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Function documentationE-Mail Response Management System


E-Mail Response Management System (ERMS) is a tool for managing large amounts of incoming e-mail. Instead of routing all incoming e-mails into one queue, ERMS provides services for automatically processing and organizing incoming e-mail. There are several automated activities that reduce the need for manual intervention by interaction center agents, thus substantially increasing efficiency and processing accuracy, by helping agents to process e-mail in less time and allowing them to provide the same quality response regardless of agent skill level. ERMS provides tools for agents to efficiently and consistently respond to messages, and for managers to administer, monitor, and report on the whole e-mail process.

SAP delivers preconfigured ERMS settings and functions that you can extend using custom coding.


  • Organizational Management in SAP CRM

    Defines how e-mails are routed and to what groups or organizations and how they are going to handle and process e-mails. You can route e-mails to an organizational unit or responsible group, a position, or even an individual user. The e-mails are routed to the agents' inboxes where they are processed.

  • Mail Forms

    Customizes personalized e-mail content used in auto acknowledgements, auto responses, standard responses, including tracking text for service tickets and cases.

  • SAP Business Workflow

    Enables automated processing and routing of e-mails. For more information, see Workflow for ERMS.

  • SAPconnect

    Receives inbound and sends outbound e-mails. Once e-mails are received, SAPconnect creates SAP office documents, which are then processed by SAP Business Workflow.

  • Multilevel Categorization

  • E-Mail Response Management System Analytics

    Allows you to generate reports and analyze your ERMS processing on historical data. You can analyze historical ERMS e-mail volume, handling time, response time and service level.


Manager Features and Tools for Productivity

The CRM WebClient UI is available for modeling rules and categories, and for monitoring and viewing analytics.

Agent Features and Tools for Productivity

  • Agent Inbox in the Interaction Center WebClient

    Central location in which agents receive and respond to e-mails. E-mails are integrated with other communication channels.

  • E-Mail Threading

  • Automatic Business Object Creation

    Interaction records, along with appropriate interaction reasons, and service tickets can be created and associated to incoming e-mails automatically. For more information, see the Create Interaction Record and Create Service Ticket actions detailed in the actions and parameters table in ERMS Rule Policies.

Automated Features

  • ERMS Responses

  • E-Mail Filtering

    Certain incoming e-mails that are not relevant for agent processing, such as out-of-office replies, spam, or bounced e-mails, can be filtered or deleted based upon the e-mail subject or content.

  • Rules

    These identify and determine the automated processing of e-mails.

  • E-Mail Routing

    Incoming e-mails can be routed to particular queues or agent groups that are most capable of responding to the issue in the e-mail. For example, you can route e-mails that contain foreign languages to queues in which agents are fluent in that language.

  • Content Analysis and Fact Gathering

    The system analyzes attributes and content regarding each incoming e-mail and stores it in a fact base, enabling the use of the data for making decisions in respect to categorizing, routing, and automatic responses.

  • E-Mail Escalation

  • Web Forms

    In addition to accepting incoming e-mails, it is also possible to accept information created from a Web form on a Web site.

  • Support of Multiple Incoming and Outgoing E-Mail Addresses

    You can define multiple incoming e-mail addresses. You can also define multiple outgoing addresses that agents can change when they are responding to e-mails.

More Information

Setting Up ERMS