Proving his impressive reputation is justified, new STL Customer Services Manager Darren Lynch has already implemented several significant reforms to the company’s service provision since taking office a few weeks ago.

Increased staff
His first move was to extend the frontline service team to seven, with the appointment of Support Analysts, John Perret and Ali Syed. Both bring to STL significant technical and service skills, gained at multi-national IT organisations while supporting wholesale and retail customers.

Best practice processes
Mr Lynch has also begun to review and refine STL Support Department’s processes and training programme, in a drive to match the best practices he observed during two decades of working in global IT delivery.

New Enquiry Management Service
Meanwhile, STL has launched a comprehensive Enquiry Management Service. Operated by STL’s highly experienced Support Analysts, this provides STL clients with a one-stop point of enquiry for all their staff or franchisees, no matter how many outlets they have. After initial details are taken, the caller’s queries are handled by STL’s technical team where appropriate or fast-tracked to specialist service centres, such as Barclaycard for EFTPOS issues. STL’s Analysts then follow-through any such distributed enquiries to ensure their callers are promptly attended to, and are satisfied with the solution provided.

The service has been designed to optimise throughput and minimise query resolution times, while keeping the caller informed throughout the process for high satisfaction. It has already been successfully trialled by a UK convenience store chain with more than 100 stores, and is now being rolled out across the company’s estate.

Mr Lynch said,

‘This represents a significant win for the STL Services team, which has worked hard this year to improve our customers’ experiences and offer them more options. With further improvements and innovations planned in the near future, we intend to lead the way in service provision in our sector.’

For a more in-depth introduction to Mr Lynch, click here