Why has the average processing time for corporate matching gifts through Benevity's Spark platform increased by 2 days over the past week?

Introduction

The recent increase in average processing time for corporate matching gifts through Benevity's Spark platform is a critical issue that demands immediate attention. As we analyze this product problem, we'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Our analysis will follow a structured framework, covering issue identification, hypothesis generation, validation, and solution development. Let's begin by clarifying the situation and gathering essential information.

Step 1

Clarifying Questions (3 minutes)

• Given the timing, I'm wondering if there have been any recent system updates. Have there been any changes to the Spark platform in the past two weeks?

Why it matters: Recent changes could directly impact processing times. Expected answer: Yes, a minor update was rolled out last week. Impact on approach: If confirmed, we'd focus on the update's impact on processing.

• Considering user segments, I'm curious about the distribution of this increase. Is the 2-day increase consistent across all corporate clients or concentrated in specific segments?

Why it matters: Helps identify if the issue is systemic or segment-specific. Expected answer: The increase is more pronounced in larger corporations. Impact on approach: We'd investigate factors unique to larger corporate gift processing.

• Looking at the metric itself, I'm wondering about its components. Can you confirm that the definition of "processing time" hasn't changed recently?

Why it matters: Ensures we're comparing apples to apples in our analysis. Expected answer: The definition has remained consistent. Impact on approach: If changed, we'd need to recalibrate our baseline for comparison.

• Considering external factors, have there been any significant spikes in gift matching requests in the past week?

Why it matters: Unusual volume could strain the system and increase processing times. Expected answer: There's been a 15% increase in requests. Impact on approach: We'd need to assess if the current system can handle this volume efficiently.