What factors are contributing to the sudden 30% spike in support tickets related to AvidXchange's AvidPay Network integration over the last month?

Introduction

The sudden 30% spike in support tickets related to AvidXchange's AvidPay Network integration over the last month 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.

I'll approach this problem by first clarifying the context, then ruling out external factors before diving deep into the product ecosystem, metric breakdown, and data analysis. From there, I'll form and validate hypotheses, conduct root cause analysis, and propose a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the integration. Has there been any update to the AvidPay Network integration in the past 1-2 months?

Why it matters: Recent changes often correlate with sudden spikes in support tickets. Expected answer: Yes, there was a minor update. Impact on approach: If yes, I'd focus on that change as a primary hypothesis.

• Considering user segments, I'm wondering if this is affecting all users equally. Are we seeing this spike across all customer types, or is it concentrated in a particular segment?

Why it matters: Helps narrow down if it's a universal issue or specific to certain users. Expected answer: It's primarily affecting enterprise customers. Impact on approach: If segmented, I'd tailor the investigation to that specific user group.

• Given the nature of support tickets, I'm curious about the specific issues being reported. What are the top 3 categories of complaints in these tickets?

Why it matters: Identifies patterns in the reported issues. Expected answer: Login problems, transaction errors, and slow processing times. Impact on approach: Would guide the technical areas to investigate first.

• Thinking about system health, I'm wondering about overall performance. Have there been any notable changes in system performance metrics coinciding with this spike?

Why it matters: Could indicate if it's a performance-related issue. Expected answer: Some slowdowns in transaction processing times. Impact on approach: If yes, would focus on backend systems and infrastructure.