Services.

Service Desk

The STL Service Desk provides immediate, remote assistance with any issues arising from the use of any STL software application.

This service is underpinned by a sophisticated and secure cloud-based Service Desk system, an access anytime/anywhere Customer Portal and friendly, high-calibre technical analysts. Combined, they offer an easy, transparent and swift resolution process.

In addition, the Portal incorporates an extensive library of ‘help sheets’ that enable customers to quickly resolve simple issues themselves.

Our friendly, UK-based team is available to help (subject to your service contract):

  • Monday to Friday: 7am – 7pm
  • Weekends and Bank Holidays: 7am – 12 noon
    (Excluding Christmas Day and New Year’s Day)

Intelligent support, with the human touch

STL’s relentless commitment to customers, and a determination to continuously refresh our thinking, have distinguished us from the competition and driven us to pole position. So, it’s no surprise that, as other IT companies have reduced their service provision to faceless chatbot-based query management, we’ve asked how we can do things differently.

The customer service team have wholesale sector knowledge, and we build on this by ensuring all team members regularly spend meaningful time at customer sites to get first-hand experience of their operational challenges, and how STL’s software is used in the real world.

Our Support Analysts are constantly undergoing training to ensure they are proficient across the latest capabilities of all STL software modules.

To avoid knowledge silos, they all share their knowledge in ‘Function overview’ and ‘How to’ documents. These are housed in IT Glue – our dynamic documentation system, which is integrated with our Autotask helpdesk system.

We’ve also installed Cooper, the AI software that auto-triages service tickets.

This quickly assesses a customer’s core issue, generates a summary along with the customer’s IT and service agreement profile, and assigns the task to the best Support Analyst at STL according to their field of expertise and availability.

This intelligent system also automatically links relevant ‘Knowledge’ documents to newly activated service requests, enabling the Support Analyst to hit the customer’s problem-solving ground running for faster resolution.

What’s more, our Cooper AI system is integrated with our Autotask communication system. This means we can provide customers with real-time insight into their problem assessment, the actions being taken, progress updates and, ultimately, what’s been achieved – all in clear, non-technical language.

All this ensures we not only sustain our industry-best responsiveness – acting on 99.9% of service requests within 30 minutes – but also resolve issues in record time, too.

Implementation services and project management

STL’s skilled consultants work closely with customers to understand their business before helping them to design the best IT solution to support their current operations and future plans.

Following best project management practices, we also know how to implement mission-critical systems with minimum business disruption, helping customers to boost their profits more quickly.

Installation services

STL’s experienced resource is regularly involved in the deployment of STL software and third party products – in both existing customer and new business operations.

STL also works with a select group of specialist partners who provide the most reliable, robust and user-friendly hardware and infrastructure.

Bespoke software development

STL’s in-house software development team can deliver bespoke software development projects, and is experienced at meeting exceptional quality standards within demanding deadlines.

STL can design, specify, code and test a software application to meet a customer’s specific requirements.

Get in touch

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