Having recently beefed up its project delivery team with former Aptean employee Gordon Mackinnon, STL has now gone live with a sophisticated Service Desk solution which will simplify the service request process for its customers and increase the efficiency of enquiry resolution.

This move follows substantial investment to evolve the wholesale sector’s most sophisticated IT platform – STL MMS Evo – which 95% of its installed base has already raced to commit to.

STL Service Desk team undergoing training on the new STL Service platform.

Ivan Durkin, managing director of STL, said,

‘Twenty years ago, we gained attention and success with new ways of thinking and the first new solution for wholesalers in decades. Since then, our customer commitment has sustained our industry leadership. We’re proud to say that, even through tough economic times and the pandemic, we’ve not only continuously invested in our portfolio to ensure it addresses real and emerging business needs, but also in new expertise and service initiatives.’

Superior service

The new STL Service platform benefits from centralisation on the secure, cloud-based Autotask Professional Services Automation (PSA).

STL customers can now log service requests direct to the support team by phone, or by email or web portal as they prefer, and will immediately receive a ‘ticket’ or unique service number.

The system will seamlessly enter the ticket into the centralised system and automatically connect it to the customer’s profile to inform the service team of the business’ IT set-up, service agreement and history, along with other information which will facilitate a swift resolution.

Throughout the resolution process, automated notices, auto-escalation and alerts keep customers updated whilst helping the service team to keep live projects on track.

Further, the new STL Service portal incorporates an extensive library of ‘help sheets’ which customers can search to instantly gain helpful advice on how to resolve simple matters themselves.

Continuous improvement

The system will enable STL to set and monitor performance and make data-driven decisions about service provision in future.

Greg Paffard, Head of Operations at STL said,

‘Our continuous customer focus has driven us to the top of the industry – and our continuous improvement philosophy will keep us here.’