Falck Assistance is a division within the Falck Group, which was founded in Denmark in 1906. Falck operates on a broad front in the fields of assistance, healthcare and nursing, preparedness, rescue and rehabilitation. Falck is the Nordic region’s biggest operator in the field of emergency services, Europe’s biggest private ambulance operator and biggest private fire service.
Every year, Falck Assistance in Denmark has 1.5 million written contacts with 860,000 customers. These customer contacts can have several different appearances. It emerged, for example, that there were almost 800 letter templates.
The company wanted to optimise its message. The challenge was to achieve a more uniform appearance, a common thread, in its correspondence. The customer should be able to identify Falck Assistance as the sender immediately, regardless of whether the communication takes place by letter, e-mail, through the e-Boks system or through a web portal.
A general review of communication was conducted, right down to the smallest detail. It started with an analysis conducted by Relationshuset Gekko of communication between Falck and the customer when a customer terminated his or her subscription with Falck. The project then grew, and Stralfors became involved in the work. A life cycle was drawn up for all products, the tone of the letters was analysed meticulously and the visual profile was reviewed. Stralfors provided the technical platform.
In due course this solution will be implemented in other divisions in Falck. Work is also under way to systematise and archive communication. When a customer phones Customer Service, the Customer Service employee must be able to see the letter that the customer is holding. The system is modular, which means that it can be adapted to new channels in future.