{"id":1972,"date":"2026-01-28T10:22:31","date_gmt":"2026-01-28T09:22:31","guid":{"rendered":"https:\/\/cx.solviads.com\/?page_id=1972"},"modified":"2026-03-06T08:30:47","modified_gmt":"2026-03-06T07:30:47","slug":"dohler-esm","status":"publish","type":"page","link":"https:\/\/cx.solviads.com\/en\/case-studies\/dohler-esm\/","title":{"rendered":"D\u00f6hler ESM"},"content":{"rendered":"\r\n<section id=\"block_c697d4dd5a7d4b63322fc4205e54d155\" class=\"mv-text\">\r\n    \r\n    <div class=\"mv-text__inner-container mv-inner-container mv-container-width-default\">\r\n\r\n        \r\n                    <div class=\"mv-text__headline-wrapper\">\r\n\r\n                \r\n                <div class=\"mv-text__headline mv-headline mv-headline--style-display-2 mv-headline--align-left\">\r\n\r\n                                            <span class=\"mv-headline__overline\">\r\n                            Service reimagined                        <\/span>\r\n                    \r\n                                            <h1 class=\"mv-headline__headline\">\r\n                            Unified service: The key to global success                        <\/h1>\r\n                    \r\n                                            <div class=\"mv-headline__subline\">\r\n                            How D\u00f6hler transformed fragmented processes into an intelligent, scalable service platform.                        <\/div>\r\n                    \r\n                <\/div>\r\n\r\n            <\/div>\r\n        \r\n\r\n                    <div class=\"mv-text__content-wrapper mv-headline\">\r\n                <p>D\u00f6hler, a leading digital innovator in the food &amp; 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\u2011channel ticketing processes, real\u2011time tracking, and AI\u2011powered support. The HR pilot project immediately proved its value and created the blueprint for scalable, company\u2011wide service management.<\/p>\n            <\/div>\r\n        \r\n\r\n                                <div class=\"mv-text__button-wrapper mv-text__button-wrapper--align-left\">\r\n                <a href=\"https:\/\/cx.solviads.com\/en\/gated\/doehler-esm\/\"\r\n                   class=\"mv-text__button mv-button mv-button--accent\"\r\n                   target=\"_self\"\r\n                   >\r\n                    Download Case Study                <\/a>\r\n            <\/div>\r\n        \r\n    \r\n        \r\n    <\/div>\r\n<\/section>\n\n\r\n<section id=\"block_d5eff4affdf665b6fc7c9dba333352e6\" class=\"mv-text-image\">\r\n    \r\n    <div class=\"mv-text-image__inner-container mv-inner-container mv-container-width-default mv-text-image__inner-container--img-right mv-text-image__inner-container--valign-center mv-text-image__inner-container--img-size-full\">\r\n\r\n        <div class=\"mv-text-image__text-column\">\r\n            \r\n                            <div class=\"mv-text-image__headline-wrapper\">\r\n\r\n                    \r\n                    <div class=\"mv-text-image__headline mv-headline mv-headline--style-h2 mv-headline--align-left\">\r\n                                                    <span class=\"mv-headline__overline\">Global Player<\/span>\r\n                        \r\n                                                    <h2 class=\"mv-headline__headline\">About D\u00f6hler Group<\/h2>\r\n                        \r\n                                            <\/div>\r\n\r\n                <\/div>\r\n            \r\n            \r\n                            <div class=\"mv-text-image__content-wrapper\">\r\n                    <p>D\u00f6hler is a global leader in manufacturing, marketing and supplying technology-based natural ingredients and integrated solutions.\u00a0With over 9,500 employees in more than 130 countries, the company continuously drives digital innovation.