Henkel and SAP Forge Ahead with AI-Powered Returns and Exchanges Management
Düsseldorf, Germany & Walldorf, Germany – August 12, 2025 – In a significant step towards optimizing customer experience and operational efficiency, Henkel, a global leader in adhesives, beauty care, and laundry & home care, has announced a strategic partnership with SAP to implement an innovative AI-assisted returns and exchanges management process. This collaboration signifies a shared commitment to leveraging cutting-edge technology to streamline a crucial, yet often complex, aspect of the retail and consumer goods landscape.
The announcement, published by SAP on August 12, 2025, highlights Henkel’s proactive approach to enhancing its post-purchase customer journey. By integrating artificial intelligence into its returns and exchanges operations, Henkel aims to provide a more seamless, responsive, and personalized experience for its customers. This move is expected to not only improve customer satisfaction but also to generate valuable insights that can inform product development and inventory management.
Traditionally, managing product returns and exchanges can be a labor-intensive and time-consuming process, often involving manual verification, routing, and customer communication. The partnership with SAP signals a move towards a more intelligent and automated approach. The AI-powered system is designed to analyze various data points, such as the reason for return, product condition, and customer history, to facilitate faster decision-making and more efficient processing.
This innovative solution is expected to bring several key benefits to Henkel’s operations. Firstly, it will enable a more streamlined and potentially automated evaluation of return requests, speeding up the approval or rejection process. Secondly, AI can assist in identifying patterns in returns, providing Henkel with deeper insights into product quality, customer preferences, and potential areas for improvement. Furthermore, by optimizing the reverse logistics flow, the partnership aims to reduce operational costs and minimize waste, contributing to Henkel’s sustainability goals.
For customers, the impact of this initiative is anticipated to be overwhelmingly positive. A more efficient and transparent returns process can significantly enhance customer loyalty and trust. Imagine receiving quicker resolutions for product issues or effortless exchanges, all facilitated by intelligent systems working behind the scenes. This partnership underscores Henkel’s dedication to putting the customer at the forefront of its business strategy.
The collaboration with SAP, a renowned leader in enterprise software solutions, provides Henkel with access to robust and scalable technology. SAP’s expertise in areas like customer relationship management (CRM), supply chain management, and advanced analytics will be instrumental in developing and deploying this sophisticated AI-assisted system.
As businesses across all sectors increasingly recognize the importance of exceptional customer service, particularly in the post-purchase phase, this partnership between Henkel and SAP serves as a compelling example of how AI can be strategically deployed to drive tangible business outcomes and create a more customer-centric future. The successful implementation of this AI-assisted returns and exchanges management process is poised to set a new benchmark for the industry, demonstrating the transformative power of intelligent technology in enhancing operational excellence and customer satisfaction.
Henkel Partners with SAP to Implement AI-Assisted Returns and Exchanges Management Process
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SAP published ‘Henkel Partners with SAP to Implement AI-Assisted Returns and Exchanges Management Process’ at 2025-08-12 07:00. Please write a detailed article about this news in a polite tone with relevant information. Please reply in English with the article only.