CLIENT PROJECTS
Dive into client projects and discover how we turn complex challenges into concrete results through our five key pillars
Explore a selection of client projects that showcase how we transform challenges into results. This is just a glimpse of them - don't hesitate to reach out to one of our Practice Experts to learn more about our full range of expertise.
Enhancing Customer Experience in STIB’s Mobility as a Service Platform
We supported STIB in designing, launching and optimizing its Mobility as a Service (MaaS) platform, Floya, ensuring a seamless and intuitive experience for users navigating Brussels' complex mobility landscape. Our focus was on user-centric design, integrating multiple mobility services with frictionless booking, payment, and ticketing functionalities.
Through extensive UX/UI optimization, customer journey mapping, and iterative testing, we refined the platform to enhance accessibility and ease of use. The result: a fully operational app with 250K+ downloads, 40k+ monthly active users and growing, strong user engagement, and a well-established brand in the MaaS market.
Customer Experience
Strengthen Customer Satisfaction at RESA Through Digitalization and Operational Excellence
In 2021, RESA launched the résolutiON program to make customer satisfaction the cornerstone of its transformation strategy. The program aimed to define RESA’s Customer Ambition, enhance the customer experience, and optimize operations by improving efficiency and digitalizing key services. We conducted a thorough assessment of business processes, tools, and organizational structures to identify necessary changes and developed a structured roadmap.
The second phase focused on execution, with key initiatives such as deploying a CRM system to centralize customer interactions, improve responsiveness, and provide RESA agents with a more streamlined and standardized way to manage cases effectively.
Customer Experience
Digitalizing Onboarding and Sales Processes & Enhancing Customer Experience at CESI
CESI aimed to optimize its onboarding and sales processes and improve the general customer experience during its journey with CESI. ngage supported by analyzing existing processes, identifying digitalization improvement opportunities, and defining actionable solutions.
We delivered a comprehensive analysis of the onboarding and sales processes, developed a new customer experience scenario, and identified 16 key opportunities for improvement. These opportunities were grouped into strategic areas and supported by a clear roadmap with three key recommendations for enhancing digital engagement and simplifying customer interactions.
Customer Experience
Empowering Growth for
My Way
My Way aims to become a leading player in the used car market by increasing sales and unifying customer experiences. To achieve this, they focused on strengthening dealer relationships and delivering a consistent, high-quality customer journey. Through workshops, dealer interviews, and transformation guidelines, we helped clarify My Way’s value proposition, map the dealer journey, and enable seamless customer interactions.
This approach resulted in a distinctive customer value proposition, an insight-driven dealer journey, and ready-to-use materials for dealer networks — driving growth and alignment across sales points.
Customer Experience
RESA
Customer Experience Project
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Brussels Airport
Net Zero Carbon Project
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STIB
MaaS Project
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RESA
Customer Experience Project
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Brussels Airport
Net Zero Carbon Project
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STIB
MaaS Project
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Organizational Design and Role Alignment at Veolia
As part of Veolia’s transformation following its merger with Suez Environnement, we supported the organization in analyzing role overlaps across key departments, ensuring clearer governance, streamlined responsibilities, and a shared vision across leadership. Through a structured three-phase approach, we conducted an in-depth analysis of organizational structures and job descriptions, facilitated executive workshops to align on key functions, and defined a common taxonomy to clarify roles and governance.
The project resulted in a detailed function mapping, refined macro-process definitions, and a concrete implementation plan to drive long-term organizational effectiveness.
People & Organization
Cultural Transformation Strategy for Le Foyer Schaerbeekois
We guided the public real estate company through a cultural transformation to ensure alignment with its evolving strategic vision. Using the OCAI methodology, we conducted a company-wide cultural assessment, combining survey insights with in-depth interviews to capture both organizational strengths and challenges.
The initiative led to the identification of key cultural drivers, the definition of new company values and behaviours, the creation of a cultural manifesto and a concrete activation plan.
People & Organization
Supporting RESA in an efficiency and organizational review program
We are supporting a RESA, a Belgian Distribution System Operator (DSO) in managing change for a cross-functional project aimed at improving efficiency and implementing a new organization.
This project includes workshops with all managerial levels (workers, employees, managers, and directors), impact analyses, communication and training plans, definition of success KPIs, and resistance management.
People & Organization
Implementation of a Collective Leadership Model at SWDE
To strengthen its management community as a key driver of corporate strategy execution, SWDE aimed to enhance managerial leadership and team performance across the organization. We supported this transformation by structuring a clear management framework, reinforcing leadership alignment, and improving performance monitoring. Through a structured deployment approach, we defined SWDE’s managerial role based on leadership dimensions, established a minimum standard for team leadership practices, and implemented customized initiatives to improve managerial effectiveness at all levels.
The project resulted in stronger leadership transmission, improved management cascading, and a cultural shift towards collective leadership.
People & Organization
Performance & Cost-Effectiveness Diagnosis at AIDE
To optimize the efficiency of a specific department, we assessed its organizational structure, resource allocation, and financial performance. Our objective was to identify key inefficiencies and propose actionable solutions to enhance productivity and ensure budgetary balance. Through a structured diagnostic phase, we conducted interviews, analyzed financial and operational data, and mapped performance across six dimensions. This led to a clear SWOT analysis and an organization-wide awareness of challenges.
The resulting action plan prioritized 15 key projects, detailing implementation steps, governance, and interdependencies. Approved by the Management Committee, this roadmap set the foundation for a structured transformation program.
Operational Excellence
Redesigning Organizational Structure and Operating Models for Enhanced Efficiency at Wealins
Wealins aimed to enhance organizational resilience, efficiency, and responsiveness to market changes. The project addressed internal restructuring and optimization, integrating digital transformation. Key deliverables included a comprehensive capability map outlining the company's core competencies, and the identification of macro-processes that formed the basis for designing operating models. These models provided a dynamic view of value generation, detailing roles, responsibilities, and task interactions.
The final outputs also included updated job descriptions, a redesigned organizational structure, and clear recommendations for improving operational flows and internal collaboration.
Operational Excellence
Implementing a continuous improvement initiative at a Actiris
We supported a major public actor in the employment sector to strengthen their Quality & Process Departement. We first conducted a thorough inventory of processes across the organization, prioritizing key processes for documentation, analysis, and optimization.
Through workshops with business key users, we defined process flows, formalized documentation, and recommended improvements. Additionally, we supported the team's growth by providing training, tools, and methodologies within a BPM framework, enhancing their overall process maturity.
Operational Excellence
Supporting D'Ieteren Automotive's Digital Transformation
To support the adoption of new IT tools across its dealer network, D’Ieteren Automotive aimed to streamline implementation and enhance user engagement. We played a key role in aligning business needs, integrating dealer feedback into tool development, and facilitating change management.
By structuring a Knowledge & Adoption team, we fostered early user involvement, improved communication between Business and IT, and tailored deployment strategies. This approach led to stronger collaboration, higher system adoption, and a reinforced relationship between D’Ieteren and its dealer network.
Operational Excellence
Building a Strong Data Governance Framework for in BW
To establish a strong data governance framework, IN BW embarked on a transformation to become a data-driven organization, improving data management, quality, and accessibility for better decision-making. We supported this initiative by structuring a governance framework, engaging all departments through targeted interviews, and facilitating collaborative workshops on data cataloging, quality, security.
Additionally, we developed a Data Management Plan, formalized governance policies, and designed practical tools to ensure long-term sustainability. The project resulted in increased data awareness, a structured approach to data governance, and a clearer foundation for future digital initiatives.
Digital
Defining a Future-Proof IT Architecture Strategy for Total Energies
TotalEnergies (formerly Lampiris) sought support in defining its 5-year target IT architecture and addressing key challenges. The project aimed to provide a structured diagnosis of the current IT landscape and propose high-level recommendations to identify investment priorities.
Key deliverables included a tailored functional architecture framework (mapping over 60 existing IT applications) and the 5-year target architecture, with detailed documentation on architectural principles and a decommissioning plan for a core application.
Digital
Digital Transition Roadmap
for in BW
in BW embarked on a digital transformation to improve operational efficiency and user experience while addressing security needs. Key deliverables included a Business Capability Model mapping internal and external business domains, an inventory of current IT applications, and a long-term application architecture vision.
The project also produced a prioritized transition roadmap and detailed functional requirements, setting the foundation for successful digital transformation. This comprehensive roadmap will guide the implementation of future IT systems, ensuring alignment with business goals and security standards.
Digital
Developing a Net Zero Carbon
strategy for Brussels Airport
We supported Brussels Airport Company in shaping a robust Net Zero Carbon strategy, building on its existing sustainability efforts. Our approach involved a comprehensive analysis of scope 1 and 2 emissions, consolidating fragmented data, and engaging over 20 internal stakeholders to identify viable reduction pathways.
The project delivered three well-documented decarbonization scenarios with corresponding investment plans, a dynamic CO2 reduction simulation tool, a clear implementation roadmap, and a board-level presentation. These strategic deliverables equipped Brussels Airport Company with a data-driven framework to accelerate its transition to Net Zero Carbon.
Sustainability
Supporting Orange Belgium in the preparation and writing of its CSRD report
We worked closely with Orange Belgium teams to structure and gather the necessary ESG data for its first CSRD report, ensuring compliance with all regulatory standards. Our support included setting up the reporting tool, which streamlined the data collection process across multiple teams. We facilitated workshops to define the key climate and circularity action plans and supported the quantitative and qualitative data collection on all ESG topics.
We coordinated the control of the collected data, supported the audit phase and drafted the report, ensuring it was clear, comprehensive, and compliant. Throughout the report preparation journey we helped the ESG team improve its ESG governance and data management, as well as optimize the internal reporting process.
Sustainability
Driving the Logistics Carbon
Reduction program at Renewi
We supported Renewi in accelerating its logistics decarbonization strategy, helping the company meet its carbon reduction goals while anticipating regulatory and financial challenges. Through market analysis, business data assessment, and stakeholder workshops, we identified and validated strategic transition scenarios for a low-emission fleet.
The project delivered a long-term investment plan, an emissions calculation tool, and a clear implementation roadmap. By securing board validation, we ensured the organization’s readiness for a rapid and efficient transition to sustainable logistics operations.
Sustainability
Supporting D'Ieteren Automotive in its Sustainability Transformation
We worked closely with a Belgian automotive company to support their sustainability journey. We helped them develop a CSRD-compliant report, from revision of the double materiality matrix, to the data collection coordination in 40+ locations in Belgium, and the completion of a ready to publish report, ensuring alignment with European standards.
Additionally, we guided them in setting Science-Based Targets Initiative (SBTi) targets and created a clear CO2 reduction roadmap to drive meaningful environmental impact. Lastly, we assisted them in obtaining an Ecovadis Gold Certification. Every element being a part of their broader sustainability strategy.
Sustainability
Performance & Cost-Effectiveness Diagnosis at AIDE
To optimize the efficiency of a specific department, we assessed its organizational structure, resource allocation, and financial performance. Our objective was to identify key inefficiencies and propose actionable solutions to enhance productivity and ensure budgetary balance. Through a structured diagnostic phase, we conducted interviews, analyzed financial and operational data, and mapped performance across six dimensions. This led to a clear SWOT analysis and an organization-wide awareness of challenges.
The resulting action plan prioritized 15 key projects, detailing implementation steps, governance, and interdependencies. Approved by the Management Committee, this roadmap set the foundation for a structured transformation program.
Operational Excellence
Developing a Net Zero Carbon
strategy for Brussels Airport
We supported Brussels Airport Company in shaping a robust Net Zero Carbon strategy, building on its existing sustainability efforts. Our approach involved a comprehensive analysis of scope 1 and 2 emissions, consolidating fragmented data, and engaging over 20 internal stakeholders to identify viable reduction pathways.
The project delivered three well-documented decarbonization scenarios with corresponding investment plans, a dynamic CO2 reduction simulation tool, a clear implementation roadmap, and a board-level presentation. These strategic deliverables equipped Brussels Airport Company with a data-driven framework to accelerate its transition to Net Zero Carbon.
Sustainability
Enhancing Customer Experience in STIB’s Mobility as a Service Platform
We supported STIB in designing, launching and optimizing its Mobility as a Service (MaaS) platform, Floya, ensuring a seamless and intuitive experience for users navigating Brussels' complex mobility landscape. Our focus was on user-centric design, integrating multiple mobility services with frictionless booking, payment, and ticketing functionalities.
Through extensive UX/UI optimization, customer journey mapping, and iterative testing, we refined the platform to enhance accessibility and ease of use. The result: a fully operational app with 250K+ downloads, 40k+ monthly active users and growing, strong user engagement, and a well-established brand in the MaaS market.
Customer Experience
Redesigning Organizational Structure and Operating Models for Enhanced Efficiency at Wealins
Wealins aimed to enhance organizational resilience, efficiency, and responsiveness to market changes. The project addressed internal restructuring and optimization, integrating digital transformation. Key deliverables included a comprehensive capability map outlining the company's core competencies, and the identification of macro-processes that formed the basis for designing operating models. These models provided a dynamic view of value generation, detailing roles, responsibilities, and task interactions.
The final outputs also included updated job descriptions, a redesigned organizational structure, and clear recommendations for improving operational flows and internal collaboration.