<\/p>\n<ul>\n<li><strong>Industry<\/strong>: Consumer goods (Food &amp; Beverage)<\/li>\n<li><strong>Revenue:<\/strong>\u00a0&gt; \u20ac3,5 Bn<\/li>\n<li><strong>Employees:<\/strong>\u00a09.500+<\/li>\n<li><strong>Headquarters:<\/strong>\u00a0Darmstadt, Germany<\/li>\n<\/ul>\n                <\/div>\r\n            \r\n            \r\n            \r\n        <\/div>\r\n\r\n        <div class=\"mv-text-image__image-column\">\r\n                            <img loading=\"lazy\" decoding=\"async\" width=\"720\" height=\"411\" src=\"https:\/\/cx.solviads.com\/app\/uploads\/teaser-doehler-esm.jpg\" class=\"mv-text-image__image\" alt=\"\" srcset=\"https:\/\/cx.solviads.com\/app\/uploads\/teaser-doehler-esm.jpg 720w, https:\/\/cx.solviads.com\/app\/uploads\/teaser-doehler-esm-300x171.jpg 300w\" sizes=\"auto, (max-width: 720px) 100vw, 720px\" \/>                    <\/div>\r\n\r\n    <\/div>\r\n<\/section>\n\n\r\n<section class=\"mv-feature-grid\">\r\n    <div class=\"mv-feature-grid__inner-container mv-inner-container mv-container-width-default\">\r\n\r\n                                <div class=\"mv-feature-grid__main-headline-wrapper\">\r\n                <div class=\"mv-feature-grid__main-headline mv-headline mv-headline--style-h2 mv-headline--align-center\">\r\n                                            <span class=\"mv-headline__overline\">The starting point<\/span>\r\n                                                                <h2 class=\"mv-headline__headline\">Inconsistency slows efficiency<\/h2>\r\n                                                                <div class=\"mv-headline__subline\">Non-standardized processes caused friction across the entire organization.<\/div>\r\n                                    <\/div>\r\n            <\/div>\r\n        \r\n                    <div class=\"mv-feature-grid__items-wrapper\">\r\n                                                        <div class=\"mv-feature-grid__item mv-item-align-center\">\r\n                        <div class=\"mv-feature-grid__item-icon-wrap\">\r\n                                                            <img decoding=\"async\" src=\"https:\/\/cx.solviads.com\/app\/uploads\/silos.svg\" alt=\"\" class=\"mv-feature-grid__item-icon-svg\" \/>\r\n                                                    <\/div>\r\n\r\n                        <div class=\"mv-feature-grid__item-content-wrap\">\r\n                                                            <div class=\"mv-feature-grid__item-headline mv-headline mv-headline--style-h4 mv-headline--align-center\">\r\n                                                                                                                <div class=\"mv-headline__headline\">Fragmented systems<\/div>\r\n                                                                                                        <\/div>\r\n                                                        \r\n                                                            <div class=\"mv-feature-grid__item-text\">\r\n                                    <p>Service requests were handled in multiple disconnected systems \u2013 inefficient and without end\u2011to\u2011end visibility.<\/p>\n                                <\/div>\r\n                                                    <\/div>\r\n\r\n                                            <\/div>\r\n                                                        <div class=\"mv-feature-grid__item mv-item-align-center\">\r\n                        <div class=\"mv-feature-grid__item-icon-wrap\">\r\n                                                            <img decoding=\"async\" src=\"https:\/\/cx.solviads.com\/app\/uploads\/transparency.svg\" alt=\"\" class=\"mv-feature-grid__item-icon-svg\" \/>\r\n                                                    <\/div>\r\n\r\n                        <div class=\"mv-feature-grid__item-content-wrap\">\r\n                                                            <div class=\"mv-feature-grid__item-headline mv-headline mv-headline--style-h4 mv-headline--align-center\">\r\n                                                                                                                <div class=\"mv-headline__headline\">Lack of transparency<\/div>\r\n                                                                                                        <\/div>\r\n                                                        \r\n                                                            <div class=\"mv-feature-grid__item-text\">\r\n                                    <p>Employees lacked tools to efficiently categorize, prioritize, and process requests.<\/p>\n                                <\/div>\r\n                                                    <\/div>\r\n\r\n                                            <\/div>\r\n                                                        <div class=\"mv-feature-grid__item mv-item-align-center\">\r\n                        <div class=\"mv-feature-grid__item-icon-wrap\">\r\n                                                            <img decoding=\"async\" src=\"https:\/\/cx.solviads.com\/app\/uploads\/earth.svg\" alt=\"\" class=\"mv-feature-grid__item-icon-svg\" \/>\r\n                                                    <\/div>\r\n\r\n                        <div class=\"mv-feature-grid__item-content-wrap\">\r\n                                                            <div class=\"mv-feature-grid__item-headline mv-headline mv-headline--style-h4 mv-headline--align-center\">\r\n                                                                                                                <div class=\"mv-headline__headline\">Local variations<\/div>\r\n                                                                                                        <\/div>\r\n                                                        \r\n                                                            <div class=\"mv-feature-grid__item-text\">\r\n                                    <p>Inconsistent ways of working led to fluctuating service quality, hidden bottlenecks, and overall lower performance.<\/p>\n                                <\/div>\r\n                                                    <\/div>\r\n\r\n                                            <\/div>\r\n                            <\/div>\r\n            <\/div>\r\n<\/section>\n\n\r\n<section id=\"block_fb5077952afaff8e1d028c0aa36b6027\" class=\"mv-text mv-spacing-bottom-l\">\r\n    \r\n    <div class=\"mv-text__inner-container mv-inner-container mv-container-width-default\">\r\n\r\n        \r\n                    <div class=\"mv-text__headline-wrapper\">\r\n\r\n                \r\n                <div class=\"mv-text__headline mv-headline mv-headline--style-h2 mv-headline--align-center\">\r\n\r\n                                            <span class=\"mv-headline__overline\">\r\n                            Next-Generation Service                        <\/span>\r\n                    \r\n                                            <h2 class=\"mv-headline__headline\">\r\n                            A connected service platform                        <\/h2>\r\n                    \r\n                                            <div class=\"mv-headline__subline\">\r\n                            Together with SAP and Solvia, D\u00f6hler implemented one of the first deployments of SAP ESM.                        <\/div>\r\n                    \r\n                <\/div>\r\n\r\n            <\/div>\r\n        \r\n\r\n        \r\n\r\n        \r\n    \r\n        \r\n    <\/div>\r\n<\/section>\n\n\n<div class=\"mv-content-grid-wrapper\">\n    <div  class=\"mv-content-grid mv-grid-layout-33-33-33 mv-grid-gap-default mv-grid-align-start\">\n        <div class=\"mv-inner-container mv-container-width-default\">\n            <div class=\"mv-content-grid__inner\">\n                <div class=\"acf-innerblocks-container\">\n\r\n<section id=\"block_a6b8e7be9c6487491ac4d5788eb22b19\" class=\"mv-text\">\r\n    \r\n    <div class=\"mv-text__inner-container mv-inner-container mv-container-width-default\">\r\n\r\n        \r\n                    <div class=\"mv-text__headline-wrapper\">\r\n\r\n                \r\n                <div class=\"mv-text__headline mv-headline mv-headline--style-h4 mv-headline--align-center\">\r\n\r\n                    \r\n                                            <h3 class=\"mv-headline__headline\">\r\n                            SAP Enterprise Service Management (ESM)                        <\/h3>\r\n                    \r\n                    \r\n                <\/div>\r\n\r\n            <\/div>\r\n        \r\n\r\n                    <div class=\"mv-text__content-wrapper mv-headline\">\r\n                <p style=\"text-align: center\">Introduction of a central platform, starting with HR as the pilot use case for excellent service.