Falck is the largest roadside assistance provider in Denmark, and their service is provided as a subscription to private, corporate, and public companies. As part of the subscription, Falck offers a range of services to make the ownership of a car as convenient as possible.
In Denmark, it's common to change tires twice each year. Thus, one of Falck's major service offerings is tire change and storage, which is provided through a network of more than 200 auto shops around Denmark.
Falck uses JRNI, formerly BookingBug, to make tire fitting appointments. The platform must ensure that users are informed of stock levels and tire storage space, along with location information that informs customers where the nearest auto shop is and if that shop has tire stock available.
Falck knew that demand for its service had two enormous peaks every year – the first when customers changed their tires for summer, and the second when they changed tires for winter.
"We had big scalability issues with our tire change service. Tire change booking requests were handled by our existing customer service agents, and despite their best efforts, they couldn’t handle the peak seasonality of the service resulting in long phone queues and a bad customer experience,” said Mathias Andersen, Head of Digital Excellence.
The only way for Falck to manage this demand was through the phone, with customers speaking to their nearest auto shop to check stock and arranging the appointment.
Although this pattern was predictable, it put enormous strain on resources each year. It was also difficult to predict demand regionally as there was no consistent record of staffing levels, and how each auto shop handled demand in the past.
Falck knew that this was leading to frustrated customers, long wait times on phone lines, stressed staff, and little information to improve the experience. Falck began the search for an online option for its customers.
The criteria for the solution was quite simple. Falck wanted to introduce a platform that would allow customers to book online and match them with auto shops that had the right staff, capacity, and storage space.
JRNI, formerly BookingBug, quickly became a leading option in the search due to our experience, flexible platform, and refined customer experience.
Now, users can make appointments through Falck's website and app so the service is offered to a wider audience.
During their first season with JRNI, Falck saw over half of their customers making online appointments. Since then, the solution has been optimized further, with 75% of bookings occurring online.
Falck now receives 50,000 annual bookings through JRNI. Previously, each phone call lasted at least 5 minutes, so Falck has been able to drastically reduce administrative time.
This frees up Falck’s customer service agents to handle other customer requests, and helps auto shop partners deliver a better customer experience.
JRNI also lets them track data about stock, bookings, and staff utilization to ensure that the right customers are sent to the right shops at the right time – again, improving the customer experience for one of the most common interactions they have.
Based on the success of this project, Falck is now looking at opportunities across the business to improve how customers access their other services.
Mathias Andersen, Head of Digital Excellence at Falck