Operational Excellence
Supporting Orange Belgium in the preparation and writing of its CSRD report
We worked closely with Orange Belgium teams to structure and gather the necessary ESG data for its first CSRD report, ensuring compliance with all regulatory standards. Our support included setting up the reporting tool, which streamlined the data collection process across multiple teams. We facilitated workshops to define the key climate and circularity action plans and supported the quantitative and qualitative data collection on all ESG topics.
We coordinated the control of the collected data, supported the audit phase and drafted the report, ensuring it was clear, comprehensive, and compliant. Throughout the report preparation journey we helped the ESG team improve its ESG governance and data management, as well as optimize the internal reporting process.
Sustainability
Strengthen Customer Satisfaction at RESA Through Digitalization and Operational Excellence
In 2021, RESA launched the résolutiON program to make customer satisfaction the cornerstone of its transformation strategy. The program aimed to define RESA’s Customer Ambition, enhance the customer experience, and optimize operations by improving efficiency and digitalizing key services. We conducted a thorough assessment of business processes, tools, and organizational structures to identify necessary changes and developed a structured roadmap.
The second phase focused on execution, with key initiatives such as deploying a CRM system to centralize customer interactions, improve responsiveness, and provide RESA agents with a more streamlined and standardized way to manage cases effectively.
Customer Experience
Implementing a continuous improvement initiative at a Actiris
We supported a major public actor in the employment sector to strengthen their Quality & Process Departement. We first conducted a thorough inventory of processes across the organization, prioritizing key processes for documentation, analysis, and optimization.
Through workshops with business key users, we defined process flows, formalized documentation, and recommended improvements. Additionally, we supported the team's growth by providing training, tools, and methodologies within a BPM framework, enhancing their overall process maturity.
Operational Excellence
Driving the Logistics Carbon
Reduction program at Renewi
We supported Renewi in accelerating its logistics decarbonization strategy, helping the company meet its carbon reduction goals while anticipating regulatory and financial challenges. Through market analysis, business data assessment, and stakeholder workshops, we identified and validated strategic transition scenarios for a low-emission fleet.
The project delivered a long-term investment plan, an emissions calculation tool, and a clear implementation roadmap. By securing board validation, we ensured the organization’s readiness for a rapid and efficient transition to sustainable logistics operations.
Sustainability
Supporting D'Ieteren Automotive's Digital Transformation
To support the adoption of new IT tools across its dealer network, D’Ieteren Automotive aimed to streamline implementation and enhance user engagement. We played a key role in aligning business needs, integrating dealer feedback into tool development, and facilitating change management.
By structuring a Knowledge & Adoption team, we fostered early user involvement, improved communication between Business and IT, and tailored deployment strategies. This approach led to stronger collaboration, higher system adoption, and a reinforced relationship between D’Ieteren and its dealer network.
Operational Excellence
Supporting D'Ieteren Automotive in its Sustainability Transformation
We worked closely with a Belgian automotive company to support their sustainability journey. We helped them develop a CSRD-compliant report, from revision of the double materiality matrix, to the data collection coordination in 40+ locations in Belgium, and the completion of a ready to publish report, ensuring alignment with European standards.
Additionally, we guided them in setting Science-Based Targets Initiative (SBTi) targets and created a clear CO2 reduction roadmap to drive meaningful environmental impact. Lastly, we assisted them in obtaining an Ecovadis Gold Certification. Every element being a part of their broader sustainability strategy.
Sustainability
Digitalizing Onboarding and Sales Processes & Enhancing Customer Experience at CESI
CESI aimed to optimize its onboarding and sales processes and improve the general customer experience during its journey with CESI. ngage supported by analyzing existing processes, identifying digitalization improvement opportunities, and defining actionable solutions.
We delivered a comprehensive analysis of the onboarding and sales processes, developed a new customer experience scenario, and identified 16 key opportunities for improvement. These opportunities were grouped into strategic areas and supported by a clear roadmap with three key recommendations for enhancing digital engagement and simplifying customer interactions.
Customer Experience
Organizational Design and Role Alignment at Veolia
As part of Veolia’s transformation following its merger with Suez Environnement, we supported the organization in analyzing role overlaps across key departments, ensuring clearer governance, streamlined responsibilities, and a shared vision across leadership. Through a structured three-phase approach, we conducted an in-depth analysis of organizational structures and job descriptions, facilitated executive workshops to align on key functions, and defined a common taxonomy to clarify roles and governance.
