How can Haven Technologies address the recent spike in customer support tickets related to difficulties accessing the online policyholder portal?

Introduction

Haven Technologies' recent spike in customer support tickets related to difficulties accessing the online policyholder portal is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change. Has there been any recent update to the portal or backend systems?

Why it matters: Recent changes often correlate with sudden spikes in issues. Expected answer: Yes, a minor update was pushed last week. Impact on approach: If confirmed, we'd focus on changes made in that update.

• Considering user segments, I'm wondering if this is widespread. Are we seeing this issue across all user types or is it concentrated in a specific segment?

Why it matters: Helps narrow down potential causes and affected areas. Expected answer: It's primarily affecting mobile users. Impact on approach: We'd prioritize mobile-specific investigations if confirmed.

• Thinking about performance metrics, I'm curious about the scale. What's the percentage increase in support tickets compared to our baseline?

Why it matters: Helps quantify the severity and urgency of the issue. Expected answer: A 200% increase over the past week. Impact on approach: A significant spike would warrant more aggressive action.

• Considering potential system changes, I'm wondering about our authentication process. Have there been any recent modifications to our login or security protocols?

Why it matters: Authentication issues often lead to access problems. Expected answer: We implemented new two-factor authentication last month. Impact on approach: If confirmed, we'd scrutinize the new authentication system.