Improve Your Response to Emails with Web Forms

  • by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP
  • Rai Ramprasad, Senior Developer, SAP
  • November 15, 2007
By providing a structured Web-form interface for customers, rather than allowing them to send free-form emails, organizations can greatly increase the ability of E-Mail Response Management System to correctly process emails.
Key Concept

A Web form is an Internet application designed to resemble a real-world paper form. It normally resides on an organization’s corporate Web site. After a user fills out the form and clicks on a submit button, the system sends the data to a server for processing. Web forms can use any number of technologies such as Java (including Java Server Pages) or Microsoft ASP.NET.

John Burton

John Burton is a director of product management at SAP and is responsible for the SAP CRM Interaction Center (including ERMS) and social CRM topic areas. John has 13 years of experience at SAP and has been involved with SAP CRM and the Interaction Center since 1999. He is also the author of Maximizing Your SAP CRM Interaction Center, available at the SAPinsider Store. John is an alumnus of the University of Michigan and Central Michigan University. John can be found on LinkedIn at

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Rai Ramprasad

Rai Ramprasad is a senior developer at SAP for the CRM development team in Palo Alto. Having joined SAP in December of 1995, presently Rai is engaged in the integration of rule framework in SAP CRM Marketing applications. He has experience in a wide array of technologies and applications: assembly language programming, real-time kernels to ABAP, and CRM on-premise and on-demand applications.

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