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Döhler Group Consumer Products | MEE SAP Enterprise Service Management
Consumer Products
Döhler is a global producer, marketer and provider of technology-driven natural ingredients, ingredient systems and integrated solutions for the global food, beverage and nutrition industry. With over more than 50 production sites, Döhler serves customers in more than 160 countries worldwide.
SAP SuccessFactors SAP Service Cloud SAP Integration Suite
60% of All Requests
Headquarters Germany
Products Marketer and provider of natural ingredients
Web Site döhler.com
To HR are via the Self-Service widget since Go-Live with SAP Enterprise Service Management 33% Reduced Resolution Time From 3 to 2 working days 4x Increase In productivity from using SAP Enterprise Service Management forms for gathering information
Business Challenges • Managing all HR-related internal requests, queries, and exceptions not handled by other systems • Providing transparency for HR teams on internal communications and collaboration, and a single entry- point for employees to connect with HR and track their query progress • Leveraging AI and machine learning to enhance internal service delivery performance • Measuring HR process efficiency by quantifying request lifecycles to build insightful performance KPIs and identify bottlenecks Customer Benefits • SAP Enterprise Service Management accelerates HR response times, enabling efficient ticket handling and data-driven decisions, reducing interactions from four emails to one • Omnichannel solution integrates service management, enabling continuous monitoring and improving service quality and employee engagement globally • The HR pilot provides a scalable and future-ready model for extending SAP Enterprise Service Management practices to other departments
“SAP Enterprise Service Management for HR is a huge step towards a more digital and therefore, more transparent and structured way of work.”
Paul Wittig Head of HR Operations & Services Döhler Group
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