2018 Best Practices Awards employees can access consumer profiles , then tailor product recommendations by scanning customers ’ Inspire cards . Computers installed throughout stores , as well as phone apps , allow Inspire members to view their data while consulting with an employee advisor .

SAQ developed marketing messages that highlighted the important role the advisor plays , illustrated how the program is taking shape and proposed tips for making new finds , accumulating Inspire points quicker and taking advantage of new arrivals .

Every Thursday , SAQ sends out 1.7 million newsletters taiveloped a recommended compliance check document across the state , sending it to the many individual law enforcement agencies . They created a resource library for law enforcement and provided tool kits free of charge for different agencies to create their own resource libraries . They designed a series of card inserts on a convenient ring for officers to place into their ticket books as references .

Then , of course , there are the actual Alcohol Education Unit classes during Montana Law Enforcement Academy training . Scates scoured the 480 hours of the academy ’ s class content and realized around 200 hours discussed or involved alcohol , yet nowhere were cadets told how to enforce the laws . She had to pull some strings and use her connections to petition for more comprehensive alcohol education .

Now , the ABCD teaches one three-hour elective class during each academy . This voluntary , extra credit class has been so successful that law enforcement instructors essentially tell cadets to go . The class covers the laws , what constitutes a violation , how to enforce it and gives cadets the tools to deal with any problem establishments .

When The Montana Highway Patrol shut down the Wet Lab for financial reasons , this led to judges dismissing court cases on the basis that the arresting officer wasn ’ t trained in administering field sobriety tests . The ABCD reintroduced and funded the Montana Highway Patrol Wet Lab in 2012 . In order for officers to administer field sobriety tests that will hold up in court , they have to conduct them a certain amount of times . At the academy Wet Lab , volunteers drink in a controlled environment and then allow the cadets to practice with their field sobriety books .

“ It ’ s been 10 years to develop this to the point it ’ s at now and we ’ ve always received very good feedback from law enforcement ,” says Scates , who also recruits law enforcement officers as trainers . “ Every time I teach a class , I see the light bulbs go off in their heads . They follow the law , and nobody ever told them what they can do to enforce it before .” •

BEST TECHNOLOGY INNOVATION Société des Alcools du Québec

BY KYLE SWARTZ each person with customized service . In 2015 the organization launched SAQ Inspire , a new form of personalized customer experience . This included a scalable digital platform that gathers data on consumers with each transaction and interaction .

“ A couple of years before the launch we came out with a program that identified for consumers what they liked about the tastes of wines ,” recalls Sandrine Bourlet , SAQ Directrice Marketing et Expérience Client . “ In the same vein we wanted a program that provided consumers and employees tools to help them make the best choices of products .”

In the years since SAQ Inspire launched , the information it gathers has been leveraged in a variety of helpful ways . In-store

14 StateWays | www . stateways . com | September / October 2018