SER Group acquires Metaforce to boost AI-powered communications
SER Group has acquired Metaforce, a Sweden-based specialist in Customer Communication Management (CCM) and Customer Experience Management (CXM) software. The acquisition extends SER's Doxis platform capabilities, enabling customers to automate and personalise communication processes across the entire document lifecycle using artificial intelligence.
Strategic expansion
This deal marks the latest move in SER's expansion strategy, following recent acquisitions of AFI Solutions and Klippa. With operations spanning over 20 offices in 11 countries, and a customer base that includes DHL, Allianz, UBS, and BASF, SER is pursuing growth in both functionality and geographic reach. The addition of Metaforce, with its focus on digital communication and customer experience, aims to strengthen SER's presence in the Nordic region and enhance offerings to existing customers.
Integrated document management
The integration of Metaforce's CCM and CXM technology with SER's Doxis enterprise content management platform combines document creation, processing, and communication within a unified system. Businesses using Doxis are set to benefit from AI-powered features designed to automate routine tasks, ensure compliance, and enhance customer interactions.
Organisations under increasing pressure to efficiently manage both inbound and outbound communications can now tackle the end-to-end process - from capturing documents to sending out customer correspondence - in a single environment. For industries such as insurance and financial services, this means automating routine paperwork like policy creation and contracts, enabling staff to shift focus to service delivery.
Sector applications
Other areas, such as human resources, also stand to gain. The Doxis platform now supports applications ranging from job application processing and contract generation to HR documentation management, with integration to systems including SAP SuccessFactors. Legal and sales departments can also accelerate document preparation and approvals, with the aim of closing deals more efficiently.
Customer communication capabilities
Metaforce has established itself over two decades as a provider of tools for dynamic document generation and interactive forms. This experience underpins the new offering's ability to help organisations personalise communications at scale, while aiming to lower manual input and improve compliance.
"With Metaforce joining SER, we're heralding a new era of Smart Content and revolutionizing how document processes are automated and managed. By enhancing ECM with CCM, we're closing the loop for our customers - helping them not only manage and understand their documents but also generate them intelligently and compliantly. This is a part of our mission to maximize our customers' ROI: return on information," said Dr John Bates, CEO, SER.
Leadership alignment
Both companies signal alignment in their vision for customer communications powered by AI. Metaforce brings expertise in digital forms and template management, which are now accessible to SER's global customer base. The combined platforms are designed to offer compliant, efficient digital experiences for business clients across multiple sectors.
"We are thrilled to join forces with SER, a Gartner Leader in document management, and provide our customers AI-infused solutions for the entire document lifecycle. SER and Metaforce are perfectly aligned in our customer-centric vision. Together we look forward to unlocking further use cases and providing even better digital experiences for customers," said Johan Junge, CEO, Metaforce.
Market momentum
The company's acquisition strategy is targeted at expanding its portfolio with a unified, AI-driven platform for intelligent content automation. The Metaforce transaction, pending regulatory approval, is positioned as a step forward in advancing SER's Smart Content strategy and enhancing its global growth.