What factors are contributing to the recent 20% increase in customer support calls related to Evernorth's Accredo specialty pharmacy services?

Introduction

The recent 20% increase in customer support calls related to Evernorth's Accredo specialty pharmacy services is a concerning trend that requires immediate attention. To address this issue, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term and long-term implications for our product and customers.

Step 1

Clarifying Questions (3 minutes)

• Considering the timing, I'm wondering if there have been any recent changes to the Accredo platform or service offerings. Have we implemented any new features or processes in the last 30-60 days?

Why it matters: Recent changes often correlate with spikes in support calls. Expected answer: Yes, we've rolled out a new prescription refill process. Impact on approach: If confirmed, we'd focus on the new process implementation.

• Looking at the user segments, I'm curious about the distribution of these increased calls. Are we seeing this 20% increase across all customer types, or is it concentrated in specific segments?

Why it matters: Helps identify if the issue is widespread or localized to certain user groups. Expected answer: The increase is primarily among elderly patients. Impact on approach: We'd tailor our investigation and solutions to the affected demographic.

• Considering potential external factors, has there been any recent changes in insurance coverage or reimbursement policies that might be affecting our customers?

Why it matters: External policy changes can significantly impact customer behavior and support needs. Expected answer: No major policy changes have been reported. Impact on approach: If confirmed, we'd focus more on internal factors and user experience issues.

• Thinking about our support infrastructure, I'm wondering if there have been any changes to our customer support systems or staffing. Have we recently modified our support channels or reduced staff?

Why it matters: Changes in support infrastructure can sometimes be misinterpreted as increased call volume. Expected answer: No significant changes to support systems or staffing. Impact on approach: If confirmed, we'd focus on the actual increase in call volume rather than support system issues.