SAP SE has announced a partnership with Henkel AG & Co. KGaA to develop an AI-powered solution aimed at improving the returns and exchanges management process. The collaboration led to the creation of a custom tool, called financial and supply chain management deduction and dispute management indexing (FSCM DDM Indexing), which uses SAP AI Services.
The new system automates the processing and extraction of information from customer claim documents. By integrating SAP AI Services early in the dispute resolution process, Henkel expects to reduce manual work and speed up case creation.
“SAP’s AI-enabled solution will help us streamline our dispute management process, reducing manual labor and the time required for dispute resolution,” said Dimitri Lerner, Henkel’s corporate director of value chain platform. “As we continue our digital transformation, the partnership with SAP will not just enable our employees to become more productive but also elevate customer experiences.”
Henkel operates in 79 countries under brands such as Persil, Schwarzkopf, Dial, and Purex. Its teams handle large volumes of claims that differ by country due to varying policies and rules. Previously managed through manual processes, these claims are now automatically retrieved from a central inbox using the new solution. The system also improves document analysis for reason codes and location codes, which is expected to increase both speed and accuracy in handling returns and exchanges. Claims data are then integrated into Henkel’s business performance metrics for real-time insights.
“We are proud to support Henkel in its digital journey by delivering innovations tailored to its business processes while addressing operational challenges,” said Sindhu Gangadharan, head of SAP’s Customer Innovation Services organization. “This solution harnesses the power of AI to simplify dispute processing and improve end-user productivity. It is an excellent example of how SAP’s innovation capabilities can deliver tangible business outcomes at scale. We look forward to deepening our collaboration with Henkel.”
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