E-Mail Response Management

System
ERMS
E-Mail Response Management System
(ERMS) is a tool for managing large
amounts of incoming e-mails
ERMS provides services for
automatically processing and organizing
incoming e-mail

ERMS provides tools for Agents to efficiently
and consistently respond to messages.
ERMS provides tools for Managers to
administer, monitor, and report on the whole
e-mail process.
ERMS provides automated processing that
uses standard procedures to automatically
route or respond to incoming mails without
manual intervention
Manager Features
Easy-to-use interfaces are available for
modeling rules and categories, and for
monitoring and viewing analytics.
Rule Modeler:used to create, modify,
and administer rules that are used for
the handling and evaluation of all
incoming e-mails
Manager Features
Rule Modeler
ERMS Simulator
Email Workbench
ERMS Analytics







ERMS Simulator
simulator allows you to simulate the
results of new or changed rules edited
in the Rule Modeler before they are
released.
You see how incoming e-mail receipt
and processing in your interaction
center (IC) would be affected or
impacted.
You also see a detailed view of the
resulting actions and categorizations for
those e-mails.
The ERMS simulator gives you the
advantage of changing your rules and
adjusting them accordingly, based upon
the simulation results before the rules
go live.
The ERMS simulator uses existing e-
mails that were already received and
processed as a sample e-mail base. You
see how those e-mails would have been
affected if your rules were used to
process them.
E-mail Workbench
The e-mail workbench is an overview of e-
mail processing in your interaction center and
a means to mass process e-mails.
You can monitor agent activity, look at queue
volumes and statistics, process escalated e-
mails, and perform manual operations for e-
mails, such as searching, routing, forwarding,
recategorizing, and deleting e-mails.


You can view individual details for each
e-mail including the e-mail text, Rules
that processed the e-mail, associated
categories, Fact Base, and Automated
Processing log.
ERMS Analytics
analytics consists of monitoring and reporting
capabilities that allow you to monitor and
manage the configuration, settings, and
performance of your ERMS
You can use reports to obtain information
about the necessary key performance
indicators for a performance analysis of
interaction centers using ERMS.
You can use these key performance
indicators to reassess the strategy of
each interaction center in terms of
agent utilization, organization of the
ERMS configuration, and so on
Agent Features
Responses
Email Editor
Agent Inbox
Email Threading
Agent Features
Responses
There are several types of responses
that can be used to automate e-mail
processing.
This automated processing saves
agents time in compiling and searching
for information and ensures consistent
handling and messaging to customers.
Email Editor
Function in the Interaction Center (IC)
WebClient that allows processing of
incoming and outgoing e-mails.
Agent Inbox in the IC
WebClient
Agent inbox is used to call up incoming
e-mail messages, work items, and
various business objects for display or
processing.
The agent inbox is a central worklist
that the entire team can use to work on
incoming objects.
E-Mail Threading
E-mail threading can be used for service
tickets and cases to link e-mails to the
associated business object, keeping all
communication and related e-mails together
for easy access to the information, regardless
who handles the business object.
E-mail threading also enables the routing of
e-mails to the person who is responsible for
that business object if the customer sends
the e-mail back to the interaction center.
Automated Features
Automated Processing
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.
Rules
Content Analysis
Escalations
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.
Rules
Combination of conditions and actions
used in rule evaluation to determine the
routing of incoming e-mails in the ERMS
Rules are created and maintained in
rule folders.
The folders are used to group related
rules.
Content Analysis
This function identifies for a specified content
the categories that best suit this content and
makes automatic category suggestions.
The suitable categories are determined by
means of content queries, which were
assigned in the BSP application category
editor to the schemas that are used
E-Mail Escalation
E-mails can be escalated if they are not
processed within a specific period of
time.
For example, e-mails that are not
processed within 24 hours after the
initial receipt are escalated.
You can define the time periods that
determine the escalation.
You can get notified and view escalated
e-mails as soon as the escalation
occurs.
From reviewing escalated e-mails, you
can reroute the e-mail or decide on
another action to speed up processing.
Workflows for ERMS
1. ERMS allows automated processing of
inbound e-mails received via SAPconnect.
2. E-mails can be automatically responded to
or sent to an agent group for manual
processing.
3. An inbound communication triggers the
workflow template WS00200001 which
controls the work item processing and fulfills
several tasks.
The most important tasks are:
Determining the responsible agent
group and routing the work item to that
group
Deleting and stopping further manual
processing
Technical Details
Workflow Template:WS00200001
Triggering Event:Mailreceived
Busnness Object:ERMSSUPRT
Methods:
RECEIVE :Receives the mail from
SAPconnect
RULEEXECUTION:Raises the event
MailReceived and triggers workflow
Setting up ERMS
PPOC :Create Organizational model
SWU3:Maintain workflow standard
settings
CRMC_IC_AUIADDR :Define receiving
e-mail addresses.
SO28:Assign receiving e-mail addresses
to ERMS workflow
CRMC_IC_MAIL_WF :Assign agents for
e-mail handling.
SWETYPV: Activate event linkage
CRM_ERMS_OUTG_EMAIL :Define
outgoing e-mail addresses
PFCG: Assign user ID to the
SAP_PCC_IC_MANAGER role in role
maintenance