Turning service into an intelligent, real-time experience
Döhler set out to unite customer and internal service operations across multiple lines of business with the help of AI. With the SAP Enterprise Service Management, SAP Sales Cloud, SAP Service Cloud, and Joule solutions, the food ingredients company has replaced fragmented email workflows with more-transparent, faster, and more-intelligent service at global scale.
| Industry | Region | Company Size |
| Consumer products | Darmstadt, Germany | 10,000+ employees |
less time drafting emails, accelerating responses.
productivity increase, enabling teams to handle more.
cost savings through AI, improving efficiency in service and sales.
Co-CIO and Head of Business Applications Commercial, Döhler Group
| Industry | Region | Company Size |
| Consumer products | Darmstadt, Germany | 10,000+ employees |
less time drafting emails, accelerating responses.
productivity increase, enabling teams to handle more.
cost savings through AI, improving efficiency in service and sales.
Co-CIO and Head of Business Applications Commercial, Döhler Group
Connecting global service operations for transparency and speed
Every day, Döhler Group helps shape the flavors behind global food, beverage, life sciences, and nutrition products. From local craft producers to global brands, its ingredients support a range of customers across diverse markets. Yet, behind this innovation lies a complex operating model, with 100,000 business partners in over 160 countries and a supply network of more than 50 production sites.
As service demand scaled to hundreds of thousands of requests annually, much of this work was managed through email. Customer inquiries and internal service processes were handled across personal in-boxes and loosely structured group mailboxes.
This made it difficult to maintain a consistent view of service activities. Tracking case status, ownership, and performance across teams required significant manual effort. At the same time, employees spent large parts of their day navigating email instead of working in structured systems, making it more difficult to respond quickly and improve continuously.
Without consistent visibility, Döhler had constrained insight into overall performance and opportunities for proactive improvement. As expectations for speed and consistency continued to grow, the need for greater transparency became increasingly clear.
Co-CIO and Head of Business Applications Commercial, Döhler Group
Integrating enterprise service processes on one AI-enabled platform
Döhler chose SAP solutions to support a single, integrated platform for service management and customer experience. The goal was to connect service processes directly with business data while enabling global scale and continuous innovation.
Using SAP Enterprise Service Management, SAP Sales Cloud, and SAP Service Cloud, the company centralized customer and internal requests in one structured, case-based system. This created a single repository where different service tasks are visible, routed, and managed consistently across the enterprise.
On top of this platform, embedded Joule Agents support employees directly in their daily workflows. Automated summaries replace long email threads, while intelligent classification, sentiment analysis, translation, and response suggestions help teams access information faster and respond more efficiently.
With the Joule Premium package for Customer Experience, the organization adds an intuitive, prompt-based interface that simplifies how teams interact with data, navigate cases, and manage tasks.
Building on this momentum, Döhler is taking the next step in its AI journey by co-innovating with SAP through forward-deployed engineering. Using the Sales Order Creation Agent, it can interpret incoming sales requests and transform them from unstructured inputs such as emails into structured, actionable data. The agent supports comprehensive sales order creation in SAP S/4HANA by applying business rules, validating data, and reducing manual effort.
Together with AI assistants, these capabilities create a connected service environment that improves transparency, streamlines collaboration, and prepares the organization for more advanced, AI-enhanced automation.
Co-CIO and Head of Business Applications Commercial, Döhler Group
Accelerating service performance with AI and real-time transparency
By moving to a structured, case-based approach, Döhler has significantly improved how it delivers service across the organization.
Teams now have a real-time view of service activities, including case volumes, status, and service levels. With better transparency and traceability, they can understand performance more clearly, steer operations more effectively across regions, and continuously improve operations. As a result, they can resolve end-to-end processes 33% faster, improving responsiveness across the business.
Embedded Joule Agents streamline daily work by reducing the effort required to process cases and manage communication. Automated summaries, intelligent routing, and response suggestions have slashed time spent drafting emails by 80% and boosted productivity by 400%, allowing teams to focus on higher-value tasks. With Joule Premium for Customer Experience, employees also benefit from faster access to information and a more intuitive way to manage tasks, further accelerating response times.
These improvements have increased productivity by 30%, enabling teams to manage more requests consistently while supporting a smooth transition from self-service to assisted service. AI-enabled assistants help resolve requests faster and guide more complex cases to the right teams. At the same time, optimized workflows drive 25% cost savings across service and sales processes, improving operational efficiency at scale.
Finally, the agent for sales order creation improves accuracy and responsiveness while reducing manual effort across ERP processes. This helps the company shorten innovation cycles and accelerate sample-to-order conversion, laying a foundation for more-autonomous service execution.
Co-CIO and Head of Business Applications Commercial, Döhler Group
Expanding AI-driven service innovation across the enterprise
To align with evolving business needs, Döhler continues to advance its service model toward an AI-first future. With service processes managed in a unified, structured platform, the company is well positioned to scale automation and introduce more-advanced AI capabilities.
With AI agents, trusted data, and integrated business processes already working together across service and ERP, Döhler is establishing a foundation for adopting future capabilities of the Autonomous Enterprise—moving toward an operating model where technology increasingly supports faster decision-making, reduces manual effort, and enables more-autonomous execution across the enterprise.
By combining human expertise with intelligent automation, Döhler is strengthening its ability to deliver fast, transparent, and scalable service while continuing to “bring ideas to life.”
Want to know more about Döhler?
Elevating service excellence and empowering employees with SAP Enterprise Service Management (SAP Innovation Awards Submission)
From ingredients to impact: How Döhler built a data fabric for data and AI (SAP Video)
How did robust customer services help create the perfect recipe for extended planning and analytics? (SAP Business Transformation Study)