What factors are contributing to the 30% increase in support tickets related to Vestmark's Model Management & Trading module in the last month?

Introduction

The recent 30% increase in support tickets related to Vestmark's Model Management & Trading module is a critical issue that demands immediate attention. This surge in user complaints indicates potential underlying problems affecting the product's performance and user satisfaction. 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 product update. Has there been any significant change or release in the Model Management & Trading module in the past month?

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

• Considering user segments, I'm wondering if this increase is uniform across all users. Are we seeing a higher concentration of tickets from a particular user group or account type?

Why it matters: Helps identify if the issue is widespread or specific to certain users. Expected answer: The increase is more pronounced among institutional clients. Impact on approach: We'd tailor our investigation and solutions to the most affected user segment.

• Given the nature of the module, I'm curious about market conditions. Have there been any significant market events or volatility that might have increased usage or stress on the system?

Why it matters: External factors can sometimes drive increased usage and reveal underlying issues. Expected answer: Markets have been relatively stable. Impact on approach: If confirmed, we'd focus more on internal factors rather than external pressures.

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

Why it matters: Backend changes can sometimes introduce unexpected issues in seemingly unrelated areas. Expected answer: There was a minor update to a data provider. Impact on approach: We'd investigate the potential impact of this update on the module's functionality.