Ad hoc: Serviceware SE takes over knowledge management specialist SABIO and expands ESM platform

Publication of an insider information in accordance with Article 17 MAR

Serviceware SE takes over knowledge management specialist SABIO and expands ESM platform

Bad Camberg, 30 July 2018


  • Serviceware integrates through SABIO take-over SaaS knowledge management module into its own platform and further enhances unique selling position on the market
  • Additional SaaS sales revenues for Serviceware through the acquisition of EUR 3.1 million in 2018 on an annualised basis
  • Cross-selling potentials through strong national and international customer basis of SABIO as a growth accelerator

Serviceware SE (“Serviceware”, German Securities Identification Number WKN A2G8X3), a leading European provider of software solutions for the Enterprise Service Management (“ESM”) market, takes over all shares of SABIO GmbH effective 30 July 2018. A corresponding notarised purchase agreement has been signed today. The purchase price is fully paid by Serviceware out of the existing liquidity; together with components coupled to the achievement of future goals, it corresponds to an upper single-digit million euro amount.

SABIO is a leading provider of knowledge management solutions with a Software-as-a-Service (SaaS) business model. As a result of the take-over, Serviceware will be the first provider in the world to be able to integrate a knowledge management module into its Enterprise Service Management (ESM) platform. In this way Serviceware offers its customers the possibility to continue to increase the efficiency of their services and significantly reduce their costs. The combination of the existing software from Serviceware with the SABIO solution offers, moreover, the possibility to further improve service processes by means of artificial intelligence.

SABIO generated total sales revenues of around EUR 4.6 million in 2017, including EUR 3.1 million in SaaS. The company has a strong national and international customer basis, including many large groups and relies on a proven international sales expertise.


With the take-over of SABIO, only around three months after the successful going public of Serviceware in the Prime Standard, the company continues to consistently implement its growth strategy. As a result of the acquisition, the leading ESM platform of Serviceware is technologically extended, cross-selling potentials are created, more particularly, for large national and international groups and the international distribution activities can continue to be accelerated further by including SABIO. At the same time, the share of SaaS sales revenues in the total group sales continues to be significantly increased.

The innovative and intuitive knowledge management solution by SABIO will supplement the existing digital modules of the Serviceware ESM platform, helpLine (service management), anafee (financial management) and Careware (field service management). Leading market research institutes have stressed the increasing importance of a context-sensitive knowledge management, especially in self-service processes of customers. Through the combination of knowledge management and artificial intelligence, service processes of the most different complexity can be further optimised. Serviceware will focus in future on an intensive exploitation of such possibilities.

The software solutions of Serviceware and SABIO are already used together by several customers. The SABIO solution is characterised by excellent possibilities of connection to the existing Seviceware products.

Dirk K. Martin, CEO and Founder of Serviceware: “With SABIO we have found the perfect company to implement our growth objectives on several levels upon a takeover. The market for Enterprise Service Management is growing dynamically, and in the competition for market shares a central driver consists in offering corporate customers the most performing and efficient platform with which they can digitalise their service processes and increase customer satisfaction. As a result of the integration of SABIO into the Serviceware Group, we make yet another big step forward in view of European market leadership. Based on our many years of experience in the integration of companies, I assume that the process of growing together will be smooth and rapid.”

Alexander Holtappels, Founder and Managing Director of SABIO: “Serviceware is the ideal partner for us. We are excited about a joint future, because our solutions complement each other perfectly. SABIO will strongly supplement the Serviceware platform in particular in the field of customer self-service processes. As a result of the optimisation of self-service processes, our customers can already save today up to 30 percent of the costs arising there, whilst securing a higher quality. Serviceware will in future cover the value chain in Enterprise Service Management even more extensively. We very much appreciate being part of an owner-managed German software company in the future and playing a leading role together in a new area of the software market.“

About Serviceware SE

Serviceware is a leading provider of software solutions for digitising and automating service processes, that enterprises can use to improve their service quality and efficiently manage their service costs. The unique, integrated, and modular ESM platform comprises the proprietary software solutions helpLine (service management), anafee (financial management) and Careware (field and customer service management). Serviceware has more than 500 customers from a wide range of industries, including nine DAX-listed companies and four of the seven largest German companies. The company is headquartered in Bad Camberg, Germany. At the end of fiscal year 2016/17 Serviceware had 285 employees.

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