Mobile Support Line specialized in high added value technical assistance, has carried out strategic partnerships with major players in ICTs in France: Virgin Mobile, SFR, Coriolis ... This experience has prompted MSL to develop its skills to better respond to market evolution towards automated and personalized assistance. News: Launch of Nuha NLU building Engine for developpers // Delivered Consulting Projects: Change management advisory for Coriolis Telecom France Context: Swap to Full MVNO architecture Scope: Definition of the followings: • Target Customer Technical Support strategy, according to ITIL V3, including impact on organization, process, tools and SLA • Troubleshooting & Investigation tree per typology of incident • Specifications of the transverse Ticketing tool // Delivered BPO Projects: • For Customer Care & Technical Support (Virgin Mobile France) - Technical L2/L3 Support & troubleshooting of Customer complaints (Cost Savings : - 60%, Delay Optimization: 70% of tickets processed within 24 hrs and without involving third Parties) - Customer Assistance (DATA & MMS Setting, Network hanging, handset configuration check…) • For Technical Support Team (Virgin Mobile France) - IT & Network L1 Support & SPOC: Ericsson/ BICS/ Syniverse/ Starhome / Oberthur/ Netsize / RIM… - Network KPI monitoring • For Roaming Team - IREG Testing (GSM/3G/LTE/CAMEL) - Roaming Partners Data handling • For Performances Team - QoE V3D Tool Exploitation (Mobile Application agent deployment/ Data analysis/ Repporting…) - Drive Test Analysis & Reporting - Social Networks Verbatim Analysis (Focus negative posts related to Network Quality)