service portal. Employees could now get instant, summarized answers to their questions instead of pinging a colleague or filing a ticket.
The result: a 70% net deflection rate, meaning most conversations were resolved without a ticket being created through any channel within 15 minutes. Gross deflection (conversations that didn't create a ticket directly via the Virtual Service Agent) reached 86%.
As CrossCountry grew through acquisitions, InvGate's portal and Virtual Agent gave new teams a consistent onboarding experience. Instead of piecing together fragmented documentation, they could go straight to the same self-service hub as the rest of the company, replacing manual, ad hoc support with a structured process from the start.
What's next for CrossCountry
With the Virtual Service Agent established as the company's self-service hub across Teams and the portal, CrossCountry is now focused on scaling that foundation further.
Recent acquisitions have made the hub the first point of contact for newly integrated teams, and the firm is expanding knowledge coverage into areas where employees still default to direct support, such as HR onboarding policy. The team is also using Virtual Agent usage data to refine which knowledge articles and catalogs the agent surfaces most often.
Want results like CrossCountry's? See how InvGate Service Management and the Virtual Service Agent can turn your team's scattered knowledge into a self-service hub that deflects tickets from day one. Start your 30-day free trial today.
¹ Net deflection: conversations resolved without a ticket being created through the Virtual Service Agent or any other channel within 15 minutes. Gross deflection: conversations that did not create a ticket directly via the Virtual Service Agent) reached 86%.
