“Our mission is to provide our customers with sustainable transport solutions throughout Europe,” explains Jorg Trippaers, CEO at Trippaers Transport. “As a reliable, long-term transport partner, we pride ourselves on our personal interactions, customer focus, flexibility and solutions-oriented approach. However, we also have ambitions to continue growing steadily and achieving profitable annual figures.” To achieve such growth without losing sight of the family nature of the business, Jorg went searching for a fresh perspective on running the business. He found the tools and insights he needed to take performance, as well as customer and employee satisfaction, to new heights with the SME Excellence programme.

About Trippaers Transport

• Mid-sized family business with a team of around 50 employees
• Specialised in innovative, flexible and reliable transport solutions
• Transport of various palletised goods in containers and trailers
• Operating throughout the Benelux and the rest of Europe
• Environmentally friendly and versatile vehicle fleet

What insights from the programme have helped your business address the challenges it faces today?

Jorg Trippaers, CEO at Trippaers Transport: “Thanks to the SME Excellence programme, the business is now better equipped from an operational standpoint, ready to develop innovative approaches to differentiate ourselves and provide added value for our customers. This programme proved to be far more than just an educational experience; it was a catalyst for strategic renewal. Here at Trippaers Transport, we are on the threshold of an exciting new chapter, armed with new knowledge and ready to build on our vision for the future. The programme presented us with three specific insights that would prove real eye-openers for our business:

• Growth despite limitations: Vlerick’s Growth Scan, a tool that assesses your business from all angles, revealed our potential to link operational excellence and efficiency through offering distinctive services. Thanks to Professor Yannick Dillen’s personal guidance, we learned that the key to our growth lies not only in overcoming scarcity (including in terms of drivers), but also in building a robust USP that resonates with our clients.
• Navigating changing sustainability legislation: Thanks to Professor Kurt Verweire’s insights and a renewed strategic outlook, we are now ready to tackle the challenge of sustainability within the world of transportation. While this is of course a legal necessity, making such investments also offers us an opportunity to broaden our customer portfolio.
• Liquidity management in a capital-driven world: Professor Mathieu Luypaert’s expertise in financial management has equipped us with advanced liquidity management techniques, which will prove essential for our ability to grow and invest in future technologies, all while further improving our financial performance.”

How have you put the insights gained through the programme into practice for the business?

Jorg Trippaers: “The SME Excellence programme has so far resulted in us taking six tangible steps. And this is just the beginning. We are determined to continue applying Vlerick's insights and continue striving towards progress and perfection.

Firstly, we have established a Sustainable Business Charter, thereby cementing our commitment to the environment throughout every layer of the organisation. This charter forms the backbone of our sustainability strategy and underlines our environmental responsibility.

An in-depth market analysis resulted in a sophisticated sales plan, along with the formation of a strategic partnership to execute this plan. We also introduced a customer satisfaction measuring system, with this direct customer feedback allowing us to constantly fine-tune our services.

Thirdly, we have set up a similar system to gauge employee satisfaction, with the goal of both measuring and improving their levels of engagement. Our ambition is to map out the entire employee journey to increase employee well-being.

A fourth step was to establish specific KPIs for the close monitoring of our financial performance and growth. These help us respond both quickly and effectively to ever-changing market dynamics.

In addition, with the creation of an Advisory Board in 2024, we aim to strengthen our strategic decision-making, leaning on the experience and insights of respected professionals outside our organisation.

Lastly, the insights gained in terms of operational excellence led us to review our processes. Every process is now defined, analysed and fine-tuned to run as smoothly as it possibly can.”

What impact have you achieved for your business so far by taking these steps?

Jorg Trippaers: “The Sustainable Business Charter has already enabled us to greatly reduce our carbon footprint, resulting in long-term cost savings, while at the same time boosting our reputation as an environmentally friendly organisation. This, in turn, has opened the door to new opportunities in terms of sales and attracting new talent.

Our new sales plan has led to measurably improved sales growth and margins, and the direct feedback from our customers has enabled us to both improve our services and increase customer loyalty.

Our actions to address employee satisfaction and engagement have had a positive impact on our corporate culture, resulting in improved customer service and increased productivity. What’s more, employee turnover has now dropped.

By creating clear KPIs, we have more control over our financial performance, allowing us to invest more efficiently and optimise our resources. The result is a stronger and more flexible financial foundation.

Reviewing our business processes has led to increased efficiency and productivity. Our quality standards are now even higher, thereby improving the customer experience, which in turn provides our employees with a clear goal.



The impact of the SME Excellence programme on our business has been – and continues to be – hugely significant, and it also reflects our commitment to continuous self-improvement and innovation. Moving forward, we will continue putting this acquired knowledge into practice. The programme has had a lasting impact on our ambition to take our operations to the next level.”