Anserve Inc.

BACKGROUND

Introduce your business and what you do there.

We’re a multi-physician medical practice and I’m the administrator here. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve Inc.?

We were looking for a team that could handle our volume of calls and the complexity of getting the information given the environment and how much the technology was changing. As a result, we wanted to engage with a facility that would be able to do that and grow with them in the future. Our initial partner was just a small mom-and-pop shop and was not really ahead of technology. 

SOLUTION

What was the scope of their involvement?

In the early 2000s, when technology was becoming more prevalent, Anserve performed paging services for us. Doctors carried pagers and some of them had cellphones to make calls, but the majority was still using public phones or payphones. We’ve been with them for almost 20 years.

We hired them to provide answering services whenever we’re not open such as nights, weekends, holidays, and other similar days. They answer the phone for us and route calls to the proper doctors. Currently, we have about 18 doctors. For example, if there’s a doctor on call on a Tuesday evening and a patient, hospital, or facility is looking to speak to a doctor, the Anserve team will respond to them. 

Since we’re in the medical field, there’s an immediacy because people’s lives are at stake. There may be times when people will reach out to us when their family member is sick, and they’re trying to find a doctor to accommodate them. It's very important for the team to provide a calm voice at the other end of the line. 

Once they receive an emergency call, they will text the information to the doctor. If there’s no response from the doctor after three times, they will immediately reach out to me and inform me about the situation. If not, they will either answer the questions to the best of their abilities or get those messages to our office. Moreover, if it’s something that can be handled by an office administrator, they’ll convey the message to us the next business day when the practice is open. We also get a fax copy of all the calls they’ve received overnight. 

What is the team composition?

I speak with 6–7 people from Anserve on a regular basis including the owner, the owner’s son, supervisors, technical staff, billing department, and more. 

How did you come to work with Anserve Inc.?

I asked some colleagues about their trusted answering services company, and Anserve was referred to us. That’s how we originally interviewed them. We also checked some of their references. Additionally, I liked that they were a mid-sized company and they had their eye on keeping the latest technologies. 

Moreover, I appreciated that they were big enough to be at the forefront of technology but small enough that I could still engage with their owner — which is something that I wouldn’t be able to do in a lot of companies. 

How much have you invested with them?

We’ve probably spent $10,000–$12,000 per year. 

What is the status of this engagement?

Our ongoing work began in January 2003.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

For the time that we’ve been with Anserve, they’ve always been ahead of the curve and have computer programs and technologies that are up to date. We’ve been happy ever since we collaborated with them. The team’s services are excellent and we’ve had no problem or issues with Anserve — that’s also the reason why we’ve stayed with them. 

We’re here in New Jersey and we’ve been hit very hard a year ago by COVID-19, and because of that, we’ve received calls from people who get hysterical. Despite that, the team has remained professional and calm during those calls. They efficiently take calls and route them to the proper people. 

How did Anserve Inc. perform from a project management standpoint?

We communicate with them in several ways including emails, phone calls, text messages, and whatever is necessary for the situation. 

What did you find most impressive about them?

Their services distinguish them from other providers. Companies that have similar services to Anserve offer almost the same price. However, what Anserve does for our business is what keeps our relationship solid. Everyone that’s decided to use them has always had a positive experience. 

I’m impressed that whenever I need any information, I can also reach out to their operators who answer the call for us, and they’re capable of helping me too. 

Do you have any advice for potential customers?

Tell them what you need and they will tailor a program to meet your needs. Anserve has the experience and technology to make your project a success. 

BACKGROUND

Please describe your company and position.

 I am the Director of a home services company 

Describe what your company does in a single sentence.

My company specializes in providing Non-Medical Home Care Services to Seniors.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Anserve Inc. to accomplish?

• Needed On-Call Services for the weekend

SOLUTION

Describe the scope of work in detail. Please include a summary of key deliverables.

Anserve Inc. has provided excellent on-call coverage for us on the weekends.

RESULTS & FEEDBACK

How did your relationship with your partner evolve?

Reached out to them after finding them on google. They exceeded expectations

In what ways can they improve?

 N/A
What advice do you have for clients with similar needs to yours?
If you are in need of on-call services reach out. They will not disappoint.

