How can we explain the unexpected spike in support tickets related to Diligent's Compliance software during the last quarter?

Introduction

The unexpected spike in support tickets related to Diligent's Compliance software during the last quarter presents a critical challenge that requires immediate attention and a systematic approach to resolution. As we delve into this product issue, we'll employ a structured framework to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Our analysis will follow a comprehensive approach, covering issue identification, hypothesis generation, validation, and solution development. By methodically working through each step, we'll ensure a thorough understanding of the problem and develop a robust plan to address it.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this spike coincided with any particular regulatory deadlines or reporting periods?

Why it matters: Identifying cyclical patterns helps distinguish between systemic issues and temporary surges. Expected answer: Yes, it aligns with year-end reporting. Impact on approach: If confirmed, we'd focus on scaling support during peak periods.

• Considering user segments, I'm curious about the distribution of tickets. Are we seeing this spike across all customer types, or is it concentrated in specific industries or company sizes?

Why it matters: This helps pinpoint whether the issue is universal or specific to certain user groups. Expected answer: The spike is more pronounced among enterprise clients. Impact on approach: If true, we'd prioritize investigating enterprise-specific features or workflows.

• Thinking about recent changes, have there been any significant updates to the Compliance software in the months leading up to this spike?

Why it matters: Recent changes often correlate with increased support needs. Expected answer: A major update was released two months ago. Impact on approach: If confirmed, we'd scrutinize the update's features and rollout process.

• Regarding the nature of the tickets, are we seeing any common themes or specific features mentioned more frequently?

Why it matters: This helps identify if the issue is localized to specific functionality. Expected answer: Many tickets relate to report generation. Impact on approach: If true, we'd focus our investigation on the reporting module.

• Considering external factors, have there been any significant regulatory changes in the compliance landscape that might be driving increased software usage or confusion?

Why it matters: External regulatory shifts can dramatically impact compliance software needs. Expected answer: A new data privacy regulation was introduced. Impact on approach: If confirmed, we'd assess our software's alignment with new requirements.