How can Everi Holdings address the recent 20% increase in customer support tickets related to its Apex V loyalty kiosk software?

Introduction

The recent 20% increase in customer support tickets related to Everi Holdings' Apex V loyalty kiosk software presents a significant challenge that requires immediate attention and a strategic approach to resolution. As we delve into this issue, we'll employ a systematic framework to identify, validate, and address the root cause while considering both short-term fixes and long-term implications for the product and company.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent software update. Has there been any significant changes or updates to the Apex V software in the last 30-60 days?

Why it matters: Recent changes often correlate with support ticket increases. Expected answer: Yes, a minor update was rolled out 45 days ago. Impact on approach: If confirmed, we'd focus on changes in that update.

• Considering user segments, I'm wondering if this is widespread or localized. Are we seeing this increase across all casino types and sizes, or is it concentrated in specific segments?

Why it matters: Helps determine if it's a universal issue or segment-specific. Expected answer: The increase is more pronounced in smaller casinos. Impact on approach: We'd investigate factors unique to smaller casino implementations.

• Thinking about the nature of support tickets, I'm curious about the specific issues reported. What are the top 3 categories of problems customers are reporting in these tickets?

Why it matters: Identifies patterns in the reported issues. Expected answer: Login errors, reward point discrepancies, and slow response times. Impact on approach: We'd prioritize investigating these specific areas of the software.

• Considering system performance, I'm wondering about any backend changes. Have there been any modifications to the server infrastructure or database systems supporting Apex V in the last quarter?

Why it matters: Backend changes can impact frontend performance and user experience. Expected answer: A database optimization was implemented two months ago. Impact on approach: We'd examine the relationship between this optimization and reported issues.