<\/p>\n            <\/div>\r\n        \r\n\r\n        \r\n    \r\n        \r\n    <\/div>\r\n<\/section>\n\n\r\n<section id=\"block_3a35caba65aad2b1620d166b036a1262\" class=\"mv-text\">\r\n    \r\n    <div class=\"mv-text__inner-container mv-inner-container mv-container-width-default\">\r\n\r\n        \r\n                    <div class=\"mv-text__headline-wrapper\">\r\n\r\n                \r\n                <div class=\"mv-text__headline mv-headline mv-headline--style-h4 mv-headline--align-center\">\r\n\r\n                    \r\n                                            <h3 class=\"mv-headline__headline\">\r\n                            Omnichannel approach                        <\/h3>\r\n                    \r\n                    \r\n                <\/div>\r\n\r\n            <\/div>\r\n        \r\n\r\n                    <div class=\"mv-text__content-wrapper mv-headline\">\r\n                <p style=\"text-align: center\">Consolidated communication via email and intranet widgets on a single platform.<\/p>\n            <\/div>\r\n        \r\n\r\n        \r\n    \r\n        \r\n    <\/div>\r\n<\/section>\n\n\r\n<section id=\"block_d77e9c61ac6ee4daed38220e2140bada\" class=\"mv-text\">\r\n    \r\n    <div class=\"mv-text__inner-container mv-inner-container mv-container-width-default\">\r\n\r\n        \r\n                    <div class=\"mv-text__headline-wrapper\">\r\n\r\n                \r\n                <div class=\"mv-text__headline mv-headline mv-headline--style-h4 mv-headline--align-center\">\r\n\r\n                    \r\n                                            <h3 class=\"mv-headline__headline\">\r\n                            AI-powered efficiency                        <\/h3>\r\n                    \r\n                    \r\n                <\/div>\r\n\r\n            <\/div>\r\n        \r\n\r\n                    <div class=\"mv-text__content-wrapper mv-headline\">\r\n                <p style=\"text-align: center\">Automated case summaries, email creation and evaluations for faster responses.<\/p>\n            <\/div>\r\n        \r\n\r\n        \r\n    \r\n        \r\n    <\/div>\r\n<\/section>\n<\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\r\n<section id=\"block_62ab3a224a83b4d2d6c23feceb59015c\" class=\"mv-text mv-spacing-bottom-l\">\r\n    \r\n    <div class=\"mv-text__inner-container mv-inner-container mv-container-width-default\">\r\n\r\n        \r\n                    <div class=\"mv-text__headline-wrapper\">\r\n\r\n                \r\n                <div class=\"mv-text__headline mv-headline mv-headline--style-h2 mv-headline--align-center\">\r\n\r\n                                            <span class=\"mv-headline__overline\">\r\n                            Key Performance Indicators                        <\/span>\r\n                    \r\n                                            <h2 class=\"mv-headline__headline\">\r\n                            The numbers speak for themselves                        <\/h2>\r\n                    \r\n                                            <div class=\"mv-headline__subline\">\r\n                            The HR pilot delivered immediate, measurable results for productivity and satisfaction.                        <\/div>\r\n                    \r\n                <\/div>\r\n\r\n            <\/div>\r\n        \r\n\r\n        \r\n\r\n        \r\n    \r\n        \r\n    <\/div>\r\n<\/section>\n\n\n<div class=\"mv-counter mv-spacing-top-default mv-spacing-bottom-default\">\n    <div class=\"mv-counter__inner-container mv-inner-container mv-container-width-default\">\n                    <div class=\"mv-counter__grid\">\n                                    <div class=\"mv-counter__item\">\n                        <div class=\"mv-counter__number-wrapper\">\n                            <span class=\"mv-counter__number\" data-count=\"+33%\">0<\/span>\n                        <\/div>\n                                                    <div class=\"mv-counter__title\">Process acceleration<\/div>\n                                                                            <div class=\"mv-counter__text\">In handling HR requests.<\/div>\n                                            <\/div>\n                                    <div class=\"mv-counter__item\">\n                        <div class=\"mv-counter__number-wrapper\">\n                            <span class=\"mv-counter__number\" data-count=\"4x\">0<\/span>\n                        <\/div>\n                                                    <div class=\"mv-counter__title\">Productivity increase<\/div>\n                                                                            <div class=\"mv-counter__text\">Through fewer email interactions.