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Industry
Manufacturing
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Case Studies
12 Nov 2025
Highlights
- Henkel Adhesive Technologies, a business unit of Henkel, wanted to automate its order management process to improve operational efficiency. Previously, these orders were manually entered into the system which was time consuming.
- TCS put in place a new order management system based on SAP Invoice Management by OpenText that automated processes and reduced manual intervention.
- The order management platform transformed the client’s business, streamlined processes, improved customer experience, and ensured compliance at every step.
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Overview
With a history of more than 145 years, Henkel is a global company that employs around 50,000 people across 124 countries with leading innovations, brands, and technologies in two business areas: adhesive technologies and consumer brands.
The adhesive technologies business is recognized for its comprehensive range of adhesives, sealants, and functional coating solutions. To sharpen its competitive edge, Henkel Adhesive Technologies has taken a definitive step in its digitalization efforts. The business unit, with the support of TCS, has automated its order management process, resulting in significantly more efficient operations.
Challenge
Henkel Adhesive Technologies receives about a million orders annually, with a total of about four million order lines through email.
These orders come in various formats such as PDF, Microsoft Word, Excel files, and scanned documents. Customer service representatives, or global business service teams, enter these orders manually into the corresponding SAP application. This is time-consuming and leads to delays. Hence, a solution was needed.
Henkel chose OpenText’s product, and after a thorough assessment, selected TCS to support its implementation. During the briefing that followed, TCS demonstrated strong alignment with the project requirements and Henkel’s corporate culture. Moreover, TCS’ previous association with OpenText further bolstered Henkel’s confidence in its project execution capabilities.
Solution
The TCS project team determined the requirements of Henkel’s customer service departments.
Adopting a solution-oriented approach, TCS worked closely with Henkel’s IT team to create a uniform design template for all national subsidiaries. A realistic demo environment communicated the functionality and benefits of the approach to the decision makers. The TCS team implemented a new order management system based on SAP Invoice Management by OpenText, completing the project both on budget and within the specified 18-month period. In addition, TCS experts provided staff training and assisted with the accompanying change management, ensuring a smooth transition to the new solution.
Swipe LeftSwipe RightTCS’ solutions-oriented approach, combined with their profound understanding of our business needs and willingness to go the extra mile, has not only enhanced our operational efficiencies but has also elevated the overall customer experience.
Manuel Lara Mariño
Global Performance Manager, OTC Automation, Adhesive Technologies, Henkel
Benefits
The new system optimized and standardized the ordering processes in all Henkel Adhesive Technologies national subsidiaries.
Orders in all common file formats and from all communication channels can now be processed automatically. The easy-to-use single application for checking and releasing orders has made employees more productive, saving a lot of their time that is now used for core business activities.
Some of the key business impacts are:
- Streamlined document-centric accounts receivable process.
- Automated validation, routing, and fulfilment processes for an enhanced customer experience.
- Failproof compliance at every stage of the process owing to the pre-configured rules, roles, actions, and industry best practices deployed by TCS.
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