Monday, April 14, 2008

Case Study: CRM system helps non-profit organization

Today's case study illustrates how technology has saved a non-profit organization a significant amount of money, while improving the customer experience at the same time. A good story to hear in today's tough economy.

We've included the highlights in this post, but here's a link to the entire article, titled: CRM Credited by MS Society of Canada for Savings.

CDC Software, a provider of CRM and other enterprise software and services, has announced that the Multiple Sclerosis Society of Canada has reported "record-breaking revenues and cost savings" attributed to CDC Software's Pivotal CRM.

The MS Society of Canada receives roughly 85 percent of its funding through donations and special events, but its "customers" extend well beyond the donor. The society also solicits corporations, foundations and government bodies for donations and event sponsorship.

Business Issue:

With more than 120 offices and many different systems and processes to track customer information, ranging from spreadsheets to simple databases to more robust standalone fundraising systems, the society's data was disparate and fragmented, MS officials said. Much of the customer information gathered was not maintained from year-to-year.


Centralizing MS Society's customer data into a single system for its 350 users in multiple sectors, Pivotal CRM allowed the organization to achieve a 360-degree view of each customer, which streamlined operations and marketing efforts.


Society officials say the move has reduced operational costs by more than $200,000 and reduced tax receipting cycles by 50 percent.

"The annual operating savings are easily in the six figures," says David Arbuthnot, vice president of IT, Multiple Sclerosis Society of Canada. "Six years ago, we raised $80,000 online; this year, we'll raise over $6 million."

Well, I'm impressed! We hear a lot of talk about the importance of a 360 degree view of your customers. These numbers show that this customer insight is, indeed, important.


Joe said...

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Suzanne Obermire said...

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