End User Support Presentation
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MTML is a telecommunications company in Mauritius that provides internet, mobile, and landline services. It offers end user support to help customers with issues through various channels like phone and online support. The support team works to diagnose and resolve problems, improve processes, and provide solutions to common issues. They also handle warranty and return requests. The support team has a hierarchy and deals with different types of clients, using troubleshooting methods to solve problems.
End User Support Presentation
- 1. Company: MTML NCIT Level 5 Group 1 Present by: Aditee Buchoo Adil Jibrane Hau Teen Yee Fabrice
- 2. Table of content Introduction------------------------------------------------------------3 What is end user support---------------------------------------------4 Services and product--------------------------------------------------5 How end user support communicate with client------------------6 Purposes of end user support----------------------------------------7 How the system works in the company----------------------------8 How MTML support agent deal with difficult client------------9 Hierarchy of the company------------------------------------------10 Types of end user support in MTML company------------------11 Troubleshooting goes in MTML company-----------------------13 problem encountered and its solution----------------------------14-17 What do we expect from MTML----------------------------------18 Chili Video -----------------------------------------------------------19 Charts------------------------------------------------------------------20-25 Conclusion------------------------------------------------------------26
- 3. INTRODUCTION OF THE COMPANY MTLM Means “Mahanagar Telephone Mauritius Limited “ -Founded in 14.11.2003 -The full operations of the company started from March 2007. -Provide internet services and telecommunications -providing basic, mobile and international long distance services as second operator in Mauritius.
- 4. END USER SUPPORT SERVICES PROVIDE AN INTEGRATED SET OF TOOLS WHICH HELP RESOLVE END USER ISSUES. -DIAGNOSE AND RESOLVE PROBLEM -IMPROVE CUSTOMER SUPPORT PROCESSES AND PRACTICES -PROVIDING SOLUTION -TROUBLESHOOT PROBLEM What is End user Support ?
- 5. -PROVIDE “CHILI” WHICH IS A GSM SERVICE -MTML PROVIDES CDMA TECHNOLOGY BASED SERVICE, WHICH OFFERS THE CONVENIENCE OF MOBILE AND WIRELESS PHONE AT A VERY AFFORDABLE RATE -PROVIDE “WIRELESS BROADBAND” EVDO DATA CARD -CUSTOMER SERVICE TEAM THAT IS AVAILABLE TO ASSIST YOU 24 HOURS A DAY, 7 DAYS A WEEK (HELPLINE : 8960) -TECHNICAL SUPPORT Services and Product of the company
- 6. How End user support communicate with client at MTML company?
- 7. • RESPOND TO REQUESTS FOR PRODUCT INFORMATION. • MARKET AND SELL PRODUCTS AND SERVICES. • PROVIDE SOLUTIONS TO COMMON PROBLEMS. • RECEIVE AND LOG USER COMPLAINTS ABOUT PRODUCT FEATURES. • HANDLE WARRANTIES AND AUTHORIZE PRODUCT RETURNS OR EXCHANGES What is the purpose of end-user support at MTML LTD?
- 8. How the system works in the company ?
- 9. 1. UNHAPPY AND ARE NOT SATISFIED WITH FEATURES OF PRODUCTS 2. POWER USERS WHO PRETEND TO BE TECHNICALLY KNOWLEDGEABLE 3. CONFUSED USER 4. ANGRY USER 5. ABUSIVE USER How MTML support agent deal with difficult clients?
- 10. Hierarchy of the company
- 11. -HELP DESK -HOTLINE -PEER SUPPORT -USER SUPPORT TEAM -CUSTOMER SUPPORT -TECHNICAL SUPPORT Types of End user support in MTML Company.
