How can Colibri Group address the recent 20% increase in support tickets related to accessing online continuing education courses for insurance professionals?

Introduction

The recent 20% increase in support tickets related to accessing online continuing education courses for insurance professionals at Colibri Group is a critical issue that demands immediate attention. This surge in support requests not only impacts user satisfaction but also strains our support resources and potentially affects our reputation in the insurance education sector. To address this problem, I'll employ a systematic approach to identify the root cause, validate our findings, and develop both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent system change. Has there been any significant update to the course access system in the past month?

Why it matters: Recent changes often correlate with sudden increases in support tickets. Expected answer: Yes, a new authentication system was implemented. Impact on approach: If true, we'd focus on the new system's performance and user experience.

• Considering user segments, I'm curious about the distribution of these tickets. Are they concentrated among a specific group of users, such as new enrollees or those from a particular insurance specialty?

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: The increase is primarily among users in property and casualty insurance. Impact on approach: We'd investigate if there are unique access issues for this specialty's courses.

• Thinking about the nature of the tickets, I'm wondering about the specific access issues reported. What are the top three complaints users are mentioning in these tickets?

Why it matters: Understanding the specific problems helps pinpoint technical or UX issues. Expected answer: Users report login failures, course loading errors, and certificate generation problems. Impact on approach: We'd prioritize investigating these specific functionalities in our analysis.

• Considering potential external factors, has there been any recent change in continuing education requirements for insurance professionals that might have led to increased course demand?

Why it matters: External regulatory changes could explain a sudden surge in system usage and related issues. Expected answer: No significant regulatory changes have occurred recently. Impact on approach: If true, we'd focus more on internal factors rather than external pressures.