Why has the average resolution time for tickets in ConnectWise Manage increased by 35% for enterprise customers in the last two weeks?

Introduction

The recent 35% increase in average resolution time for enterprise customer tickets in ConnectWise Manage is a critical issue that demands immediate attention. This significant shift in a key performance metric could have far-reaching implications for customer satisfaction, operational efficiency, and ultimately, the company's bottom line. 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 have been a recent system update. Has there been any significant changes to ConnectWise Manage in the last month?

Why it matters: System changes often impact performance metrics. Expected answer: Yes, there was a major update two weeks ago. Impact on approach: If confirmed, we'd focus on post-update issues.

• Considering the specificity to enterprise customers, I'm wondering about their unique needs. Are enterprise tickets typically more complex than other customer segments?

Why it matters: Complexity could explain longer resolution times. Expected answer: Yes, enterprise tickets often involve more intricate issues. Impact on approach: We'd investigate if recent changes have disproportionately affected complex ticket handling.

• Given the magnitude of the increase, I'm curious about ticket volume. Has there been a significant spike in the number of tickets from enterprise customers recently?

Why it matters: Volume changes could strain resources and increase resolution times. Expected answer: Ticket volume has remained relatively stable. Impact on approach: If volume isn't the issue, we'd focus more on internal processes or system performance.

• Thinking about potential data anomalies, I'm wondering about the ticket categorization process. Has there been any recent change in how tickets are classified or prioritized?

Why it matters: Changes in classification could artificially inflate resolution times. Expected answer: No recent changes to ticket categorization. Impact on approach: If confirmed, we'd rule out data classification issues and focus on actual resolution processes.