During this phase of the project plan, we identify the needs of each of your user areas (e.g., telesales, field sales, marketing, support, etc.). Defining your Functional Requirements involves gathering information from your departmental managers, users, and supervisors either via a) a series of interviews, or b) completing a number of questionnaires. From this exercise, we define and clarify the following:

	The general work flow of the sales, marketing, operations, and support departments
	Current processing bottlenecks
	Detailed understanding of most critical needs
	MX-Contact system parameters
	User security requirements
	Customisation of MX-Contact that may be needed
	Requirements that fall outside of the MX-Contact software, such as changes in procedures or business processes
	Basic reports that are needed

At this point, we do not attempt to do detailed designs, but simply identify the key functional requirements and prioritise these requirements. We also attempt to identify more efficient ways to accomplish your goals through the best use of sales automation. We do not simply attempt to duplicate your current processes, but seek ways to improve your operations through newer technology and functionality.

At the end of this exercise we provide you with a Project Definition document. We identify in this document your basic functional needs and also identify the most critical changes that you need before beginning user training and implementing the software.

Once the Project Definition document has been approved, we will begin the process of defining and documenting the detailed requirements of the system. This will include the specifying of all functionality, views, integration, data conversion and reports required in the system. All user information, security requirements and remote replication requirements will also be defined.

A number of documents, including the Business Overview Document, User Requirements Document and Data Mapping Document, will define your requirements in full detail and will be the basis on which the system is designed and configured. These documents may be completed either by ExchangeWise or the Client depending on the type of implementation selected, i.e. "DIY", Remote or On-Site implementation.