What factors are contributing to the recent 20% increase in customer support tickets related to SEI's Managed Account Solutions?

Introduction

The recent 20% increase in customer support tickets related to SEI's Managed Account Solutions is a critical issue that demands immediate attention and a thorough root cause analysis. This surge in support requests not only impacts customer satisfaction but also strains our support resources and potentially signals underlying problems with the product or user experience. 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 change in the product. Has there been any significant update or feature release in the Managed Account Solutions platform in the last 30-60 days?

Why it matters: Recent changes often correlate with spikes in support tickets. Expected answer: Yes, there was a major update to the reporting interface. Impact on approach: If confirmed, we'd focus on the new features and potential usability issues.

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

Why it matters: Helps identify if the issue is universal or specific to certain users. Expected answer: The increase is primarily from institutional clients. Impact on approach: We'd tailor our investigation and solutions to the needs of institutional users.

• Thinking about the nature of support requests, I'm wondering about the content of these tickets. What are the top 3 categories or themes in these increased support requests?

Why it matters: Identifies specific areas of the product or service causing issues. Expected answer: Account access, report generation, and data discrepancies. Impact on approach: We'd prioritize these areas in our root cause analysis and solution development.

• Considering potential external factors, has there been any significant market volatility or regulatory changes that might be driving increased engagement with the platform?

Why it matters: External factors can sometimes explain sudden changes in user behavior. Expected answer: There have been some market fluctuations, but nothing out of the ordinary. Impact on approach: If confirmed, we'd need to consider how market conditions might be affecting user interactions with the platform.