Henkel Adhesive Technologies( HAT) has undergone a significant transformation of its B2B Customer Service operations evolving from a purely email-based service model to a fully integrated omnichannel experience, combining email, telephony, and chat, all enhanced by Artificial Intelligence.

Starting with approximately 1,000 Service Cloud users globally, HAT partnered with Salesforce to unify its customer service channels on a single platform. This enabled service agents to seamlessly switch between email, phone, and chat interactions— giving customers the flexibility to engage on their preferred channel while ensuring HAT teams maintain a consistent,

“ Our partnership with Salesforce reaches back to 2022, when Henkel Adhesive Technologies selected the Salesforce Service Cloud to become the Global Customer Service hub, offering a future-proof, state-of-the-art customer interaction functionality to support our teams in managing and serving customers globally.”- Sjoerd Fierstra from Henkel

360 ° view of every customer. Powered by Salesforce’ s AI capabilities and Agentforce, HAT is now deploying intelligent case classification, routing automation, and AI-assisted service replies significantly reducing response times and manual effort. Agents are empowered with contextual data and next-best-action recommendations in real time.

The result: a faster, smarter, and more customer-centric service operation that not only improves satisfaction scores but also reduces cost per interaction positioning Henkel Adhesive Technologies as a leader in B2B customer experience transformation.