Automated Processing
Purpose
An E-Mail Response Management System (ERMS) handles large amounts of incoming e-mails. Automated processing uses standard procedures to automatically route or respond to incoming mails in a timely, efficient manner without manual intervention.
Process Flow
Automated processing begins once an inbound e-mail enters the SAP CRM system. It ends once an e-mail response or solution is sent to the customer or when the e-mail arrives in the Interaction Center (IC) WebClient agent inbox.
There are two views of automated processing: