Renault - Dacia BeNeLux

C9 Project - Renault - Dacia Benelux

Renault - Dacia BeNeLux

Renault - Dacia BeNeLux

Year: since 2007

Renault Group is at the forefront of a mobility that is reinventing itself. Strengthened by its alliance with Nissan and Mitsubishi Motors, and its unique expertise in electrification, Renault Group comprises 5 complementary brands – Renault, Dacia, LADA, Alpine and Mobilize – offering sustainable and innovative mobility solutions to its customers. 

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:

Mobility Service Platform 

  • 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)

  • Since July 1st 2021, we manage a Mobility Service Platform for the Renault Group. Within this platform, we manage, among other things,  the entire Customer Service for the BeNeLux region, coordinate recalls, handle homologation requests and partially support technical assistance to dealers.


  • 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