Page 5 - Business Requirement Document

● Effective planning resources

● Superior booking experience across all channels
● The journey 24x7 live customer support
● Better internal communication within support teams
● Increasing agents productivity
● Providing customers a powerful knowledge base

1.2.1 Current Scenario

ABC Corporation Limited has nearly a customers base of 2,00,000 users across India
and the customers can reach out for various travelling offers, booking tickets, explore

destinations and get discounts via two modes namely :-

● Mobile Application [ Android & iOS ]
● Website

Customers can sign up on the respective modes and plan their travel requests
accordingly. ABC serves the customers in the following verticals:-

● Airlines
● Railways
● Buses
● Hotels
● Cab

● Holiday packages.

They have a growing customer prospect in the market and currently the need for the
help desk tool is specifically for the travel and ticketing department which follows the
below mentioned hierarchy.

__________________
Customer Sign-off

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