Since 1978, Securiton Deutschland has been ensuring the safety of companies and public authorities. As one of Germany’s most established security companies, it equips organizations and individuals with the technology they need to detect fires, prevent break-ins, protect privacy, and much more. From fire alarms and video surveillance to mobile systems and even drone detection, Securiton is known nationwide for its comprehensive portfolio of solutions. With nearly 400 employees across 16 locations, the company is united by a shared mission: to protect lives and assets through innovative solutions.

Despite all the groundbreaking advancements in the security industry, there was still one area within the organization that Securiton needed to address: customer relationship management.

Challenges in customer communication

For years, Securiton employees relied on an internal system to communicate with customers.

“It consisted of very rudimentary CRM functions within the ERP system,” reports Frank Betsch, Head of Sales. “All 16 branches and offices maintained their own prospect databases within the ERP system.”

As the company continued to grow, it became clear that a more comprehensive solution would be required—especially with regard to digitalization and automation.

“We wanted to follow the latest technology trends and support traditional sales with digital, targeted, content-driven communication,” says Betsch.

So the team began searching for a CRM solution that was both easy to use and could be seamlessly adopted by employees.

“We were looking for an innovative tool that truly fits us,” Betsch explains. “We paid particular attention to the experience and flexibility of the software provider so that we would be well equipped to meet all the challenges of digitalization.”

Bringing data together in one system

To transition to a new CRM, Securiton first mapped out the required processes and requirements.

“The company is constantly evolving and growing,” Betsch explained. That’s why it was important to take a focused approach from the very beginning. Securiton needed a reliable CRM solution that would enable employees across the entire organization to proactively create aha moments for customers.

Securiton evaluated several systems before narrowing the selection down to three top candidates. From this shortlist, the company chose SugarCRM. However, instead of introducing the system for immediate use, Securiton dedicated significant time to preparing its employees in advance. Together with elite integration partner OPEN CX, Securiton focused on equipping its staff with the right tools—and, most importantly, the right knowledge.

This step paid off.

“Through extensive training and platform configuration, we can now say that users increasingly recognize and truly feel the added value of the CRM system,” says Betsch. “Especially in terms of collaboration between marketing and sales, the resulting transparency of contacts, and the overall improvement in data quality.”

David Cavas, CRM consultant and project manager at OPEN CX, agrees: “At OPEN CX, we have supported Securiton for over three years. During that time, the CRM project has rarely stood still. Securiton and its products are constantly evolving. That makes the collaboration very exciting, as we continuously develop new solutions together and optimize existing processes.”

Uniting independent locations in a seamless system

Since introducing Sugar, the quality of Securiton’s customer data has increased significantly.

“Data quality has improved considerably, not least thanks to the integration of additional databases, such as our email marketing tool,” reports Betsch. “We were able to merge all previously autonomous data collections into a single database.”

Employees at Securiton Deutschland can now access one central database regardless of location, where virtually all relevant customer information is easily available.

“Thanks to the transparency we now have across sales and marketing activities, we’ve discovered details that previously may not have received the attention they required,” says Betsch. “The data needed by marketing can now be maintained and processed within one system—without having to send Excel spreadsheets back and forth via email.”

These improvements have also made communication with prospective customers easier and provided greater clarity for everyone involved.

For example, when working with a large hospital, Securiton was able to collaborate seamlessly with multiple stakeholder groups—including finance, controlling, procurement departments, technicians, planners, and other key decision-makers—to successfully secure an important contract.

Looking ahead, Securiton plans to continue expanding processes and adding further departments to Sugar in order to gain a comprehensive overview of marketing, sales, and customer service.

“Our long-term goal is to provide a complete overview of all customers and their activities in a single, easy-to-use interface, so that every department can access the information they need for their daily work,” says Betsch. “SugarCRM is the ideal platform for connecting traditional sales with digital communication. Because when it comes to security, trust is everything.”