Guardian Security Customer Story

Overview

Guardian Security operates a multi-branch security services business with high volumes of inbound customer interactions, and a sales organisation responsible for generating, quoting, and closing complex service contracts. As the business scaled, Guardian’s legacy systems across sales execution and customer service began to limit operational efficiency, visibility, and consistency.

To support growth and standardise operations, Guardian partnered with Imperium Dynamics to implement a unified Microsoft Dynamics 365 solution, bringing together Dynamics 365 Sales, Acadia Dynamic Templates, and Dynamics 365 Contact Center into a single, enterprise-grade operating model.

Sales Operations

Challenges

Solutions

Guardian’s sales team relied on WeSuite for quoting and proposal management. The platform introduced friction at every stage of the sales cycle:

Sales representatives were required to manually enter each product and service line item when creating quotes, slowing deal velocity.
Proposal templates were static and stored locally, requiring offline edits and external document handling.
DocuSign was not integrated within CRM, forcing sales reps to leave the system to send agreements.
Signed documents had to be manually uploaded back into internal systems.
Sales data was manually transferred into the Sedona ERP, increasing risk and effort.
Reporting and pipeline visibility were maintained outside the system using spreadsheets.
Leads from website forms and inbound emails were entered manually, limiting responsiveness and data consistency.

These processes increased administrative overhead, delayed revenue recognition, and reduced leadership visibility into sales performance.

Guardian's sales team relied on WeSuite for quoting and proposal management. The platform introduced friction at every stage of the sales cycle:

Implementation of Dynamics 365 Contact Center and Dynamics 365 Customer Service
Consolidation to a single, unified Guardian contact number across all branches
Intelligent routing based on agent availability, capacity, and service teams
Microsoft Teams-based telephony with call monitoring and recordings
AI-powered chatbot integrated with Dynamics Knowledge Articles for consistent self-service
Seamless email-to-case creation through Outlook integration
Centralized queues, SLAs, and case workflows

This transformation reduced manual effort, accelerated quote-to-contract cycles, and established a reliable system of record for sales data.

Customer Service & Contact Center

Challenges

Solutions

Guardian’s service operations were supported by multiple disconnected platforms:

G-12 for call handling
Luminum for phone number management
Alarmbrand for live chat
Separate phone numbers for Bellingham, Seattle, and Yakima branches

This fragmented environment resulted in in inconsistent routing, limited supervisor oversight, manual escalations, and disconnected reporting across channels making it difficult to deliver a standardized customer experience or manage service quality at scale.

Implementation of Dynamics 365 Contact Center and Dynamics 365 Customer Service
Consolidation to a single, unified Guardian contact number across all branches
Intelligent routing based on agent availability, capacity, and service teams
Microsoft Teams-based telephony with call monitoring and recordings
AI-powered chatbot integrated with Dynamics Knowledge Articles for consistent self-service
Seamless email-to-case creation through Outlook integration
Centralized queues, SLAs, and case workflows

This transformation reduced manual effort, accelerated quote-to-contract cycles, and established a reliable system of record for sales data.

Impact

By aligning sales and customer service on a single Dynamics 365 platform, Imperium Dynamics enabled Guardian Security to modernise customer engagement, increase operational efficiency, and establish a foundation for scalable growth.

The result is a connected, enterprise-ready operation where revenue and service teams operate with shared data, standardised processes, and actionable insights powered by Microsoft Dynamics 365

Results

With Dynamics 365 Sales and Contact Center in place, Guardian Security achieved measurable operational improvements:

Faster quote creation and contract execution

Reduced administrative effort across sales, service, and back-office teams

Consistent customer experience across voice, digital, and email channels

Improved governance, auditability, and reporting for leadership

Real-time visibility into sales performance and service operations

A scalable Microsoft platform supporting continued multi-branch growth

What Guardian Said About Imperium

Imperium’s team was knowledgeable, proactive, and truly collaborative. They focused on finding the best solutions for our business-not just implementing what we are asked for. Everyone now works from the same playbook. We’ve reduced transfers, improved visibility across teams, and streamlined how we are communicate with clients.

Hannah Jacobson - Executive Program Manager IT

Guardian Security

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