What factors are contributing to the 20% increase in support tickets for SEI Investments's Global Wealth Services in the last month?

Introduction

The recent 20% increase in support tickets for SEI Investments's Global Wealth Services is a critical issue that demands immediate attention. This surge could indicate underlying problems affecting user satisfaction and potentially impacting the company's reputation and bottom line. To address this challenge, I'll employ a systematic approach to identify, validate, and resolve 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 be a recent product update. Has there been any significant change to the Global Wealth Services platform in the last 1-2 months?

Why it matters: Recent changes often correlate with support ticket increases. Expected answer: Yes, a major update was released. Impact on approach: If yes, we'll focus on the update's features and potential issues.

• Considering user segments, I'm curious about the distribution of these tickets. Are we seeing an increase across all user types, or is it concentrated in specific segments?

Why it matters: Helps identify if the issue is widespread or segment-specific. Expected answer: The increase is primarily from institutional clients. Impact on approach: If segment-specific, we'll tailor our investigation to that user group.

• Given the nature of wealth services, I'm wondering about any recent market volatility. Have there been any significant market events that might have triggered increased user activity or concerns?

Why it matters: External factors can drive support ticket volume. Expected answer: Some market volatility, but nothing extraordinary. Impact on approach: If significant events occurred, we'd consider their impact on user behavior.

• Thinking about system performance, I'm curious about any recent changes in our infrastructure. Have there been any updates to our backend systems or data providers in the last month?

Why it matters: Backend changes can sometimes cause unexpected issues for users. Expected answer: No major infrastructure changes. Impact on approach: If changes occurred, we'd investigate potential system-level issues.