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06/03/2023

Together, they are planning to introduction a future-oriented CXM system.

Ismaning, March 6, 2023 – The IT and consulting company msg acquired a majority stake in the start-up iconCXM GmbH on December 7, 2022. This is msg's response to the increased dynamism in the market for correspondence systems and the resulting challenges for companies. iconCXM meets these challenges by developing a new type of customer experience management system (CXM system).

Cost savings in the millions

The start-up, which was only created in May 2022, is thus specifically addressing the problems caused by the discontinuation of DOPiX, with which the insurance industry in particular is struggling. The correspondence system DOPiX has been used by many insurance companies in German-speaking countries for years, but is expected to be discontinued by the end of 2026. Switching to a new solution and migrating all data means costs for the companies amounting to millions.

The goal of iconCXM and msg is to offer companies a cost-effective alternative: The development of the CXM system "D7" will create a state-of-the-art software solution that can easily convert document templates from DOPiX. This solution will be gradually rolled out to the first customers as early as 2023.

Securing the project under the umbrella of the msg group

“We provide insurance companies and other companies with a complete package that offers great savings potential," explains Hendrik Leder, managing director of iconCXM. Under the umbrella of the msg group, great potential is opening up for this project: On the one hand, msg supports the financing of the development as well as the consulting and implementation, and on the other hand, iconCXM benefits from the excellent reputation of the well-established company. “For us, msg offers many opportunities to build trust with companies and to scale in the long term,” says Leder.

“As msg, we give potential customers the necessary security when switching to the new solution,” adds msg Board member Dr. Andrea van Aubel. At the same time, the acquisition opens up the possibility for the international group of companies to expand its own digital portfolio. msg customers will receive a comprehensive end-to-end solution from msg for their customer communication requirements. “For us, it is an important signal to stand by our customers as a reliable partner in this difficult situation,” says van Aubel.

Significant expansion of msg's output management portfolio

msg has more than 20 years’ expertise in the field of communication/output solutions: Through tailor-made developments at well-known customers as well as through longstanding successful partnerships such as with kühn & weyh and semantics. Today, this portfolio already covers all stages from strategy consulting to the operation of the solutions. Especially when it comes to system selection and operation, msg can offer each customer an optimal solution with iconCXM or its partners.