Page 12 - Business Requirement Document

with approval and then restarts working on the resolution of the ticket.

Once the ticket is closed by the support agent, they again have to send a mail to the

customer updating them the status of the ticket with all the details making it difficult for
the agent to describe all the discussion with customer and resolution of the complaint
as per company policies.

There is no available mechanism to get the feedback of the customer against the

resolution provided by the support agent.

1.2.3 Problem Statement [ Online Marketing/Campaign Management ]

ABC Corporation has many travel routes and currently covers 109 destinations in India.
The marketing team creates many offers and generates business through emailing the
customers who visit the website and uses the database of the existing customer base
to direct mailing the customer and aware them about the recent discount on respective
routes and travels.

The existing process followed by the marketing team is to share group mails to the
existing users of ABC corporation and there is no track of how many of the users have
even opened the mail sent.

The whole process is a traditional email sending way which is very cumbersome and
affects the productivity of the email marketers of the organization.Currently if the team
wants to send marketing mails based on certain holidays or any special occasions, then
the team has to plan the sharing list based on different client bases which takes ample
amount of time and hardly gives an expected result as per the marketing plans.

Another pain area was creating a marketing email which would take extended hours or
even days to design marketing emails. It would also require a User Interface developer

to get involved in many of the cases. Eventually the UI developer would charge Rs 500/-
per hour and would take 4-5 hours to create one customize email for bulk emailing, but
when ABC would require 8 to 10 emails then it would become a problematic approach
and would consume a substantial amount of time and money.

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Customer Sign-off

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