Enhancing the Customer Experience for the Montreal Public Markets Corporation

For many residents of Montreal, public markets are a cherished tradition. The Société des marchés publics de Montréal (Montreal Public Markets Corporation) manages and promotes renowned markets such as Marché Jean-Talon, Marché Atwater, and Marché Maisonneuve. It oversees daily operations to ensure efficiency while providing local farmers, artisans, and food producers with a platform to sell their goods directly to consumers, thereby strengthening the local economy.

The organization also fosters community engagement through events that celebrate local culture, promote food education, and encourage sustainable practices. Additionally, it focuses on enhancing the market experience through improvements and outreach efforts designed to attract more visitors and vendors, ultimately deepening the connection between Montreal residents and local food sources.

Despite its vital role in connecting the community with local producers, some operational systems within the organization had become outdated, relying on manual processes that hindered effectiveness. Recognizing the need for improvement, Mr. Nicolas Fabien-Ouellet, General Director, sought a scalable solution for managing customer relationships and data, partnering with CGI for this initiative. CGI, in collaboration with the Société des marchés publics de Montréal, implemented Salesforce CRM to centralize information, automate processes, and enhance data management through features like automated Microsoft Forms and a custom Salesforce solution, provided as a pro bono initiative to support the community.

As a result, the organization now operates more efficiently, addressing requests and streamlining opportunity management.

This project exemplifies CGI’s commitment to empowering communities and pro bono work. With a robust digital foundation, the Montreal Public Markets Corporation is now better equipped to fulfill its mission and support local producers.

CGI is a global IT and business consulting firm dedicated to helping organizations drive digital transformation and enhance operational efficiency. As a Salesforce Summit partner, CGI leverages the Salesforce platform to deliver tailored solutions that improve customer relationship management, streamline business processes, and facilitate data-driven decision-making. By integrating its industry expertise with Salesforce's powerful tools, CGI enables clients to optimize customer interactions, enhance engagement, and achieve their strategic objectives in an increasingly competitive landscape.