Penultimate Electronics requires an effective ticketing system to support their product support business line.
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Customer and call-centre staff complaints about system availability and usability
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Increase efficiency and reduce maintainability costs for software changes and business disruption due to failures
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Customer complaints about non-show OR wrong person show from Sysops Squad expert team
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Risk of loosing profitable business line
Following are the significant business requirements;
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Customers can register and maintain their profile including billing information
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Customers can register their product for support plans
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Customers can raise the tickets against their registered products
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Customer can access statements and billing history
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Customers can provide feedback once the ticket is closed
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System Administrators can manage internal users, skills and other details
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System Administrators can manage product information in the system
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Sysops expert users can receive notifications about tickets based on suitability/matching
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System expert users can update tickets where required
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System export user can perform knowledge base search
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System can send notifications to Customers and Expert users when required
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Call centre/support teams can access the system
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Managers can request and receive various operational and analytical reports
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Data from existing data have to be migrated into new system
Following are the significant non-functional requirements based on current pain points and stakeholders concerns. However, please note these is not full list of non-functional requirements.
- Reliability of the system
- Availability of the system to support nature of it's usage
- Maintainability of the system to sustain it and to extend it's functionality
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