Protection One
Security leader gains unified customer view and faster responses
The Sugar effect
93%
customer satisfaction
Faster
more coordinated responses
Higher
CRM adoption
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.
The challenge
Before Sugar, 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.
The solution
Fully integrated with their ERP and other applications, Sugar 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.
Jörn Kempken, IT Business Applications Leader
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
A unified customer view and faster responses
Protection One transformed its customer operations with Sugar, 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.
