Case Study: Falck Assistance achieves 75% self-service delivery with JRNI

Falck Assistance achieves 75% selfservice delivery with JRNI

Falck, Denmark’s largest roadside assistance provider, faced costly call-center booking processes, long seasonal phone queues and no visibility into auto-shop capacity during biannual tire-change peaks. To solve this they selected the JRNI platform to add online and in-app booking alongside phone channels, aiming to reduce strain on agents and improve customer experience.

JRNI implemented an online booking solution (website and roadside assistance app) that matches customers to auto shops by staff, capacity and storage; Falck now handles 50,000 bookings a year with 75% self-service via Falck.dk and the app. The JRNI platform cut phone demand by 75%, reduced administrative time (each avoided 5+ minute call), freed agents and shop staff, and added visibility into stock, bookings and utilization to better route customers.

Falck

Mathias Andersen

Head of Digital Excellence