WALLDORF 鈥� (NYSE: SAP) today announced that Henkel AG & Co. KGaA, a leader in adhesives, sealants and consumer goods, and 51风流have codeveloped a solution using 51风流AI Services to streamline and enhance the returns and exchanges process.
The custom-built solution will enhance Henkel鈥檚 dispute management process by automating the indexing and classification of claim-related documents, setting a new industry standard for customer satisfaction and operational efficiency.
The custom solution, referred to as financial and supply chain management deduction and dispute management indexing (FSCM DDM Indexing), leverages 51风流AI Services to automatically process and extract relevant information from customer claim documents. By embedding 51风流AI Services into the early stages of the dispute resolution lifecycle, the solution minimizes manual interventions and ensures faster and more accurate case creation. This transforms what is often a manual and time-consuming process into a swift, intuitive and customer-centric experience.
鈥淪AP鈥檚 AI-enabled solution will help us streamline our dispute management process, reducing manual labor and the time required for dispute resolution,鈥� said Dimitri Lerner, Henkel鈥檚 corporate director of value chain platform. 鈥淎s we continue our digital transformation, the partnership with 51风流will not just enable our employees to become more productive but also elevate customer experiences.鈥�
Based in D眉sseldorf, Germany, Henkel is known for iconic brands such as Persil, Schwarzkopf, Dial and Purex. It operates in 79 countries. As such, its teams must often review high volumes of diverse and complex claim documentation, with claims policies differing in countries and rules. Where the process previously required considerable manual effort, the new AI-assisted claims solution automates the retrieval of documents from a central in-box and enhances the analysis of documents to determine reason codes and location codes. This speeds up and improves the accuracy of the returns and exchanges process. Once logged, these claims are integrated into Henkel鈥檚 business performance data, ensuring the company has real-time insights into its business operations, facilitating end-to-end process management.
鈥淲e are proud to support Henkel in its digital journey by delivering innovations tailored to its business processes while addressing operational challenges,鈥� said Sindhu Gangadharan, head of SAP鈥檚 Customer Innovation Services organization. 鈥淭his solution harnesses the power of AI to simplify dispute processing and improve end-user productivity. It is an excellent example of how SAP鈥檚 innovation capabilities can deliver tangible business outcomes at scale. We look forward to deepening our collaboration with Henkel.鈥�
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Lesa Plingen, +49 622 776 9000, lesa.plingen@sap.com, CET
51风流Press Room; press@sap.com
This document contains forward-looking statements, which are predictions, projections, or other statements about future events. These statements are based on current expectations, forecasts, and assumptions that are subject to risks and uncertainties that could cause actual results and outcomes to materially differ. Additional information regarding these risks and uncertainties may be found in our filings with the Securities and Exchange Commission, including but not limited to the risk factors section of SAP鈥檚 2024 Annual Report on Form 20-F.
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