<\/div>\n                                            <\/div>\n                                    <div class=\"mv-counter__item\">\n                        <div class=\"mv-counter__number-wrapper\">\n                            <span class=\"mv-counter__number\" data-count=\"80%\">0<\/span>\n                        <\/div>\n                                                    <div class=\"mv-counter__title\">Time savings<\/div>\n                                                                            <div class=\"mv-counter__text\">when sending emails, thanks to AI powered recommendations.<\/div>\n                                            <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n\n\r\n<section id=\"block_1a1d485bfcee635a12235e7beff8b4ba\" class=\"mv-text mv-spacing-bottom-l\">\r\n    \r\n    <div class=\"mv-text__inner-container mv-inner-container mv-container-width-default\">\r\n\r\n        \r\n                    <div class=\"mv-text__headline-wrapper\">\r\n\r\n                \r\n                <div class=\"mv-text__headline mv-headline mv-headline--style-h2 mv-headline--align-center\">\r\n\r\n                                            <span class=\"mv-headline__overline\">\r\n                            Management Statement                        <\/span>\r\n                    \r\n                                            <h2 class=\"mv-headline__headline\">\r\n                            Focus on transparency                        <\/h2>\r\n                    \r\n                                            <div class=\"mv-headline__subline\">\r\n                            Visibility that builds trust and improves service.                        <\/div>\r\n                    \r\n                <\/div>\r\n\r\n            <\/div>\r\n        \r\n\r\n        \r\n\r\n        \r\n    \r\n        \r\n    <\/div>\r\n<\/section>\n\n\r\n<section id=\"block_53a15cd8bf867e81717042bf0f3814a4\" class=\"mv-swiper\">\r\n    \r\n    <div class=\"mv-swiper__inner-container mv-inner-container mv-container-width-default\">\r\n\r\n        <div class=\"swiper mv-swiper__swiper-container js-mv-swiper-standard-container\" data-swiper-options='{&quot;navigation_enabled&quot;:true,&quot;pagination_enabled&quot;:true}'>\r\n\r\n            <div class=\"swiper-wrapper\">\r\n\r\n                \r\n                    <div class=\"swiper-slide mv-swiper__slide mv-swiper__slide--layout-image_left\">\r\n                        \r\n                        <div class=\"mv-swiper__text-content\">\r\n                            \r\n                                                            <div class=\"mv-swiper__testimonial-wrapper\">\r\n                                                                            <div class=\"mv-swiper__quote\">\r\n                                            It\u2019s about transparency, follow-up, having your requests visible as an employee and being served by the organization.                                        <\/div>\r\n                                                                        \r\n                                    <div class=\"mv-swiper__author\">\r\n                                                                                    <div class=\"mv-swiper__name\">Justus Kienert<\/div>\r\n                                                                                \r\n                                                                                    <div class=\"mv-swiper__meta\">Head of Business Excellence, D\u00f6hler Group<\/div>\r\n                                                                            <\/div>\r\n                                <\/div>\r\n\r\n                                <div class=\"mv-swiper__decoration\">\r\n                                    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\"><path d=\"M9.983 3v7.391c0 5.704-3.731 9.57-8.983 10.609l-.995-2.151c2.432-.917 3.995-3.638 3.995-5.849h-4v-10h9.983zm14.017 0v7.391c0 5.704-3.748 9.571-9 10.609l-.996-2.151c2.433-.917 3.996-3.638 3.996-5.849h-3.983v-10h9.983z\"\/><\/svg>\r\n                                <\/div>\r\n\r\n                            \r\n                            \r\n                        <\/div>\r\n\r\n                                                    <div class=\"mv-swiper__image-wrapper\">\r\n                                <img loading=\"lazy\" decoding=\"async\" width=\"720\" height=\"415\" src=\"https:\/\/cx.solviads.com\/app\/uploads\/doehler-kundenstimme.jpg\" class=\"mv-swiper__image\" alt=\"\" srcset=\"https:\/\/cx.solviads.com\/app\/uploads\/doehler-kundenstimme.jpg 720w, https:\/\/cx.solviads.com\/app\/uploads\/doehler-kundenstimme-300x173.jpg 300w\" sizes=\"auto, (max-width: 720px) 100vw, 720px\" \/>                            <\/div>\r\n                        \r\n                    <\/div>\r\n\r\n                \r\n            <\/div>\r\n\r\n                            <div class=\"swiper-pagination\"><\/div>\r\n            \r\n                    <\/div>\r\n\r\n    <\/div>\r\n<\/section>\n\n\r\n<section id=\"block_70cbc847f427c5993b6860e3cf3ad97c\" class=\"mv-text-image\">\r\n    \r\n    <div class=\"mv-text-image__inner-container mv-inner-container mv-container-width-default mv-text-image__inner-container--img-right mv-text-image__inner-container--valign-center mv-text-image__inner-container--img-size-original\">\r\n\r\n        <div class=\"mv-text-image__text-column\">\r\n            \r\n                            <div class=\"mv-text-image__headline-wrapper\">\r\n\r\n                    \r\n                    <div class=\"mv-text-image__headline mv-headline mv-headline--style-h2 mv-headline--align-left\">\r\n                                                    <span class=\"mv-headline__overline\">Deep Dive<\/span>\r\n                        \r\n                                                    <h2 class=\"mv-headline__headline\">Architecture &amp; Outlook<\/h2>\r\n                        \r\n                                                    <div class=\"mv-headline__subline\">The blueprint for a future\u2011proof service architecture<\/div>\r\n                                            <\/div>\r\n\r\n                <\/div>\r\n            \r\n            \r\n                            <div class=\"mv-text-image__content-wrapper\">\r\n                    <p>Discover in the full report how D\u00f6hler is successfully using the platform and which insights the pilot project has delivered. The initiative received the SAP Innovation Award in 2025.<\/p>\n                <\/div>\r\n            \r\n            \r\n                                            <div class=\"mv-text-image__button-wrapper mv-text-image__button-wrapper--align-left\">\r\n                    <a href=\"https:\/\/cx.solviads.com\/gated\/doehler-esm\/\"\r\n                       class=\"mv-text-image__button mv-button mv-button--accent\"\r\n                       target=\"_self\"\r\n                       >\r\n                        Download Case Study                    <\/a>\r\n                <\/div>\r\n            \r\n        <\/div>\r\n\r\n        <div class=\"mv-text-image__image-column\">\r\n                            <img loading=\"lazy\" decoding=\"async\" width=\"298\" height=\"172\" src=\"https:\/\/cx.solviads.com\/app\/uploads\/sap-awards.png\" class=\"mv-text-image__image\" alt=\"\" \/>                    <\/div>\r\n\r\n    <\/div>\r\n<\/section>\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":1951,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1972","page","type-page","status-publish"],"acf":[],"_links":{"self":[{"href":"https:\/\/cx.solviads.com\/en\/wp-json\/wp\/v2\/pages\/1972","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cx.solviads.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/cx.solviads.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/cx.solviads.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cx.solviads.com\/en\/wp-json\/wp\/v2\/comments?post=1972"}],"version-history":[{"count":9,"href":"https:\/\/cx.solviads.com\/en\/wp-json\/wp\/v2\/pages\/1972\/revisions"}],"predecessor-version":[{"id":2100,"href":"https:\/\/cx.solviads.com\/en\/wp-json\/wp\/v2\/pages\/1972\/revisions\/2100"}],"up":[{"embeddable":true,"href":"https:\/\/cx.solviads.com\/en\/wp-json\/wp\/v2\/pages\/1951"}],"wp:attachment":[{"href":"https:\/\/cx.solviads.com\/en\/wp-json\/wp\/v2\/media?parent=1972"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}