How a local idea became a Nordic success story

03-12-2025

That expertise is something SOS International has in abundance. Over the past decade, two technicians based in Aarhus, Denmark, have been collecting automotive know-how and compiling practical tips and guides into a database. Today, that database has grown into a comprehensive resource with more than 3,000 instructions for remotely diagnosing and fixing cars that refuse to cooperate.

Initially, the database was a working tool for the Danish branch of SOS International’s mobility team. As the ability to provide roadside assistance over the phone became more widespread in Denmark, the need to share this approach with other locations in Sweden, Norway and Finland grew.

“Our strategy is to share knowledge and learn from each other. That’s why our technical support team is no longer just Danish – it’s Nordic. The two colleagues who built the database now travel across the region to train their counterparts in Sweden, Norway and Finland, so drivers there can also benefit from “Help on Phone”,” says Kasper Kamper, Director of Nordic Strategy & Business Development at SOS International’s Mobility division.

Practice makes perfect
To master the skill, practice is essential – ideally with an experienced partner and in a realistic setting. That’s the thinking behind the workshops held in Stockholm and Oslo, with Helsinki scheduled after the New Year.

“We organise training sessions to share best practice and because we know it takes knowledge and hands-on experience to deliver competent advice over the phone. Our two technicians have been met with overwhelming enthusiasm and strong local engagement,” says Kasper Kamper.

During these sessions, the two lead technicians visit local sites, line up cars and teach colleagues face-to-face. The physical training is supported by a dedicated Teams channel, where technical assistance is always available.

In addition to workshops and online support, SOS International has developed an e-learning module on the company intranet, allowing staff to refresh their knowledge of “Help on Phone” whenever needed.

Why “Help on Phone” matters
SOS International is committed to resolving more cases via “Help on Phone” – not only because it’s fast and efficient for the driver, but also because it reduces emissions by avoiding unnecessary towing.

A case qualifies as “Help on Phone” when SOS International resolves the issue without dispatching a vehicle and roadside mechanic.

Since 2022, the share of cases solved through “Help on Phone” has doubled, and the ambition is to keep that growth going in the years ahead.