Success Story: Successful CCM Transformation at Wüstenrot Austria with the Serie M/ by kwsoft®

The Initial Situation

At the beginning of 2023, the vendor announced that DocFamily (Assentis) would no longer be further developed in the medium term. At the Austrian Wüstenrot Group, it quickly became clear that the existing CCM solution also had to be strategically reassessed. Replacing Assentis was therefore not only a technical decision, but also a strategic one of far-reaching impact.

Instead of reacting in the short term, Wüstenrot opted for a structured and comprehensive evaluation process. A detailed catalog of requirements with more than 260 questions covering technology, business requirements, data protection, and due diligence formed the basis for a tender in which nine providers from the CCM sector took part. After a multi-stage evaluation process with intensive proof-of-concept phases, kwsoft® clearly came out ahead with the Serie M/.

“In addition to the collaborative partnership, we were particularly impressed by the high degree of flexibility in document design, the versatile technical integration capabilities, and the functional and intuitive usability of the M/TEXT TONIC Editor, which was positively received by users from the very beginning.”

Bernhard Wögrath

Tribe Lead Technology Development in Customer & Communication Management at Wüstenrot Technology GmbH

The Project Journey

In April 2024, the final provider decision was made. In August of the same year, the contract was signed, officially marking the start of the implementation phase. The first key step was designing a viable integration architecture.
The Serie M/ runs on the company’s own OpenShift cloud container platform and is complemented by a proven Linux server concept for processing large volumes of data. The existing DB2 database system was integrated seamlessly and completes the architecture. By integrating key security and identity services such as Keycloak, IDM, and LDAP, as well as establishing stable connections to database, archiving, and batch systems, a highly available, secure, and scalable infrastructure was created that ensures reliable operation across all environments.
At the same time, a robust technical framework for future customer communication was established, standardizing and integrating all document, form, email, and archiving processes end to end. Security, encryption, authorization concepts, and consistent error handling were all comprehensively taken into account.
“At the same time, a business framework was created that provides a consistent, reusable foundation for letters and emails. This makes it possible to implement multilingual content, accessibility, complex recipient scenarios, and dynamic content efficiently and consistently,” explains Manuela Tuba-Fichtner, CCM specialist and template designer at the Wüstenrot Group.
Thanks to clear project structures, the introduction of GIT for the design workflow, and targeted support for the specialist departments, the project not only introduced a new system but also built lasting expertise within the company.
In February 2025, a decisive milestone was reached: The first letter created with the Serie M/ was successfully opened from one of our internal business applications. The integration into the existing system landscape and the technical breakthrough had therefore been successfully achieved.
In the months that followed, additional demanding challenges were mastered, including integration with existing data processes for recipient selection, the integration of complex insert management, and the connection to the internal approval system. Non-functional requirements such as monitoring, error handling, and resource management were also implemented consistently and further optimized.

The Go-Live

In December 2025, pilot operations finally began in production. The first major batch run – the building savings account statement with more than 600,000 deliveries and over one million pages—was completed successfully and provided impressive confirmation of the performance and scalability of the new CCM platform.

At the same time, the first interactive documents, such as the loan agreement and promissory note, went live and were immediately used in day-to-day operations.

In 2026, the focus is on the complete migration of all processes and documents to the new CCM platform. At the same time, new features and optimizations are continuously being developed, making the system even more stable and user-friendly. The infrastructure is also being expanded further to support additional locations.

The integration of the Serie M/ is therefore not only complete but also forms the stable foundation for the future customer communication of the Wüstenrot Group.

Conclusion

The decision in favor of the Serie M/ by kwsoft® has proven to be strategically sound. The solution combines modern technology with a high degree of flexibility, versatile interfaces, and powerful document design.

It enables far more than traditional output generation and creates the foundation for scalable omnichannel communication and automated processes.

This has made it possible to turn what was initially an uncertain market situation into a sustainable success story – with a future-ready CCM platform as the strong core of customer communication at the Wüstenrot Group.