How can we explain the unexpected 20% increase in support tickets related to Watermark's Outcomes Assessment & Accreditation solution this quarter?

Introduction

The unexpected 20% increase in support tickets related to Watermark's Outcomes Assessment & Accreditation solution this quarter is a significant issue that requires immediate attention. To address this problem, I'll employ a systematic approach to identify, validate, and resolve 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 seasonal factor. Has this increase coincided with the start of a new academic term or accreditation cycle?

Why it matters: Seasonal patterns could explain the spike and inform our solution approach. Expected answer: Yes, it aligns with the start of the fall semester. Impact on approach: If confirmed, we'd focus on scaling support during peak periods.

• Considering user segments, I'm curious about the distribution of tickets. Are we seeing this increase across all institution types, or is it concentrated in specific segments?

Why it matters: Identifying affected segments helps pinpoint potential causes and tailor solutions. Expected answer: The increase is primarily from large public universities. Impact on approach: We'd investigate factors specific to this segment, such as complex organizational structures or high user volumes.

• Regarding recent changes, have there been any significant updates to the Outcomes Assessment & Accreditation solution in the past quarter?

Why it matters: Recent changes could be directly linked to the increase in support tickets. Expected answer: A new feature for custom reporting was released last month. Impact on approach: We'd focus on the new feature's usability and potential issues.

• Thinking about support ticket categorization, has there been any change in how we classify or route tickets in our support system?

Why it matters: Changes in classification could artificially inflate numbers without an actual increase in issues. Expected answer: No recent changes to the ticketing system. Impact on approach: We'd focus on actual user issues rather than system-related explanations.