Customer Snapshot: Multiple Sclerosis Society of Canada

National non-profit streamlines its operations, increases marketing effectiveness, and improves the customer experience using Pivotal CRM.

One of the country's leading health charities, the MS Society of Canada raises money to fund research for finding a cure and to provide services to those living with the disease today.

The MS Society was challenged by disparate data and business methods: its more than 120 offices each retained information about constituents separately, often not maintaining information from year to year. Inconsistent data and processes were increasing administrative burden, weakening customer relations and the Society's brand, and negatively impacting overall marketing and fundraising effectiveness.

In response, the MS Society of Canada implemented Pivotal CRM, customized with business modules that include membership, events, and major gifts, along with a web application for donors and event participants.

Challenges

  • Disparate data and business methods across more than 120 offices
  • Data not maintained from year to year
  • Inconsistent branding and poor collaboration
  • Data challenges were negatively impacting marketing and fundraising effectiveness

Results

  • More clearly defined business rules and processes, acknowledged and accepted company wid
  • Eliminated data redundancies and streamlined operations, lowering administrative burden and saving significant staff time
  • Helped support a 7500% increase over six years in funds raised online
  • Has reduced operational costs in excess of $200,000 since implementation
  • Reduced fundraising efforts required of event participants
  • Tangibly improved the customer experience at events and strengthened overall branding
  • Improved reporting capabilities, allowing analysis of trends and program effectiveness to take place almost in real time
  • Reduced tax receipting cycle by 50%
  • Increased marketing effectiveness, allowing more targeted activity
  • Increased collaboration between divisions and personnel
  • Improved tracking of staff achievements and tenures