Service reimagined

Unified service: The key to global success

How Döhler transformed fragmented processes into an intelligent, scalable service platform.

Döhler, a leading digital innovator in the food & beverage industry, faced the challenge of delivering consistent service for 9,500 employees across more than 50 locations. By implementing SAP Enterprise Service Management (ESM), the company built an integrated service platform that, for the first time, brings together cross‑channel ticketing processes, real‑time tracking, and AI‑powered support. The HR pilot project immediately proved its value and created the blueprint for scalable, company‑wide service management.

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Global Player

About Döhler Group

Döhler is a global leader in manufacturing, marketing and supplying technology-based natural ingredients and integrated solutions. With over 9,500 employees in more than 130 countries, the company continuously drives digital innovation.

Industry: Consumer goods (Food & Beverage)
Revenue: > €3,5 Bn
Employees: 9.500+
Headquarters: Darmstadt, Germany

The starting point

Inconsistency slows efficiency

Non-standardized processes caused friction across the entire organization.

Fragmented systems

Service requests were handled in multiple disconnected systems – inefficient and without end‑to‑end visibility.

Lack of transparency

Employees lacked tools to efficiently categorize, prioritize, and process requests.

Local variations

Inconsistent ways of working led to fluctuating service quality, hidden bottlenecks, and overall lower performance.

Next-Generation Service

A connected service platform

Together with SAP and Solvia, Döhler implemented one of the first deployments of SAP ESM.

SAP Enterprise Service Management (ESM)

Introduction of a central platform, starting with HR as the pilot use case for excellent service.

Omnichannel approach

Consolidated communication via email and intranet widgets on a single platform.

AI-powered efficiency

Automated case summaries, email creation and evaluations for faster responses.

Key Performance Indicators

The numbers speak for themselves

The HR pilot delivered immediate, measurable results for productivity and satisfaction.

Process acceleration

In handling HR requests.

Productivity increase

Through fewer email interactions.

Time savings

when sending emails, thanks to AI powered recommendations.

Management Statement

Focus on transparency

Visibility that builds trust and improves service.

It’s about transparency, follow-up, having your requests visible as an employee and being served by the organization.

Justus Kienert

Head of Business Excellence, Döhler Group

Deep Dive

Architecture & Outlook

The blueprint for a future‑proof service architecture

Discover in the full report how Döhler is successfully using the platform and which insights the pilot project has delivered. The initiative received the SAP Innovation Award in 2025.