Published : 16/02/2026 - 4 minutes read
Customer Success Stories
Cross3: when D'Ieteren reinvents the Belgian driving experience
With the implementation of a unified management system across 180 Belgian dealer locations, D'Ieteren Automotive is thoroughly transforming its customer relationships with Inetum's support.
At a time when the automotive industry is reinventing itself, D'Ieteren, traditionally importer of Volkswagen, Audi and Porsche in Belgium, is undergoing its own digital revolution. "We want to be more customer-centric thanks to new technologies", said Giovanni Palmieri, CIO of D'Ieteren Automotive. This digital shift is epitomized by Cross3, a massive project transforming the management of 180 dealerships from Ostend to Arlon, with Inetum as a strategic partner.
Behind the acronym DMS (Dealer Management System) lies the backbone of digital transformation in the automotive industry. Cross3 represents more than a simple IT upgrade—it is a complete overhaul of business processes. "Cross3 allows us to contact customers more easily, for example to book an appointment online or to communicate with the mechanic", explains Giovanni Palmieri.
The ambition is clear: to create a fully digital customer journey and work in a paperless garage. A profound change for the entire Belgian network, affecting both small dealers with one or two branches and large groups such as Autosphere with its 20 branches.
Inetum: change management as a differentiator
The main reason D'Ieteren chose Inetum among several candidates was flexibility. "When you implement such a huge tool, you need a lot of flexibility", the CIO emphasizes. "The project needs constant adjustments, with teams ranging from 4 to 6 people to 40 to 50 people, depending on the phase."
The numbers speak for themselves: 60 Inetum employees are currently working on Cross3. Their mission goes far beyond the technical side. "This project is not only IT-driven, but primarily business process-oriented, with a strong focus on knowledge transfer and adoption," explains Inetum.
Putting people at the center of transformation
The human approach pursued by Inetum's teams makes all the difference in this type of implementation. An approach praised by Bernard Debras, Head of Service Desk at D'Ieteren: "I’m impressed by how quickly your team has been able to absorb and apply such a vast amount of information." Proof of this is the 'Summer School Cross3' initiative, which intensively trained 30 participants.
In the field, the consultants experience this adventure as a unique opportunity. "I love traveling from Ypres to anywhere in the country to pass on my knowledge to new Cross3 users", says Jean-Michel Van Elslande, Support Agent. Ludovic Ceccotti, another consultant involved, in turn refers to "the positive feedback from users and from D'Ieteren" which "give him a boost every time".
From IT service provider to strategic partner: the evolution of Inetum
This collaboration marks a turning point in the way transformation projects are approached. "We want a true end-to-end partnership, not just in technology, not just in management. We need both: a comprehensive approach", adds the CIO. The relationship between the two companies has evolved over time. "Inetum has evolved from technological consultant and outsourcing partner to a partner in management consulting and a commercial partner", notes Giovanni Palmieri.
This paradigm shift may well set an example for other industries. At a time when technology is becoming the driving force behind business transformation, the lines between technical and strategic consulting are blurring in favor of a more holistic approach that puts the end user at the center.
Together, D'Ieteren and Inetum are redefining what it means to be partners in digital transformation: going beyond technical implementation to guide every phase of a profound change that affects both the processes and the people who make them happen. A silent revolution that transforms Belgian garages, one dealer location at a time.
Mission Statement
Client activity sector: Automobile distribution (official importer of Volkswagen, Audi, Porsche, Bentley, Lamborghini, Skoda and Maserati);
Country: Belgium;
Industry: Mobility/Automotive sector.
Key figures:
- Implementation in 180 dealer locations across Belgium;
- 60 Inetum consultants working on the project;
- Flexibility to assemble teams from 4-6 people to 40-50 people, depending on needs.