One-to-One Email Integration for MS Outlook Demystified

  • by Nikolaj Stadler, Senior Consultant, IBM Global Business Services, Denmark
  • June 15, 2007
SAP CRM 2005 offers one-to-one email integration, which enables you to transfer email directly from Microsoft Outlook into SAP CRM. You can interface inbound and outbound emails with SAP CRM via the People-Centric User Interface, then store the emails as activities. Follow the steps to set up this integration and see how you can customize it to meet your needs.
Key Concept

Business Server Page (BSP) applications allow you to develop Internet-based programs in SAP CRM. You define the look and feel along with the flow logic within BSP. It uses SAP function modules, Business Application Programming Interfaces (BAPIs), and inserted ABAP code for the business flow and to retrieve data from the SAP CRM system via server-side scripting.

Small and medium-sized companies (SMBs) often do not have a full-scale call center or Internet service solution integrated with SAP CRM. In this case, email and faxes do not go directly into SAP CRM, so the system has no way of tracking them. However, with SAP CRM 2005, you can integrate SAP CRM with your email program, such as Microsoft Outlook.

This enables SAP CRM to record the incoming email and the reply as a single activity for the customer in Activity Management, which provides a simple way to keep track of email interaction. This integration ensures that you don’t lose any email interaction in personal inboxes.

In a recent implementation that I worked on, the company found this to be a great help because the service personnel did not have to open two SAP CRM activities to see the inbound and outbound emails. It provided a better overview of the correspondence and saved time and money.

Before this functionality was provided, email correspondence between, for example, a salesperson and a customer was not registered in SAP CRM — the email just stayed in the receiver’s email inbox. In a service scenario this could be correspondence regarding a quotation or contract-related questions and issues. It could also be emails about support or any other business that is important to keep in its context, thus providing a complete overview of the interactions in relation to a specific case.

I’ll provide step-by-step instructions for configuring the integration between SAP CRM and Microsoft Outlook and explain how to transfer email between the two systems. Then I will show you how to make the integration work from another Microsoft Outlook folder, so you can have multiple folders to track — for example, lead and opportunity correspondence.

Nikolaj Stadler

Nikolaj Stadler works at IBM Global Business Services in Denmark. He is a certified SAP CRM and SAP HR solution consultant and has worked with SAP systems since 1998, including experience with several international SAP CRM projects. Nikolaj’s areas of expertise include SAP CRM Sales, PCUI, IC WebClient, and groupware integration.


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