February 19, 2009
SYRACUSE , NY —Finger Lakes Business Services, Inc. (FLBS) last week purchased the assets of Answer Bay Area, Inc. ( ABA ), an answering service based in Tampa , Florida . ABA does business under the names Answer Bay Area, Answer Medical and Answer USA . ABA has been in business serving the west coast of Florida since 1978.
ABA is the third out-of-state answering service acquired by FLBS in the past 3 years. The company previously purchased the Communications Center of Steamboat Springs, CO. in November 2006 and Greeley Telephone Answering of Greeley CO. in August 2007.
Gardner McLean, President of FLBS is excited about the potential for the company and its customers: “We look forward to continuing the solid performances of Answer Bay Area and further grow it by providing additional quality controls along with additional marketing efforts. They have a solid staff of 12 to add to our NYS staff of 54. We eventually will have them operating from our equipment in Auburn . This will allow Florida customers to have the opportunity to have calls answered primarily by their Florida team, but with the ability to overflow to the NYS teams in case of busy times, bad weather and/or staffing disruptions.”
ABA is a full-service call center located in Tampa , Florida and was established in 1978. ABA ’s clients will have no interruption in service and will benefit from Finger Lakes Business Services’ continued investment in new technology and focus on customer service. In June, Finger Lakes Answering Service of Auburn and Communications Group of Syracuse were both honored with the exclusive 2008 ATSI Award of Excellence for the 4th consecutive year. The Award of Excellence is a program that provides independent testing of quality in customer service levels.
“This acquisition is the first that really involves a “remote” office since our existing Syracuse and Auburn offices are so close. We will be using more technology to manage the remote office, but the benefit will be that we now will have more resources available to all our customers. We currently have our Syracuse and Auburn offices linked and this has improved our service levels. Once all 3 offices are connected, we can have all offices, including the ABA office in Tampa , assist with calls. This can be especially helpful in the event that weather related office closings increase our call volumes, or in the event that a cold or flu runs through one office,” says Ray Schremp of Cicero NY who is Vice President. “Plus it is a great excuse to get out of the winter weather for a few days here and there.”
“We expect the transition of the call activity to the Auburn-based telephony system to take place over the next 6 months. This will not have an impact on employment in either region, but will facilitate further growth with a more efficient infrastructure,” said Gard McLean of Skaneateles , NY .
According to industry sources, this places Finger Lakes Business Services in the top 5% of all 4,000 answering services in the country in terms of size, with over 1,300 clients and 66 employees. ABA joins existing call centers: Finger Lakes Answering Service, Communications Group, Communications Center of Steamboat Springs, Executive Support Services, and Greeley Telephone Answering under the Finger Lakes Business Services corporate umbrella.
For more information regarding Finger Lakes Business Services, please visit the corporate website www.callflas.com or call 800-308-5544.
Gardner McLean, President
Ray Schremp, Vice President