Page 3 - Business Requirement Document

Table of Contents

1 General Information 4

1.1 Purpose 4
1.2 Business Overview 4
1.2.1 Current Scenario 5
1.2.2 Problem Statement [ Ticket Management ] 9
1.2.3 Problem Statement [ Online Marketing/Campaign Management ] 12
1.2.4 Current State and the Need for the new system 13
1.2.5 Desired State 15
2 Solution Approach 16
2.1 Out of Scope 23
2.2 High Level Workflow 23
2.3 High Level Plan and Milestones 28
2.4 Cut Over Plan 30
3 Assumptions 33
4 Dependencies 33

5 Escalation Matrix 33
6 Glossary 34
Appendix A - Exhibit Details 34
Appendix B - References 35

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Customer Sign-off

Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
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