UPDATED REVIEW

Director, Non-Medical Home Care Company
Home Services

Cranford, New Jersey

1-10

Apr 2025 - Ongoing

Less than $10,000

Verified

Project summary
Anserve Inc. has provided call center services for a non-medical home care company. They've offered weekend on-call support to the client.

Feedback summary
Anserve Inc. has charged the client an additional $550 for exceeding allocated minutes on July 11th, despite the client requesting extra coverage a week in advance. The client has claimed that the system doesn't account for additional coverage, and their investigation has taken a month.

BACKGROUND

Please describe your company and position.

 I am the Director of a non-medical home care company.

Describe what your company does in a single sentence.

My company specializes in providing Non-Medical Home Care Services to Seniors.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Anserve Inc. to accomplish?

• Weekend On-Call

SOLUTION

How did you find Anserve Inc.?

Online Search

Why did you select Anserve Inc. over others?

First one I saw in search

Describe the scope of work in detail. Please include a summary of key deliverables.

Hired Anserve to provide weekend On-Call services

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

None

Describe their project management. Did they deliver items on time? How did they respond to your needs?

N/A

What was your primary form of communication with Anserve Inc.?

Email or Messaging App

What did you find most impressive or unique about this company?

N/A

Are there any areas for improvement or something Anserve Inc. could have done differently?

I have been using Anserve for weekend On-Call services for a few months now. I was recently OVERCHARGED $550. My staff requested additional coverage for July 11th A WEEK IN ADVANCE. They charged me $550 for July 11th for going over my allocated minutes even though I notified them a week in advance that I needed coverage. Instead of providing additional allocated minutes to cover July 11th, they've charged me for going over. Their system does not account for requested additional coverage. I wish this had been communicated beforehand. I spoke to several reps before July 11th. But apparently they would rather just  overcharge you. On top of that it took them a month to investigate why I was overcharged. I will be reconsidering moving forward with them.
Overall rating:    1.0

Quality:   1.0 

Cost:    1.0

Schedule:    1.0

Willing to refer: 1.0

BACKGROUND

Please describe your company and position.

I am the Practice Manager of a medical company 

Describe what your company does in a single sentence.

Doctors office

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Anserve Inc. to accomplish?

• relay pt messages

SOLUTION

How did you find Anserve Inc.?

• Referral
• Other

Why did you select Anserve Inc. over others?

Referred to me

Describe the scope of work in detail. Please include a summary of key deliverables.

Anserv relays all patient qquestions/concerns to office when the office is closed

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

No patient complaaints re: leaving messages

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Always willing to assist

What was your primary form of communication with Anserve Inc.?

Email or Messaging App

What did you find most impressive or unique about this company?

They address all concerns quickly

Are there any areas for improvement or something Anserve Inc. could have done differently?

N/A

BACKGROUND

Please describe your company and position.

 I am the dentist of a dental company 

Describe what your company does in a single sentence.

General dentistry

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Anserve Inc. to accomplish?

• Answer service

SOLUTION

How did you find Anserve Inc.?

Neighbor.

Why did you select Anserve Inc. over others?

Referred to me

Describe the scope of work in detail. Please include a summary of key deliverables.

Answering service when we're not in the office

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The engagement was successful

Describe their project management. Did they deliver items on time? How did they respond to your needs?

All good

What was your primary form of communication with Anserve Inc.?

Email or Messaging App

What did you find most impressive or unique about this company?

Always get a hold of me

Are there any areas for improvement or something Anserve Inc. could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the Manager of Practice Operations of Atlantic Medical Group

Describe what your company does in a single sentence.

Health Care

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Anserve Inc. to accomplish?

• Seamless patient care via 24 hour availability

SOLUTION

How did you find Anserve Inc.?

Referral

Why did you select Anserve Inc. over others?

• Great culture fit
• Referred to me

Describe the scope of work in detail. Please include a summary of key deliverables.

External coverage provided to our patients for seamless transitions of clinical care

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Transitioning into a new clinical specialty office where there was once no answering services offered after hours to providing 24 hour coverage for our patients and their families.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes. No complaints as it occured 10 years ago.

What was your primary form of communication with Anserve Inc.?

Virtual Meeting

What did you find most impressive or unique about this company?

Anserve management was extraordinarily responsive to our needs and the needs of our patients. They are professional, kind and helpfaul, always.

Are there any areas for improvement or something Anserve Inc. could have done differently?

I am quite pleased with their services.

BACKGROUND

Please describe your company and position.

