The SME Package Service is an aid from the Ministry of the Economy that funds 70% of the eligible costs of individualised support to build customer loyalty for an SME, for a quote of €3,000 to €25,000 excl. VAT, i.e. at most €17,500. The provider identifies areas for improvement across three official strands, atmosphere, customer relations and products, and proposes concrete solutions.
It is an often overlooked package: many companies try to put a customer relations project through the Digital or AI package, and risk being redirected. This guide clarifies the official scope, the fundable projects and how to choose between the three packages.
| Criterion | Rule |
|---|---|
| Aid rate | 70% of eligible costs |
| Quote | €3,000 to €25,000 excl. VAT |
| Maximum grant | €17,500 |
| Purpose | Individualised support to build customer loyalty, across three strands: atmosphere, customer relations, products |
| Examples | Customer journey diagnostic, service standards and training, review of the offer, loyalty programme |
| Pre-analysis | House of Entrepreneurship (Chamber of Commerce) or eHandwierk (Chamber of Skilled Trades) |
| Payment | After completion and the evaluation meeting; the company pre-finances |
| Process duration | Generally 4 to 6 months, as an indication |
| Do not | Order or pay before approval by the Ministry of the Economy |
The SME Package Service funds the intervention of a provider who analyses the experience of your customers, identifies areas for improvement and proposes practical solutions to build their loyalty. According to the official fact sheet, the aim is to offer an experience tailored to customers' expectations. Three strands structure the scope; they do not overlap with those of the Digital package.
The customer journey and the ambience of the commercial space. Everything that happens between the moment the customer makes contact and the moment they leave with an impression.
Understanding needs, personalising the service, the quality of interactions and the attitude to adopt with customers. This is the strand that transfers most easily to every sector, including B2B.
Consistency between the offer, the target customer and value for money: do your products and services still meet the expectations of the customers you are targeting?
| Type of expense | Treatment | Status |
|---|---|---|
| Customer experience diagnostic | Observation, mystery shopping, interviews, journey analysis | To be confirmed |
| Recommendations and action plan | Structured deliverable with prioritisation and implementation | To be confirmed |
| Staff support | Training, on-the-ground coaching, service standards | To be confirmed |
| Review of the offer and positioning | Work on the range, the target and value for money | To be confirmed |
| Furniture, fit-out, works | Physical execution of the recommendations | Not retained |
| CRM software and licences | Falls under the Digital package, not the Service package | Not retained |
| Advertising budget | Media buying, media campaigns | Not retained |
| Expenses incurred before approval | Order or payment prior to the notification | Not retained |
Key. Listed in the fact sheet: item corresponding to an element cited in the official fact sheet. To be confirmed: potentially eligible, to be validated during the pre-analysis. Not retained: in principle excluded under the applicable conditions and our reading. The official fact sheet does not publish an exhaustive grid of expenses: this table is the firm's reading, not an administrative decision.
Source: official fact sheet SME Packages – Service, guichet.public.lu, which defines the three strands Atmosphere, Customer relations and Products. The fact sheet does not publish a detailed list of eligible expenses: the treatment of the items above is the firm's reading, to be confirmed in the pre-analysis. Verified on 10 August 2026, content revised on 17 October 2026.
The package follows the provider's deliverable, not the manager's intention. If the provider delivers a diagnostic and a transformation of the experience, it is Service. If it delivers configured software, it is Digital. If it delivers automated processing using artificial intelligence, it is AI. The same need can therefore be funded in three ways, and attaching it to the wrong package is a ground for rejection.
| The stated need | Service package | Digital package | AI package |
|---|---|---|---|
| "My customers don't come back" | Journey diagnostic, service standards, loyalty offer | Loyalty programme in the till system | Segmentation and personalised follow-ups |
| "We respond too slowly" | Organisation, response standards, staff training | Ticketing tool and shared inbox | Conversational agent and automatic sorting |
| "I don't know my customers" | Study of expectations, segmentation, customer interviews | Deployment of a CRM | Scoring and behavioural analysis |
| "My offer no longer fits" | Range review, positioning, price architecture | Overhaul of the online catalogue | Recommendation and personalisation |
| "My shop doesn't convert" | In-store journey, layout, presentation of the offer | Connected till, e-commerce | Footfall and basket analysis |
We qualify the project, attach it to the right scheme and check your remaining de minimis headroom before any submission. Attaching it to the wrong package exposes the application to rejection.
