Page 14 - Business Requirement Document

Exhibit - 5

A few of the common list of complaints registered by customers are as follows:-
1. Wrong booking ID/ PNR
2. Unable to book tickets
3. Money deducted from account but unable to generate ticket
4. Poor booking experience
5. Unable to get the promotional offers

All the above problems coming in to the portal from both the channels has urged the
company to have a concrete solution that would resolve the problem of managing the
complaints logged on daily basis and getting a solution to email campaigns run by the
organization. Reaching out to the customer has also been a painful problem for ABC.

The problem scenarios are mentioned only for the ticketing team considering the
solution provided to ticketing department ABC would plan the implementation for the

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Customer Sign-off

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