I am the Practice Manager of Shore Dermatology

Describe what your company does in a single sentence.

We are a local Dermatology Practice.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Anserve Inc. to accomplish?

• when we don’t have enough staff to cover the calls
• after hours answering

SOLUTION

How did you find Anserve Inc.?

Referral

Why did you select Anserve Inc. over others?

• High ratings
• Pricing fit our budget
• Referred to me

How many teammates from Anserve Inc. were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

an answering service for one of my businesses when we don't have enough staff to cover the calls and for our after hours answering

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Excellent service. They are very professional. worth every penny for the service provided...

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Hardest working crew

What was your primary form of communication with Anserve Inc.?

Email or Messaging App

What did you find most impressive or unique about this company?

customer service and professionalism

Are there any areas for improvement or something Anserve Inc. could have done differently?

none

BACKGROUND

Please describe your company and position.

I am the Regional Manager of RWJ Barnabas Medical Group

Describe what your company does in a single sentence.

Healthcare

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Anserve Inc. to accomplish?

• On Call after hours
• Triage for On Call physicians

SOLUTION

How did you find Anserve Inc.?

Referral

Why did you select Anserve Inc. over others?

High ratings

What was the size of Anserve Inc.’s team?

2-5 Employees

What was your primary form of communication with Anserve Inc.?

Email or Messaging App

Describe the scope of work in detail. Please include a summary of key deliverables.

Triage patient calls after hours and on weekends. Provide direction to patients or connect them pending the needs described via the patient.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Patient's getting the great customer service Anserve provides.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They are interactive with the needs and expectations. They also have great follow up.

What did you find most impressive or unique about this company?

They communicate very well, whether to the company or to the patient. They are attentive to any issues and provide resolutions quickly.

Are there any areas for improvement or something {provider_name} could have done differently?

None

BACKGROUND

Introduce your business and what you do there.

I’m the office manager of a dental practice.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Anserve Inc.?

To take care of our patients, we need to provide them access to the business via phone calls even when we’re not in the office. That’s why we’ve engaged Anserve. 

SOLUTION

What was the scope of their involvement?

Anserve handles incoming calls from our patients. They send messages every morning, informing us about any activity the night before. They get the patient’s name, phone number, complaints, problems, and who they need to talk to — if it’s an emergency, the team takes further action. They also send us messages during midday when we’re at lunch, notifying us about any activity during that period of time.

What is the team composition?

My main point of contact is Karen (Office Manager) and a shift manager that I call when I need to make changes to our schedules. Different people answer the phone many times, but those two are my key contacts. 

How did you come to work with Anserve Inc.?

I found Anserve online and liked the way they offered their services. Meanwhile, I called another service provider first, but I wasn’t pleased with their offering. When I called Anserve, I knew their were the team I wanted right away. 

How much have you invested with them?

We pay them $400 per month, covering four doctors. 

What is the status of this engagement?

We started working together in December 2022, and the engagement is ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Anserve goes above and beyond to provide good service. They’ve improved our customer satisfaction.

For instance, there was a time during the holidays when many of our doctors weren’t available. I happened to be shopping at around 6:30 in the evening, and I received a call from one of our doctors saying that she’d been contacted by a patient, who was in great pain. 

Moments later, I received a call from Anserve, and they said they were unable to speak directly to the doctors. The doctor on call was at an airport and about to get on a plane, so I asked Anserve to contact the next person on the list. Anserve did, but they couldn’t reach them either. Meanwhile, the patient called us a couple more times, and Anserve kept calling down the list until they got somebody. They called me back around 9:30 in the evening to inform me that the patient was taken care of and they finally reached someone. 

Simply put, their follow-through has been fantastic. They’ve made so many calls to resolve problems. 

How did Anserve Inc. perform from a project management standpoint?

Their integration into our team has been pretty seamless. Every time I change our schedule, I have to email them, and they get it done. I don’t have to go back and ask them if they’ve done it — they’re on top of everything and respond immediately. 

To communicate, I typically send them an email. If something is happening fast or we’re shutting down the office for the day unexpectedly, then I call them. 

What did you find most impressive about them?

I’m impressed with their attention to detail, and their follow-through is excellent.

Are there any areas they could improve?

No, there aren’t any. They go above and beyond. 

Do you have any advice for potential customers?

Use their services not only during the after-hours but also have more people who can pick up incoming calls.