Trending Articles
Trending Topics
Trending
Henkel has partnered with SAP to develop an AI-powered solution designed to help speed up and improve the accuracy of its return and exchanges process.
The German-based consumer goods and adhesives giant, whose brands include Persil, Schwarzkopf, Dial and Purex, operates in 79 countries, and processes large volumes of diverse and complex claim documentation from customers across multiple markets. Each country has its own rules and policies for returns.
To speed up this process, Henkel and SAP have codeveloped a solution called financial and supply chain management deduction and dispute management indexing (FSCM DDM Indexing). The new solution uses SAP AI Services to automatically process and extract relevant information from customer claim documents.
SAP said that by embedding AI Services into the early stages of the dispute resolution lifecycle, it minimises what was typically a manual and time-consuming process and improves the accuracy during the case creation stage.
Henkel’s Corporate Director of Value Chain Platform, Dimitri Lerner, said the solution marks an important step in the company’s digital transformation.
“SAP’s AI-enabled solution will help us streamline our dispute management process, reducing manual labour and the time required for dispute resolution,” he said.
“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.”
The AI-assisted claim solution has also been built to automate the retrieval of documents from a central inbox, and that it can analyse the documents to determine reason codes and location codes. Once logged, these claim are integrated into Henkel’s business performance data, giving the company real-time insights into its operations and enable end-to-end process management. SAP noted that this speeds up and improves the accuracy of the returns and exchanges process.
“We are proud to support Henkel in its digital journey by delivering innovations tailored to its business processes while addressing operational challenges,” said SAP Customer Innovation Services Head Sindhu Gangadharan.
“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.”
