Case Study: Multiple Sclerosis Society of Canada achieves centralized constituent support and streamlined operations with Microsoft Dynamics 365

Leading the Search for a Cure with Framework for Care

The Multiple Sclerosis Society of Canada is a national, volunteer-led nonprofit that supports roughly 100,000 Canadians living with MS and funds research toward a cure. With more than 100 offices, the organization struggled with inconsistent, fragmented processes for tracking constituent inquiries and funding (spreadsheets, Access, paper), making it hard to deliver consistent service and get a clear view of needs across the country.

Working with partner BDO, the society implemented Microsoft Dynamics 365 for Customer Service (integrated with SharePoint, Office 365 and other tools) to centralize records for about 150 users, launch a virtual inquiry centre, and build a planned knowledge base. The solution standardized service, improved reporting and visibility into calls and funding requests, streamlined operations, and produced better data to guide research funding and demonstrate need.

Multiple Sclerosis Society of Canada

David Lightheart

Senior Project Manager