Free · no commitment · reply within 48 hoursSix types of project come up frequently, with indicative budgets of €9,000 to €16,000 excl. VAT, i.e. €6,300 to €11,200 of theoretical grant: customer journey diagnostic, service standards and training, review of the offer, customer listening system, design of the commercial space and loyalty programme. These services rely on intervention time rather than technical integration, which generally makes them less expensive than a Digital or AI project.
Observation in real conditions, mystery visits, customer interviews, mapping of touchpoints and friction, prioritised action plan.
Definition of welcome, response and follow-up standards, scripts for each situation, training of customer-facing staff, on-the-ground coaching over several weeks.
Analysis of the range, fit with the target, price architecture, consistency between the commercial promise and the experience actually delivered.
Setting up review collection, complaint handling, a feedback loop to staff, satisfaction indicators tracked over time.
Work on flow, signage, presentation of the offer and ambience. The design service is potentially eligible; the physical execution is in principle not retained.
Building a loyalty mechanism suited to the actual customer base, defining the rewards, linking it with the offer and measuring the effect on repeat purchases.
| Service excl. VAT | Grant at 70% | Actual net cost |
|---|---|---|
| €3,000 (scheme floor) | €2,100 | €900 |
| €9,000 | €6,300 | €2,700 |
| €14,000 | €9,800 | €4,200 |
| €20,000 | €14,000 | €6,000 |
| €25,000 (scheme ceiling) | €17,500 | €7,500 |
The Service package mainly benefits companies whose turnover depends directly on the customer experience: hospitality (Horeca), retail and crafts first and foremost. Any SME that meets the conditions of the scheme (SME status, business permit, registered office in Luxembourg, non-excluded sector, de minimis ceiling) may nevertheless apply, including in B2B services.
The customer journey plays out in a few minutes and the online review fixes it for a long time. Diagnostic of front-of-house service, welcome standards, consistency between the menu, the price and the target clientele.
Online competition means the trip to the shop has to be justified. Work on flow, presentation of the offer, in-store advice and the repeat-purchase mechanism.
Technical quality is a given; customer relations rarely are. Clear quotes, communication during the job, management of deadlines and the unexpected, follow-up after delivery.
The process has six steps: mandatory pre-analysis with the House of Entrepreneurship or eHandwierk, choice of provider and quote, application prepared with the chamber's adviser, decision by the Ministry of the Economy, the provider's intervention, then the evaluation meeting and payment. Allow 4 to 6 months as an indication. Nothing should be ordered before approval, and the company pre-finances the service.
Making an appointment with the House of Entrepreneurship of the Chamber of Commerce or with the eHandwierk service of the Chamber of Skilled Trades.
Mandatory official stepThe quote is defined with the chosen provider, within the range of €3,000 to €25,000 excluding VAT. For the Service package, the choice of profile matters as much as the price: customer experience consultant, organisation consultancy, retail specialist.
Quote of €3,000 to €25,000 excl. VATThe advisers of the House of Entrepreneurship and the eHandwierk service support the preparation of the application, which is submitted to the Ministry of the Economy following the procedure described on guichet.public.lu.
Application prepared with the chamber's adviserThe Ministry of the Economy reviews the application and decides whether to grant the aid. Indicative timeframe observed on our files: three to six weeks, with no guarantee from the administration.
The provider identifies areas for improving the customer experience and proposes practical solutions, then supports their implementation with the company and its staff.
Deliverables consistent with the quoteAn evaluation meeting measures your satisfaction and the results obtained, then the file is closed. The aid of 70% of the eligible costs retained is paid on presentation of paid invoices: the company pays the provider first.
Payment of 70% of the retained costsSource: SME Packages – Service fact sheet, guichet.public.lu. The time ranges are estimates drawn from the files handled by the firm and do not constitute a commitment by the administration.
What about the accounting side? Accounting and tax treatment of the grant, pre-financing the project, tracking your de minimis ceiling: the firm behind this guide covers the accounting angle of the SME Packages.
This guide is an independent private document. It does not come from the Luxembourg administration and does not constitute a decision to grant aid.
We check your SME status, your business permit, your remaining de minimis headroom and whether the project fits the right package. You leave with a written answer, whether or not we work together.
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