Project by: Hau Teen Yee Fabrice Aditee Buchoo Adil Jibrane

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