What factors are contributing to the sudden 30% increase in customer support tickets related to Hexagon PPM's Intergraph Smart 3D software in the last month?

Introduction

The sudden 30% increase in customer support tickets for Hexagon PPM's Intergraph Smart 3D software 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.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent software update. Has there been any significant release or patch deployed in the last month?

Why it matters: Software updates often correlate with increased support tickets. Expected answer: Yes, a major update was released. Impact on approach: If confirmed, we'd focus on the update's features and potential bugs.

• Considering user segments, I'm curious about the distribution of these tickets. Are they coming from a specific industry or user type?

Why it matters: Helps identify if the issue is widespread or localized to a particular user group. Expected answer: Tickets are primarily from the oil and gas sector. Impact on approach: We'd investigate industry-specific use cases or integrations.

• Regarding the nature of the tickets, I'm wondering about the most common issues reported. What are the top three categories of problems users are experiencing?

Why it matters: Pinpoints specific areas of the software causing issues. Expected answer: UI navigation, rendering performance, and data import problems. Impact on approach: We'd prioritize these areas in our root cause analysis.

• Thinking about external factors, has there been any change in the competitive landscape or industry standards that might be driving users to interact with the software differently?

Why it matters: External pressures can change user behavior and expectations. Expected answer: No significant external changes noted. Impact on approach: We'd focus more on internal factors if external influences are minimal.