How can we explain the 25% increase in customer service calls related to Associated Bank's online bill pay system in the last two weeks?

Introduction

The recent 25% increase in customer service calls related to Associated Bank's online bill pay system is a critical issue that demands immediate attention. This surge in support requests not only impacts customer satisfaction but also strains our resources and potentially signals underlying problems with the system. I'll approach this analysis systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent update. Has there been any system changes or updates to the online bill pay system in the last month?

Why it matters: Recent changes often correlate with spikes in customer service calls. Expected answer: Yes, there was a minor update two weeks ago. Impact on approach: If confirmed, we'd focus on the update's specifics and potential issues it introduced.

• Considering user segments, I'm curious about the call distribution. Are these calls coming from a specific user demographic or spread across all users?

Why it matters: Helps identify if the issue is universal or affecting a particular group. Expected answer: Calls are primarily from users aged 50+. Impact on approach: If true, we'd investigate usability issues specific to this demographic.

• Thinking about the nature of the calls, I'm wondering about the main complaints. What are the top 3 issues customers are reporting in these calls?

Why it matters: Pinpoints specific areas of the system causing problems. Expected answer: Login issues, payment confirmation, and transaction errors. Impact on approach: We'd prioritize investigating these specific functionalities.

• Considering system performance, I'm curious about any backend issues. Have there been any server outages or significant slowdowns in the past two weeks?

Why it matters: Technical issues often lead to increased customer service calls. Expected answer: No major outages, but some intermittent slowdowns. Impact on approach: We'd focus on system performance and capacity if confirmed.