For more than 25 years, Proguard Protection Services has delivered security and life-safety solutions. But as the business grew, maintaining consistent communication with existing customers became increasingly difficult.
“Our sales team was focused on new installs,” said Frank Bauer, Owner and CEO of Proguard. “That meant many long-time customers weren’t hearing from us unless something went wrong.”
The Challenge: Staying Visible to Existing Customers
Before adopting Delight, Proguard was proactively communicating with just 15% of its existing customers each year. As a result, customers often weren’t aware of the full range of services Proguard offered or assumed the company didn’t provide them at all.
“That’s how opportunities slip away,” Bauer said. “Customers forget what you do if you’re not staying in front of them.”
Activating Existing Customer Data
As a long-time user of a field service management system, Proguard had years of valuable operational data—but limited ways to activate it at scale.
By adopting Delight, Proguard was able to turn that data into targeted, relevant customer outreach.
“In just six months, we increased customer communication coverage from 15% to over 54%,” Bauer said. “That alone was a major win.”
Measurable Results
Using Delight, Proguard achieved:
- 15% → 54% customer outreach coverage in six months
- £30,000–£80,000 per month in assisted revenue
- Improved visibility into open quotes and upsell opportunities
- Stronger customer recall and engagement
“Customers would reach out after seeing a message and move forward on work they had previously put aside,” Bauer said. “Those are jobs we might have missed.”
A Smarter Way to Engage Customers
Beyond revenue, Delight gave Proguard a new way to access and act on their customer data.
“I’ve had this data for over 10 years,” Bauer said. “I’ve just never been able to use it like this.”
Proguard now uses targeted outreach to educate customers, deliver seasonal reminders, and highlight relevant services without overwhelming them.
“It’s not about hard selling,” Bauer said. “It’s about staying relevant and building stronger relationships with customers who already trust us.”
