# Customer Communications Management (CCM) software landscape

> A landscape look at the Customer Communications Management (CCM) and document automation category - the software that turns raw data into the bills, statements, letters and forms people actually receive. It profiles four very different players: OpenText, the market-share leader in enterprise CCM; Formstack, the no-code forms and document generation platform; Crawford Technologies, the document accessibility specialist; and Sefas Innovation, the French composition and production house now owned by Messagepoint. The through-line is regulation: the European Accessibility Act deadline of June 28, 2025 turned accessible documents from a nice-to-have into a legal requirement.

## Achievements

- The enterprise CCM market is projected to grow from roughly US$2.8bn in 2026 to about US$5.6bn by 2033.
- OpenText named a CCM leader by industry analysts for eight consecutive years and cited as the most-deployed CCM solution.
- Crawford Technologies has helped 700+ companies deliver accessible and alternate-format documents (Braille, large print, audio, e-text).
- Sefas named a Leader in CCM by analyst firm Aspire for five years running.
- Formstack customers have automated over 140 million interactions in a 12-month period, saving teams an average of 17 hours per week.

## Latest updates

- **2026-03** — Messagepoint acquires Sefas Innovation SA, deepening consolidation in document composition and CCM.
- **2025-06** — European Accessibility Act enforcement date (June 28, 2025) makes accessible customer documents a legal requirement for banks, insurers and other in-scope firms.

## Links

- Website: https://www.opentext.com/products/customer-communications-management
- LinkedIn: https://www.linkedin.com/company/opentext/

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Last updated: 2026-08-07