The team at Swedish security services provider Securitas is committed to keeping millions of people and organizations around the world safe. Securitas offers a vast range of protective services, including on-site services, mobile services, technology, remote services, corporate risk management and fire and safety. To better support its sales teams, get greater insights via data and foster transparency and collaboration, the company rolled out a new Microsoft Dynamics 365 CRM platform. By focusing individual clients’ needs, Securitas has improved efficiency, client satisfaction and retention.

With hundreds of thousands of cameras on client sites that send information to Securitas, the company wanted to make sure it was leveraging technology in a way that was keeping up with the way people are using it. That meant exploring opportunities around automation and working out how to provide better services that really support the human aspect of its clients’ needs.

Implementing a solution across the group was a challenge. The Securitas team started with a global rollout of Microsoft 365, proving such a project was possible. The next step was to do the same with a global CRM platform, built on Microsoft Dynamics 365.

To support an implementation that was as much about change management as it was about technology, leaders turned to Accenture and Avanade – a joint venture between Accenture and Microsoft. Initially, we worked with a core senior team at Securitas, shaping the why, what and how. We also set up a number of business playbooks to outline the business purpose and business design and to help inform how we were planning to help employees change their way of working.

Rather than simply introducing a shiny new tool, Securitas leaders wanted to inspire a new type of sales process, new ways of measuring client success and new ways of using dashboards to track KPIs of the sales process. The result was the CRM platform, and the many benefits Dynamics 365 unlocks, laying the foundation for future digital transformation at Securitas.

Find out how we can help transform your enterprise with Microsoft Dynamics 365.