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by Bhanupratap Singh, Consultant, Infosys Technologies, Ltd. | Vishal Mani, SAP CRM Practice Lead, Knack Systems March 17, 2011
BI/Financials/HR/SAP Professional Journal/SCM – 

The Email Response Management System (ERMS) can manage bulk emails coming into the system from external stakeholders. It has many uses, including rule-based email routing and assignment, email filtering, content analysis and fact gathering, inbound email linkage to service transactions (e.g., service requests), and escalation management.