SAP and Henkel Team Up to Streamline Returns and Exchanges
SAP SE and Henkel AG & Co. KGaA have jointly developed a smart solution using SAP AI Services to improve how returns and exchanges are handled. This collaboration focuses on making the dispute management process faster and more efficient by automating key tasks.
Automating Dispute Management with AI
The new solution, called FSCM DDM Indexing, uses AI to automatically sort and analyze claim-related documents. This reduces manual work by extracting important information from customer claims early in the process. The result is quicker case creation and fewer errors, turning a traditionally slow task into a smooth and customer-friendly experience.
Dimitri Lerner, Henkel’s corporate director of value chain platform, highlighted the benefits: “SAP’s AI-enabled solution will help us streamline our dispute management process, reducing manual labor and the time required for dispute resolution.”
Handling Complex Claims Across 79 Countries
Henkel operates worldwide with well-known brands like Persil, Schwarzkopf, Dial, and Purex. Managing claims across multiple regions means dealing with different policies and a large volume of documents. The AI solution automates document retrieval from a central inbox and improves how reason and location codes are assigned, speeding up the entire returns process.
Logged claims feed into Henkel’s business performance data, offering real-time insights and supporting end-to-end management of returns and exchanges.
Enhancing Productivity and Customer Experience
Sindhu Gangadharan, head of SAP’s Customer Innovation Services, stated, “This solution simplifies dispute processing and improves end-user productivity. It’s an example of how AI can deliver measurable business benefits at scale.”
For customer support and management teams, this means less time spent on manual claim handling and more focus on resolving issues efficiently.
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