Use Email Forms in ERMS to More Effectively Reply to Customer Messages

  • by Bhanupratap Singh, Consultant, Infosys Technologies, Ltd.
  • Vishal Mani, SAP CRM Practice Lead, Knack Systems
  • March 17, 2011
Learn how to use email forms in the Email Response Management System to reply to customer queries and complaints. Find out how to monitor those responses more efficiently via tracking text, which enables email linking to the appropriate service transaction.
Key Concept
The Email Response Management System (ERMS) is a tool that provides functionalities to efficiently manage a large volume of email traffic and related responses. Using ERMS, organizations can effectively automate the entire process of routing, monitoring, and response. Additionally, ERMS facilitates email association with follow-up service transactions, which reduces manual intervention for a large queue of emails.

One of the key features of SAP CRM Service Management is the Email Response Management System (ERMS), which has the ability to manage bulk emails coming into the system from your external stakeholders. ERMS provides various functionalities, including:

  • Rule-based email routing and assignment
  • Email filtering
  • Content analysis and fact gathering
  • Inbound email linkage to service transactions (e.g., service requests)
  • Responses with predefined content and embedded tracking IDs
  • Auto responses
  • Escalation management

ERMS caters to your customer-service-related processes. With increasing use of the Web and email by an organization’s customer base, it has become imperative for companies to support the email channel for customer service. Email communication also turns out to be an economical alternative to voice-based customer support. By enabling more accurate, quicker responses, ERMS can create value for your organization in terms of improved customer satisfaction.

Looking at the above list of ERMS features, let’s discuss how to prepare predefined responses and embed tracking text IDs using mail forms. These features help agents create quick and consistent responses for inbound mails. They also help in tracing further email communication with the original sender, and association with follow-up service transactions to increase customer service efficiency. 

Bhanupratap Singh

Bhanupratap Singh is a consultant with Infosys Technologies, Ltd. He has more than three years of SAP consulting experience in the SAP CRM Service module.

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Vishal Mani

Vishal Mani is an SAP CRM Practice Lead for Knack Systems. He has been working in the CRM domain for over 10 years, working with multiple clients across the globe on major transformation programs. Currently he manages the CRM practice, where he is responsible for new generation solution concepts, project delivery, customer satisfaction, and team management. He is a certified SAP CRM Marketing Consultant.

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