Specification template : setting up a customer service solution


Listing your requirements is a fundamental step to the success of your customer service solution project! It allows you to define your needs and to have a precise project brief for your future provider or your internal project team.

The right customer service tool combined with the right strategy will help improve customer retention and loyalty.

The key points of a good customer service are: collaboration between teams, centralization of communication channels, automation and optimization of the customer experience.

Why use our specification template ?

utilisateurs service client

To gather the essential information to provide to present your company and your project, as well as the future users of the Customer Service


To structure your use cases and needs as well as your customer service processes (tickets, pipelines, support levels, etc.)


To anticipate questions to prepare for the eventual migration of data from the old Customer Service platform and avoid the most common mistakes


To list your needs in terms of integration with other tools and project timeline

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