Writing specifications for the new development of an application for complaints processing

Documentation on the existing application as well as the application itself made available by the customer provide the basis for information on which to write the specifications. Together with the customer, the specialist processes of complaints processing are initially identified and then analyzed in detail (as-is snapshot). The analysis takes place in joint workshops with the customer and external stakeholders. Following that, the processes will be supplemented by any new requirements of the external stakeholders (to-be snapshot). As a supplement to the process analysis, all implemented functions of the existing application will be identified and also recorded as requirements in the specifications.