mySAP CRM E-Mail Response Management System

Rule Modeler Lets You Automate Email Handling Without ABAP Coding

  • by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP
  • December 15, 2006
E-Mail Response Management System (ERMS) can automatically classify, route, and handle incoming email and Web forms. Find out how you can use Rule Modeler, a tool that supports ERMS, to configure email rules and policies.
Key Concept

Rule Modeler lets business users create email rules without ABAP coding. It incorporates related business partner (contextual) data, such as Customer Lifetime Value (CLV), churn rate, and marketing attributes. This tool also considers transactional business data, such as number of open service tickets, service ticket priority or status, and service level agreement information. For example, using contextual data allows E-Mail Response Management System to determine that an email is from a high-value customer with an open service issue. mySAP CRM, in turn, can trigger an escalation notification to a manager or supervisor if a call center agent has not picked up and processed the email within a given period of time, such as one hour.

SAP introduced E-Mail Response Management System (ERMS) with the SAP CRM 4.0 Add-on for Service Industries; it’s standard with mySAP CRM 2005. ERMS allows you to deal with the increasing number of emails that you receive in your customer interaction center. ERMS consists of services to organize incoming emails automatically and features to help users create reply emails. It also includes tools for monitoring and reporting to let managers see the volume and distribution of incoming emails across the Interaction Center (IC).

Let me explain a little about how ERMS works. Then I’ll show you how you can use Rule Modeler, an ERMS tool, to set up and edit email rules and policies for both free-form email and Web form email. You can read more about the differences between these two email types in the sidebar, “Web Form versus Free Form.”

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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