Premise:

Amazon is an ecommerce website used by many customers. Amazon contains few crores of products
listed on the platform by various sellers and customer can purchase a single or multiple products

You would have experienced the journey on the amazon website as a customer where you register,
browse the products, add them to the cart, check out the cart, make payment and the products gets
delivered to your entered address.

Amazon wants to create a direct customer facing Customer Support toll free number.

Requirement:

Amazon currently doesn’t have a tool existing for the customer support agents to address the
customer escalations when they call the customer support. You are given the responsibility to create
a customer support platform for the support agents, where the agent can search the details of the
customer, fetch appropriate information and do necessary actions. You are required to document
the functional implementation specifications required to build this CRM application.

Functionalities/details to be captured:

- Features & Functionalities that the CRM application should have

- Specifications of each of the functionality

Articulate the solution in this word document with clear definitive sections/ assumptions/
approaches/ functional & non-functional requirements.

You can choose to use any UML diagrams if needed.

You can make any assumptions for the purpose of solutioning. But please articulate the assumptions.

Start from here

1. Requirement Overview:
 To build a robust Customer Support Software, for support agents to address the
customer escalations when they call for support.

2. Salient Features:
  Voice Enabled - Speak directly with customers to deliver customized solutions to
complex issues.
 Quick Customer Information - Integrated Phone support solution syncs lets agents
see all customer information quickly.
 IVR routing - Ensure customer reach the right agent at the right time with IVR
routing.
 Quality Assurance - Recording downloads, Improvement and Transcription.
 Secure Multifactor Authentication
 Knowledge Center for common issues
 Monitoring and Reporting via interactive dashboards

3. Current System:
 Amazon currently doesn’t have a tool existing for the customer support agents to
address the customer escalations when they call the customer support.

4. In Scope :
 IVR Routing and load balancing
 Pre-defined service categories and necessary actions
 Manage Customer waiting time
 Dashboards

5. Out of Scope :
 All the other channels viz. WhatsApp, SMS, Email, etc.

6. Solution Blue Print:

7. Functional Requirements:

 Ability for Agents to securely login using multi-factor authentication.

 Ability to auto-fetch accurate customer details, purchase history and a full view into
customer conversations on receiving a call.
 Ability for Agent to perform Customer Verification and marked as verified.
 Ability to manage multiple calls settings viz. Keep On-Hold, Call Forwarding, Call
barging.
 Ability to monitor and record calls to ensure quality conversations while protecting
customer privacy.
 Ability to Create Ticket based on the pre-defined Service Request categories like –
Refund Request, Wrong Item, Defective Product, etc.
 Ability to perform Actions based on the Service request categories for on call
resolution, for e.g. -
a. As an agent I should be able to process Refund Request in case of valid reason.
b. As an agent I should be able to process Return Request in case of valid reason.
 Ability to calculate the resolution TAT for customer information.
 Ability for agent to manage duplicate complaints and tagging for the same.
 Auto-Escalations - E-mails to specified groups on TAT breach.
 Auto-Reminder - To be triggered to concerned task owners.
 Knowledge Center for agent to resolve common issues.
 Ability to trigger NPS survey links by the agents and system.
 Interactive ticket dashboard with multiple filter option for Managers and
Supervisors.
 Interactive administrator module – To manage users (Add/ Modify /Delete) and
related configurations, Hierarchy management.
 Agent Productivity module – Which includes First Time Resolution (FTR) and Wrap
Time, Average Handling Time (AHT).