What factors are contributing to the 30% increase in customer support tickets related to UKG Dimensions workforce management system in the last month?

Introduction

The recent 30% increase in customer support tickets related to UKG Dimensions workforce management system is a critical issue that demands immediate attention. This surge in support requests not only impacts customer satisfaction but also strains our support resources and potentially signals underlying problems with the product. To address this effectively, 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 have been a recent update or change. Has there been any significant product update or system change in the past month?

Why it matters: Recent changes often correlate with support ticket increases. Expected answer: Yes, a major update was rolled out three weeks ago. 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 we seeing this increase across all customer segments or is it concentrated in specific industries or company sizes?

Why it matters: Helps identify if the issue is universal or segment-specific. Expected answer: The increase is primarily seen in large enterprise customers. Impact on approach: We'd tailor our investigation and solutions to enterprise-specific use cases.

• Given the nature of workforce management systems, I'm wondering about seasonality. Is this increase aligned with any known seasonal patterns in workforce management activities?

Why it matters: Seasonal factors could explain temporary spikes in support needs. Expected answer: No significant seasonal pattern has been observed in previous years. Impact on approach: We'd focus more on recent changes or issues rather than cyclical factors.

• Thinking about the support process itself, has there been any change in how support tickets are categorized or processed in the last month?

Why it matters: Changes in support processes could artificially inflate ticket numbers. Expected answer: No changes to the support ticket system or categorization. Impact on approach: We'd rule out support system changes and focus on actual user issues.