SAP Newsbyte – August 12, 2025 – The SAP SE (NYSE: SAP) and Henkel AG & Co. KGAA, a leading worldwide provider of consumer goods, have jointly developed a AI solution that makes the return and complaint process more efficient and customer-friendly at Henkel. Based on SAP AI Services, the solution automates the indexing and classification of complaint documents and thus sets new standards for customer satisfaction and operational efficiency.
The solution developed for Henkel’s financial and supply chain processes analyzes cost adjustments and clarification cases by automatically extracting and assigning relevant information from documents. The early involvement of the AI into the dispute settlement process significantly reduces manual effort, accelerates and precisely accelerates the case processing and transforms a time -consuming process into a quick and customer -friendly experience.
“SAP’s AI solution helps us optimize our processes by reducing manual activities and shortening the processing time,” says Dimitri Lernner, Corporate Director Value Chain Platform at Henkel. “In the course of our digital transformation, close cooperation with SAP not only contributes to relieving our employees, but also improves the quality of the interaction with our customers.”
Henkel is known for brands such as Persil, Schwarzkopf, Dial and Purex and in 79 countries. For the Düsseldorf consumer goods group, the processing of large quantities of complex and inconsistently structured complaint documents was a central operational challenge – a previously manual and time -consuming process. The new AI solution now completely automates this process: it recognizes relevant data such as justification and location codes and evaluates the documents accordingly. This increases the accuracy in the entire process. The data recorded flow directly into the company’s performance indicators and enable data -based control of operational processes in real time.
“We accompany Henkel in digital transformation with innovations that solve operational challenges,” said Sindhu Gangadharan, head of SAP Customer Innovation Services. “Our AI solution simplifies the processing of clarification cases, increases productivity and thus impressively proves how SAP enables measurable, scalable business success.”
Contact person for the press:
Katrin Pommer, +49 (0) 151 18 96 84 93, katrin.pommer@sap.com (cest)
SAP press area; press@sap.com
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