Protection One transformed its customer operations with SugarCRM, replacing scattered tools with one integrated platform. The CRM now gives every team an immediate, consistent view of each customer. This unified approach helps the company respond faster and improve service quality, earning it a 93% customer satisfaction rating.
Founded in 1997, Protection One delivers 24/7 remote monitoring with real-time intervention. As a subsidiary of the Securitas Group, the company serves SMEs across industries such as logistics, automotive, hotels, and recycling, backed by more than 280 employees and deep expertise in high-value security systems.
Disconnected systems limited visibility
Before SugarCRM, teams worked with isolated tools that prevented a consistent customer view. Information gaps across sales, support, and back office led to slower responses and duplicated work.
With growing expectations and increasing operational complexity, Protection One needed a single platform to streamline customer processes and ensure every department had the same information.
Integrated CRM with a 360° customer view
Fully integrated with their ERP and other applications, SugarCRM now centralizes customer data and supports more structured, automated work – powered by Magic Software’s connector and OPEN Digitalgruppe’s CRM customizations.
“For us, the 360° customer view is the most valuable benefit,” says Jörn Kempken, IT Business Applications Leader, Protection One. “All departments now get the same information, which allows us to solve customer issues quickly and avoid unnecessary back-and-forth.”
Stronger performance across teams
Protection One now sees clear improvements in how teams work and serve customers:
- 93% customer satisfaction
- Faster, more coordinated responses
- Higher CRM adoption
- Automated workflows that reduce manual work
SUGAR PARTNERS
Magic Software Enterprises
Magic Software is a global provider of integration and application development technology. Its Magic xpi platform includes prebuilt, certified connectors for SugarCRM, enabling seamless, code-free integration between Sugar and enterprise systems.
OPEN Digitalgruppe
OPEN Digitalgruppe is a Germany-based SugarCRM specialist. The company delivers CRM strategy, implementation, customization, and support across the DACH region, helping organizations build scalable, sales-focused SugarCRM solutions.
