What factors are contributing to the increased average time-to-resolution for support tickets related to Onit's Enterprise Legal Management platform this month?

Introduction

The increased average time-to-resolution for support tickets related to Onit's Enterprise Legal Management platform this month is a critical issue that requires immediate attention. To address this problem, 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 platform. Has there been any significant update or feature release in the past month?

Why it matters: Recent changes often correlate with support issues. Expected answer: Yes, a major update was released. Impact on approach: If true, we'd focus on the new features and changes.

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

Why it matters: Helps identify if the issue is universal or segment-specific. Expected answer: The issue is more prevalent in enterprise customers. Impact on approach: We'd tailor our solution to address enterprise-specific factors.

• Thinking about the support process, has there been any change in the support team structure or ticketing system recently?

Why it matters: Internal changes can significantly impact resolution times. Expected answer: No major changes in the support structure. Impact on approach: We'd focus more on product-related issues rather than support processes.

• Regarding the nature of tickets, are we seeing an increase in complexity of issues reported, or is it the same type of issues taking longer to resolve?

Why it matters: Helps distinguish between product complexity and support efficiency issues. Expected answer: The complexity of issues has increased. Impact on approach: We'd investigate why the product is generating more complex issues.