FCCQ Case Study: Transforming Fragmented Systems with an Association CRM
Updated: Aug 24
A Digital Transformation Powered by Membri
The Fédération des chambres de commerce du Québec (FCCQ) implemented Membri, an association management software (AMS), to centralize its member data, structure event management, and integrate grant-funded projects.
The result:
reduced system fragmentation,
improved data quality,
and stronger long-term operational efficiency.
Organizational Context: Managing Complexity at Scale
The FCCQ represents a network of over 110 chambers of commerce across Quebec, along with several hundred corporate members.
Its operations include:
member and contact management
dozens (even hundreds) of events annually
management of structured projects and grants requiring strict reporting
This operational complexity required a high level of data structure across multiple teams.
Before Membri: A Fragmented Ecosystem
An Underused CRM Replaced by Excel
Before implementing Membri, the FCCQ was using a CRM solution that no longer met the organization’s actual needs.
« The previous database had long been identified as ineffective. The business development team relied on Excel instead. »— Marika Hallé Perry
When teams prefer Excel over a CRM, it signals that the system is hindering—not supporting—operations.
Disconnected Grant and Project Management
Grant management was handled separately, with no structured link to member or contact data.
« The projects department was not integrated into the CRM, despite contacting thousands of companies weekly.»
The FCCQ managed hundreds of grant applications, with separate files and no structured link to member or contact data.
Too Many Tools, Not Enough Cohesion
The Turning Point: Urgent Project Management Needs
The transition to a new AMS did not stem from a simple desire to improve, but from an urgent need.
« The need originated from the projects side, with an urgent requirement to structure grant management. »
Projects became the catalyst for a full digital transformation.
Solution Selection: Why FCCQ Chose Membri
An interdepartmental committee evaluated multiple solutions.
« We took the time to evaluate vendors and identify our needs, with representatives from projects, corporate services, and events. »
Key Selection Criteria
Centralized database
Integrated project and grant management
Strong integrations:
Mailchimp
Event ticketing
Website
Power BI
Ready-to-use solution (no heavy development)
English and French-language support
Cost aligned with nonprofit reality
« Integration capabilities were a decisive factor.»
The Power of Integration
A key differentiator: shared database across applications.
Each environment provides specific forms and views designed to highlight key data relevant to each functional area.
« Same database, same accounts, same contacts—updated simultaneously. »
Benefits:
unified member, event, and communication management
integrated grant/project tracking
no duplication
Implementation: Real-World Challenges
Governance and Ownership
« Too many stakeholders initially, with no clear ownership. »
Solution: creation of a dedicated CRM/data team.
Data Migration Reality
A full data cleanup was not completed prior to migration.
« Everything was migrated first—cleanup came later »
Lesson: data quality is a critical project component.
Training Evolution
Initially informal, now structured:
documented training
mandatory onboarding
« Now, if you haven’t completed the training, you don’t get access to Membri. »— Sophie Couillard, conseillère, services et relations aux chambres de commerce
Results: Measurable Impact
Centralized Data
Membri became the single source of truth for:
members
contacts
events
projects
Operational Efficiency
« It saved time across multiple teams. »
Reducing parallel platforms and duplicate data entry freed up time for higher-value activities.
Structured Event Management
Sophie Couillard manages several events each year, including a gala.
« I’ve seen the platform evolve over the past five years. It’s night and day.. »
Some limitations remain, but the overall improvement is undeniable.
Overall Satisfaction
«For us at the Federation, things are going really well. I would recommend Membri without hesitation—I don’t know any other solution like it.»— Marika Hallé Perry
Key Takeaways for Associations in Canada
Clean data before implementation
Define CRM governance early
Prioritize integrations over features
Invest in training
Treat CRM as a strategic asset
Conclusion
The FCCQ’s experience demonstrates how an association CRM like Membri can:
unify fragmented systems
improve operational efficiency
support growth and scalability
A well-integrated AMS becomes a strategic foundation, not just a tool.
About Membri
Membri is an association management software (AMS) designed for:
associations
chambers of commerce
nonprofit organizations
It helps centralize data, automate processes, and improve operational efficiency.
FAQ – Association CRM (AMS)
What is an association management software (AMS)?
An association management software (AMS) is a platform designed to help associations, chambers of commerce, and nonprofit organizations manage their members, events, communications, payments, and relationship data within a centralized system.
In FCCQ’s case, Membri acts as a central hub connecting members, events, and projects.
Why did FCCQ choose Membri as its AMS?
FCCQ selected Membri because the solution addressed several critical needs:
centralizing member data
integrating event management
connecting grant-funded projects via Progetto
providing integrations with existing tools
offering French-language support
As Marika Hallé Perry explains:
“The ability to connect with other applications was a decisive factor.”
What were FCCQ’s main challenges before implementing Membri?
Before adopting Membri, FCCQ faced:
an underused CRM replaced by Excel
grant projects not integrated into the CRM
multiple disconnected tools
duplicate data and low data quality
significant operational inefficiencies
These challenges limited overall visibility and team productivity.
Why were integrations a key factor for FCCQ?
Integrations were essential to avoid adding yet another tool to an already complex ecosystem.
FCCQ’s goal was to connect systems—not layer them.
Membri enabled integration with:
grant and project management tools
Mailchimp (communications)
event ticketing platforms
the website
analytics tools such as Power BI
What is Progetto and how is it used with Membri?
Progetto is a project and grant management tool developed by Groupe Vendere.
FCCQ uses it to manage:
grant agreements
partnerships
funding amounts
project steps and responsibilities
Membri and Progetto share the same database, ensuring consistent data without duplication.
“It’s the same database: the same accounts, the same contacts.”
How many members and chambers does FCCQ manage in Membri?
FCCQ manages approximately:
117 member chambers of commerce
several hundred corporate members
thousands of non-member companies in its database
This scale makes data centralization essential.
How does Membri improve event management?
Membri enables FCCQ to:
create and manage events
track registrations
analyze participation
centralize event history
This results in more structured and efficient event operations.
Does Membri allow associations to automate processes?
Yes. Membri allows the automation of:
certain communications
project-related follow-ups
contact list management
recurring administrative tasks
Some automations were implemented progressively, based on available resources and priorities.
What challenges did FCCQ face during implementation?
The main challenges included:
initially unclear CRM governance
data migration without complete prior cleanup
informal initial training
Over time, FCCQ implemented:
a dedicated data management team
clear governance processes
structured and mandatory training programs
Should you clean your data before implementing an AMS?
Yes. FCCQ’s experience shows that it is strongly recommended to clean data prior to migration.
“Cleaning data afterward significantly increases timelines.”
That said, improvements can still be made progressively with the right resources.
Is Membri suitable for chambers of commerce and associations?
Yes. Membri is specifically designed for:
chambers of commerce
professional and industry associations
federations and networks
It is built to address the specific realities of membership management, events, and partnerships.
Would FCCQ recommend Membri to other organizations?
Yes.
“I would recommend Membri without hesitation. I don’t know any other solution like it.”— Marika Hallé Perry
What benefits did FCCQ observe after several years?
After several years, FCCQ reports:
improved data quality
reduced manual work
significant time savings
better cross-team collaboration
a strong foundation for future growth
Is Membri suitable for growing organizations?
Yes. FCCQ’s case demonstrates that Membri can support:
complex organizational structures
high event volumes
grant-funded projects
sustained growth
while remaining scalable over time.
What advice would FCCQ give before implementing an AMS?
Key recommendations:
Speak with organizations already using the system
Clearly define your needs from the outset
Prioritize integrations
Clean your data
Plan governance and training early
Where can I learn more about Membri?
You can explore:
