How can we explain the 25% increase in customer service calls related to KeyBank's online bill pay system in the past two weeks?

Introduction

The recent 25% increase in customer service calls related to KeyBank's online bill pay system is a critical issue that demands immediate attention. This surge in support requests not only impacts customer satisfaction but also strains our resources and potentially signals underlying problems with the system. 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 improvements.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent update. Has there been any system changes or updates to the online bill pay system in the past month?

Why it matters: Recent changes often correlate with spikes in customer issues. Expected answer: Yes, a minor update was rolled out two weeks ago. Impact on approach: If confirmed, we'd focus on the update's specifics and potential bugs.

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

Why it matters: Helps narrow down if it's a universal issue or specific to certain users. Expected answer: The increase is primarily from mobile app users. Impact on approach: We'd prioritize investigating mobile app-specific issues.

• Given the nature of bill pay systems, I'm wondering about any recent changes in payment processing. Have there been any modifications to our payment processing partners or methods?

Why it matters: Changes in backend systems can often lead to user-facing issues. Expected answer: No recent changes in payment processing partners. Impact on approach: We'd shift focus to internal systems rather than external partnerships.

• Thinking about potential data issues, I'm concerned about the accuracy of our metrics. Can we confirm that the definition of what constitutes a "customer service call" hasn't changed, and our tracking systems are functioning correctly?

Why it matters: Ensures we're addressing a real issue, not a measurement anomaly. Expected answer: Confirmation that metrics and definitions are consistent. Impact on approach: Validates the problem and allows us to focus on root causes rather than measurement issues.