BSI Software reports double-digit growth in the first quarter of 2026

“We have achieved an outstanding result, the best first-quarter performance ever,” says Markus Brunold, CEO at BSI Software. “We succeeded in winning new customers across all focus industries: insurance, banking, retail and the energy and utility sector.” Increasing regulatory pressure as well as the desire for European alternatives are driving demand. New reference companies for the CRM/CX platform BSI Customer Suite include the energy provider EnBW, the insurance company BarmeniaGothaer and the Berlin Chamber of Commerce and Industry (CCI Berlin) in Germany, as well as the retail group Coop in Switzerland.

The consistent expansion of AI functionalities plays a major part in this. By automating work processes in service, sales and marketing with AI agents, employees in the industries targeted by BSI gain time for personal customer service.

“Our focus lies on the people our enterprise customers wish to reach. It is crucial that they feel understood and that they perceive the interaction with, for example, their bank or insurance as positive,” says Brunold. Agent relationship management (ARM) is becoming increasingly important in this context: A customer’s personal AI assistant interacts directly with the BSI Agent on the company side. CEO Brunold considers the end customer’s personal AI assistant to be a “new family member who will take on more and more tasks in the future.”

BSI Software helps companies strategically manage this new type of customer relationship. In order to get started quickly, BSI is now providing the required BSI Agent as a preconfigured “ARM element”. It can be used immediately and enables companies to deploy ARM productively with very little additional implementation effort. The BSI Elements are part of a modular ecosystem: In the BSI Customer Suite, companies are provided with ready-to-use, preconfigured expert solutions, processes or AI functions that they can deploy immediately as needed.

BSI Software is significantly expanding their range of industry-specific out-of-the-box solutions this year: Currently, 361 BSI Elements are available to corporate customers. By the end of 2026, there are expected to be more than 600. Particularly in demand are AI agents in input management for the automatic processing of e-mails and chats, deep learning functions in marketing for higher click-through rates and the debriefing agent in sales for automatic pre- and post-call follow-ups.

Companies can expand their customer service to include fully automated processes, known as a “dark service center.” With a new slider introduced in the BSI Customer Suite during the first quarter, they can also choose which steps to automate and where intentionally to retain human interaction.

BSI Software positions itself as the only purely European platform for comprehensive customer management in regulated markets. In the first quarter, BSI entered into a partnership with T-Systems to use the T Cloud, thus enabling customers to switch to a purely European CRM/CX cloud platform. All data remains in Europe, while modern AI functions are still available without restrictions. The platform is model-agnostic, allowing companies to choose freely which AI model to use. Migration is carried out using standardized processes that minimize downtime. “We prioritize data sovereignty, regulatory certainty and technological freedom of choice,” says Brunold. Companies also benefit from a flexible multi-cloud strategy.

With the acquisition of Sikom in April, BSI Software is strengthening its modular platform BSI Customer Suite in the area of modern customer communication and expanding its technology to include powerful functions for omnichannel communication in contact centers.