The Denmark-based company’s activities are directed at helping people: preventing accidents and disease; providing assistance in situations of emergency, accidents and need; and helping people move on with their lives after illness or accidents. Falck operates in 44 countries on six continents and is the second largest ambulance provider in the US.
For the newest business unit in Falck, Falck Global Assistance, the future was bright—they had acquired a few big clients and experienced a significant amount of growth in a relatively short time. However, they weren’t sure what the next steps for their business were in ensuring steady growth and continuing to drive results. Although they had an idea where they wanted to end up, they realized they didn’t have the concrete strategy or vision they needed to support the achievement of those goals. They decided to secure external support to help them facilitate the process around deciding how to best direct the business in the most effective and profitable way.
Being familiar with RBL’s expertise, and wanting to leverage RBL’s focus on outside-in, Falck enlisted RBL to help them integrate a customer perspective into their new direction. Together with RBL, Falck interviewed over 70 different stakeholders—partners, clients, competitors, employees, and owners—about how they viewed Falck, what its strengths and weaknesses were, and what they should work on to achieve the results they wanted. After all the data was collected, Falck ran a strategy seminar alongside RBL’s consultants where they shaped their vision and defined the strategic competencies that supported it.
After working with RBL to solidify their strategic vision, Falck Global Assistance doubled the amount of employees, grew into a 1 billion DKK business, strengthened their leadership team, and are now poised to become the largest source of future growth within the company. They hope to bring the frameworks, tools, and theories RBL brought to their business to other parts of Falck to expand their outside-in conversation and increase their ability to deliver the top-notch care and results their customers have come to rely on.
“RBL is good at understanding a business. You know how to decode who you’re dealing with, and you know how to communicate in different ways depending on which room you’re stepping into. We almost felt like we were working with somebody on the inside. We really feel like you want us to succeed, and that gives us a lot of confidence in working with an external partner.”
--Pernille Sandberg, Group Head of Talent and Leadership & HR Director Assistance