Page 15 - Business Requirement Document

other departments.
Currently the tickets raised by customers are processed through the multi level
hierarchy medium. The channels of the tickets are through emails and direct phone calls

to customer care and based on the requests received by the customers they receive a
complaint id in return (see Exhibit 5). Then the support agents analyse the complaint
raised and respond to them. If the customer finds the ticket satisfactory the support
team will close the ticket.

1.2.5 Desired State

Running a business goes hand-in-hand with customer interaction. This can be via phone
or email. These interactions, regardless of the channel, need to be treated with extra

care and doing so without the right tool might make things more complicated than
necessary.

To start with, we needed a way to conveniently store and pull up previous customer
interactions to maintain context in case the customer comes back with the same, or
more questions. Doing so across all the channels that they use to reach out to ABC
Corporation Limited will help us to build better customer relationships.

This is just scratching the surface of what customer support software can help you do.
The solution of using Zoho DESK will boost the progress of ABC Corporation Limited in
the following aspects:

i. Process Management

ii. Advanced Insights
iii. Accessibility and Security
iv. Detailed Dashboards
v. Report
vi. Managing departments

vii. Creating team and agents
viii. Defining team hierarchy

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Customer Sign-off

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