The project resulted in a detailed function mapping, refined macro-process definitions, and a concrete implementation plan to drive long-term organizational effectiveness.
People & Organization
Building a Strong Data Governance Framework for in BW
To establish a strong data governance framework, IN BW embarked on a transformation to become a data-driven organization, improving data management, quality, and accessibility for better decision-making. We supported this initiative by structuring a governance framework, engaging all departments through targeted interviews, and facilitating collaborative workshops on data cataloging, quality, security.
Additionally, we developed a Data Management Plan, formalized governance policies, and designed practical tools to ensure long-term sustainability. The project resulted in increased data awareness, a structured approach to data governance, and a clearer foundation for future digital initiatives.
Digital
Empowering Growth for
My Way
My Way aims to become a leading player in the used car market by increasing sales and unifying customer experiences. To achieve this, they focused on strengthening dealer relationships and delivering a consistent, high-quality customer journey. Through workshops, dealer interviews, and transformation guidelines, we helped clarify My Way’s value proposition, map the dealer journey, and enable seamless customer interactions.
This approach resulted in a distinctive customer value proposition, an insight-driven dealer journey, and ready-to-use materials for dealer networks — driving growth and alignment across sales points.
Customer Experience
Digital Transition Roadmap
for in BW
in BW embarked on a digital transformation to improve operational efficiency and user experience while addressing security needs. Key deliverables included a Business Capability Model mapping internal and external business domains, an inventory of current IT applications, and a long-term application architecture vision.
The project also produced a prioritized transition roadmap and detailed functional requirements, setting the foundation for successful digital transformation. This comprehensive roadmap will guide the implementation of future IT systems, ensuring alignment with business goals and security standards.
Digital
Cultural Transformation Strategy for Le Foyer Schaerbeekois
We guided the public real estate company through a cultural transformation to ensure alignment with its evolving strategic vision. Using the OCAI methodology, we conducted a company-wide cultural assessment, combining survey insights with in-depth interviews to capture both organizational strengths and challenges.
The initiative led to the identification of key cultural drivers, the definition of new company values and behaviours, the creation of a cultural manifesto and a concrete activation plan.
People & Organization
Defining a Future-Proof IT Architecture Strategy for Total Energies
TotalEnergies (formerly Lampiris) sought support in defining its 5-year target IT architecture and addressing key challenges. The project aimed to provide a structured diagnosis of the current IT landscape and propose high-level recommendations to identify investment priorities.
Key deliverables included a tailored functional architecture framework (mapping over 60 existing IT applications) and the 5-year target architecture, with detailed documentation on architectural principles and a decommissioning plan for a core application.
Digital
Supporting RESA in an efficiency and organizational review program
We are supporting a RESA, a Belgian Distribution System Operator (DSO) in managing change for a cross-functional project aimed at improving efficiency and implementing a new organization.
This project includes workshops with all managerial levels (workers, employees, managers, and directors), impact analyses, communication and training plans, definition of success KPIs, and resistance management.
People & Organization
Implementation of a Collective Leadership Model at SWDE
To strengthen its management community as a key driver of corporate strategy execution, SWDE aimed to enhance managerial leadership and team performance across the organization. We supported this transformation by structuring a clear management framework, reinforcing leadership alignment, and improving performance monitoring. Through a structured deployment approach, we defined SWDE’s managerial role based on leadership dimensions, established a minimum standard for team leadership practices, and implemented customized initiatives to improve managerial effectiveness at all levels.
The project resulted in stronger leadership transmission, improved management cascading, and a cultural shift towards collective leadership.
People & Organization
RESA
Customer Experience Project
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Brussels Airport
Net Zero Carbon Project
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STIB
MaaS Project
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RESA
Customer Experience Project
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Brussels Airport
Net Zero Carbon Project
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STIB
MaaS Project
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RESA
Customer Experience Project
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Brussels Airport
Net Zero Carbon Project
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STIB
MaaS Project
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RESA
Customer Experience Project
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Brussels Airport
Net Zero Carbon Project
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STIB
MaaS Project
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RESA
Customer Experience Project
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Brussels Airport
Net Zero Carbon Project
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STIB
MaaS Project
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RESA
Customer Experience Project
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Brussels Airport
Net Zero Carbon Project
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STIB
MaaS Project
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RESA
Customer Experience Project
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Brussels Airport
Net Zero Carbon Project
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STIB
MaaS Project
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RESA
Customer Experience Project
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Brussels Airport
Net Zero Carbon Project
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STIB
MaaS Project
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