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E-Mail Response Management System (ERMS) in SAP CRM 2007

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Why do we need E-Mail Response Management System (ERMS)? E-Mail is becoming the most used and predominant medium for communications between human beings and human beings and systems. E-Mails from marketing campaign can be personalized and generated in mass. Millions of email response should be processed in the Interaction Center.
As IDC prediction, in 2006, there're 60 billions emails a day, about 50% of them are spam. In 2005, in the interaction center channel, about 14 billions phone calls have been processed, however there are 7 billion emails and 6 billion web self-service (forms) have come into the interaction center.

How to process the emails and self-service web forms efficiently and easily becomes an urgent issue. Now we are ready for all of these with ERMS.

E-Mail Response Management System (ERMS) in SAP CRM 2007 Interaction Center Webclient

E-Mail Response Management System (ERMS) is a tool for managing large amounts of incoming e-mail. Instead of routing all incoming e-mails into one queue, ERMS provides services for automatically processing and organizing incoming e-mail. There are several automated activities that reduce the need for manual intervention by interaction center agents, thus substantially increasing efficiency and processing accuracy, by helping agents to process e-mail in less time and allowing them to provide the same quality response regardless of agent skill level. ERMS provides tools for agents to efficiently and consistently respond to messages, and for managers to administer, monitor, and report on the whole e-mail process.

SAP delivers preconfigured ERMS settings and functions that you can extend using custom coding.

CY Consulting has experienced in ERMS with Interaction Center for E-Mail Channel. We can set up the ERMS scenario within days.

<ERMS process diagram>


ERMS: Routing the mails all through to the Agent Inbox

SAP Connect

SAPconnect provides a standard interface for external communication, which supports sending using telecommunication services, such as FAX, text messages (pager/SMS), Internet mail and X.400, as well as sending to printers and between different SAP Systems. It enables external communication components to be connected to the SAP System.?
SAPconnect provides a direct connection to the Internet through the SMTP plug-in of the SAP Web Application Server. This enables you to send and receive Internet mails, faxes and text messages (pager/SMS) directly, without having to use additional external communication systems.

Usually the CRM system would not receive the mails from the internet. However most of the customers would send emails from CRM systems to internet emails for workflow email notification and so on. SMTP server is required and it's easy to customize the feature.

To enable the email receiving in CRM system is more complicated. SAPConnect interface and service should be activated. Some parameters should be defined for the instance. When the mail receiving is OK, how to send the mails into the SAP system is another issue. To solve this issue, we should know something about the email routing systems. In this way, SAP CRM is a mail server, it can receive the mail from the outside world. What we want to do is to route/forward the mails to the SAP systems. In Exchange server or Domino, we can do this settings to forward some mails to CRM systems so that SAPconnect in the CRM system can receive the mails.

If we don't have the mail systems, for testing purpose, we can set up a email server like CMailServer and use PortMap1.6 to map the port so that mails can be sent the the SAP systems.

CY Consulting is specialized in this area. We can set up SAPConnect, mail servers so that mails can go into SAP CRM systems instantly for further processing in SAP CRM.

SAP Business Workflow for SAP CRM ERMS

When an email hits the SAPConnect, an mail item in SAP workplace (SAP GUI) is created. However this is not adequate for mail processing in Interaction Center context where agent will use IC Inbox instead of client-based Workplace.

Workflow system should be customized and initialized. Related ERMS workflow should be activated. So that the mails getting to the SAPconnect would trigger the workflow for ERMS processing.

Fact Gathering and Rule Policies

ERMS would gather the information of the mail into XML data as fact sheets. We can use the facts collected in the rule policies. We can define the rules freely so that in which conditions which actions would be triggered. For example, we can route the mails according to the email subject and body content, or the mail priority, the language, the senders. We can delete the mail as SPAM with a SPAM rule. We can send the auto-reply mails with specific forms and information. We can almost do whatever we want.

<Live Demo in a reference customer: ERMS Rule Policies>

CRM Interaction Center Inbox

This is another big part. We can use the agent inbox to call up incoming e-mail messages, work items, and various business objects for display or processing. The agent inbox is a central worklist that the entire team can use to work on incoming objects.

First look: Routing the mails into the Agent Inbox

<Live Demo in a reference customer: SAP CRM Agent Inbox: E-Mail from ERMS>

More Information

Last Updated@September 2008
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