Renault - Dacia BeNeLux

C9 Project - Renault - Dacia Benelux

Renault - Dacia BeNeLux

Renault - Dacia BeNeLux

Year: since 2007

Renault Group is one of the world's largest mobility service providers offering a wide range of innovative, safe and eco-friendly solutions. For Renault Group, an excellent customer experience always come first and are therefore at the heart of the company's strategy.

Renault - Dacia BeNeLux was looking to improve the customer experience of their customers. They engaged C9 to design a world-class customer experience blueprint.

Our contribution to their goals:

Customer Service

  • Design and implementation of Customer Excellence programs

  • Implementation of Kaizen programs (together with the Kaizen Institute) in the dealer network in Belgium, Luxemburg and the Netherlands, a systematic approach for business improvement involving everyone - managers and workers alike

  • For many years we are managing the BeLux Customer Service (back office) for both brands (Renault & Dacia)


  • Development and implementation of brand standards, that has been designed to focus on customers’ expectations in relation to sales and after sales support and services