To modernize service delivery and improve client tracking across Toronto’s Small Business Centres, Chris led the design and implementation of a new Salesforce-based CRM platform—supporting more than 28,000 entrepreneur interactions annually.
Chris oversaw the full project lifecycle: from defining user requirements and selecting the platform, to customizing the system, managing developers, and contributing to hands-on configuration. He also led staff training and change management efforts to ensure seamless adoption across the City’s three centres.
Within a year of launch, the platform had generated over $150,000 in staff time savings and significantly enhanced the City’s capacity to engage, track, and support entrepreneurs accessing municipal programs.