Page 9 - Business Requirement Document

example, 202001 is the ticket/complaint number where 2020 is the current year in
which the ticket is raised and 01 is the first ticket/complaint shared by any user in that
year. So similarly the next ticket raised would be 202002 then 202003 and so on.

Every customer who sends email or calls to customer care gets a complaint number in
their mail box immediately after the email or call respectively. Based on the complaint
number, the customer can get the updates on the issue highlighted. In this case the
customer has to wait until the agent reverts back with the solution to the problem raised

or again has to follow up via email or call. The whole process becomes callous for the
customer to get a update. This leads to probable chances to lose the customer and
decreases in ABC corporation limited customer's base in the market.

In the current flow the agents are supposed to reply to the customer within five hours of
timespan from the time they have taken up the ticket from the shared mailbox. The
team leads keep a watch on all the tickets assigned to their agents and follow up on

timely basis to fast track the things on time. In case any ticket is not taken up by any
agent in the first five hours of the ticket arrival, then the team leads takes the ticket and
directly reaches out to the customer who is facing a problem and then internally
manages within the team and seeks a valid reason for not taking up the ticket. There is
no such process for these internal checks but here only reasons are asked to the agents
team for the delay and discussion takes place to expedite the process.

1.2.2 Problem Statement [ Ticket Management ]

During the rigorous handling of tickets at ABC the ticketing team has had tough times
and sleepless nights due to the improper mechanism in the current workflow of
managing the inflow of tickets. Currently the complaints flow in to the organization is
from the following channels:-

● Emails by customers &

● Direct calls on customer care

All the emails are catered initially by the support agents from the shared mail box on
first come first basis. In case, if the tickets are left out and not taken up by any agent the

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Customer Sign-off

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