- 12. An example of a log sheet for a support agent Date Time Name Problem receive Solution 2/10/2015 10:15 Jean Nash Internet connection (low) Plug and unplug the EVDO card 2/10/2015 11:00 AK shay Tulsiram Mobile internet slow Network problem please wait about 1 hours 4/10/2015 11:15 Ashvin Yogun EVDO broken To change EVDO 4/10/2015 14:50 Monica ghurborun Internet connection To check speed 5/10/2015 11:00 Ram Sunnasy Problem with mobile network Go to setting and manual check the network
- 13. EXAMPLE OF HOW TROUBLESHOOTING GOES IN MTML COMPANY Reboot the system to see if the problem goes away. Describe the symptoms of the problem accurately. Isolate the problem Apply a fix to see if the problem goes away. Test to make sure nothing else has been impacted by the fix.
- 14. PROBLEM ENCOUNTERED AND ITS SOLUTION 1. Connection of Wireless Broadband Internet through EVDO Data Card. Customer: My internet connection through EVDO Data Card is slow, I tried to unplug and plug it on my laptop , but it still the same. Support agent: I am very sorry about that let me help you to solve the problems, Please go on Google and do a speed test on the website: http://www.speedtest.net/ .If you have your connection is under 1Mbps.Please come to our showroom and we will try to fix the problem on the EVDO Data Card.
- 15. 2. MY LAPTOP DID NOT FOUND THE EVDO DATA CARD WHEN I PLUG IT Customer : I just brought a EVDO Data Card, but when I plug it on my laptop, It did not works and it said unrecognized device, I tried to unplug and plug but the same problem. Support agent: Okay, Have you check to plug the EVDO Data Card to another USB port? , if No, can you tried it. If the problem persist, Have you install the driver of the EVDO Data Card, because it very important to install the driver for the laptop to recognized, the EVDO Data Card, Please install it and plug your EVDO card it will work fine, and if you have any question or the problem persist, please call us for further information.
- 16. 3. I JUST BUY A CHILI SIM CARD BUT NO NETWORK. Customer 3: - I have no network on my chili card and I just buy it today. Support agent: -You must wait at least for 12 hours for the chili card to be activated
- 17. I HAVE A LOT OF PROBLEM TO SET UP MY INTERNET MOBILE Customer 2: -I just set up my internet mobile , but , I have still no internet on the mobile ,I tried everything like turn on data connection on my mobile ,but , the problem still persist. Support agent: -okay, can you please check if you put the right information by setting up your internet connection on your mobile, Access Point Name (APN) :wapmtml.
- 18. WHAT DO WE EXPECT WITH MTML Getting MTML instead of CELLPLUS-MRU OR EMTEL-MU in your network id. - Getting an MTML sticker on your phone purchased from the showroom. - Having your phone support being many languages. - Chili package - Free sms (short message service). - Low prices on international calls - High speed of internet connection - Low tariffs on calls - Being labelled as one more addition to the long list of African Orange operators. - Normal cost even if call on orange or emtel.
- 20. THESES CHARTS ARE MADE UPON OUR SURVEY. 95% 5% The Popularity of Chili Yes No Do you know MTML Company which provide “Chili Service”?
- 21. 45% 55% Chili Sim Yes No Do you have a chili sim?
- 22. 44% 31% 17% 8% MTML "Chili Services" Orange Emtel Chili None In Mauritius, We have Career network which one do you prefer?
- 23. 40% 60% EvDo Data Card Yes No Have you ever heard about EVDO Data Card (Wireless broadband)? Example of EVDO DATA CARD
- 24. 10% 90% Preference for EvDO Data Card Yes No The Wireless Broad band through EVDO Provide a high internet speed which is up to 3.1mbps, would you like to use it?
- 25. 20% 80% Satisfied with the problem solving Yes No Are you satisfied with the way that they solve your problem?
- 26. CONCLUSION Therefore to conclude, we would like to thank all those who have helped us in completion of this assignment. We have retained some information based on the history of Mahanagar Telephone Mauritius Limited” a small intro of the company itself. Mtml is a great company as it provide a lot of services and support and with that experience we have learn how a support agent works exactly and its purpose at MTML.
- 27. THANK YOU VERY MUCH FOR YOUR ATTENTION