Email Response

Management System
Features, Benefits and Product
Comparison
Proposed e-Enabled Support
Architecture
Comprehensive
Service Suite

Live Chat Support

CRM

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 Introduction
 Email Response Management is a email
CRM system that facilitates businesses to
improve the response time and provide an
alternative to call based support thereby
reducing support cost.
 The usage of emails require to be treated
similar to a call or a CRM ticket.
Business Case
 Features
 Email Processing
 Auto Acknowledgement of email requests
 Natural Language Program based Auto Response and Auto Suggest for analysts
 Workflow based email routing to business/priority/skill-set queues
 Request Handling

Dynamic Response Templates for the use of analysts
 Reminders and Notifications of not responded emails
 Auto Response and Auto Suggest
 Escalation Management for mails which cannot be resolved by L1 analysts
 Auto pushback to a central queue for unanswered emails
 Integration with KM and CRM
 Integration with KM, Self Services portal and CRM
 Analytical Reports
 Email volume trends, problem type trends, SLA tracking

Owner/Team wise resolution trends, Escalation/dispatch trends
 Agent utilization
 Benefits
 Reduced Support Cost

Reduction in cost when using email compared to a helpdesk call.
 Service Fulfillment

Follow-up with the customer becomes easy when the issue goes
to L2/L3 teams.

ERMS allows tracking of the emails/issues.

SLA management for issues raised via email.
 Business Process Automation
 Standard email handling process
 Streamline email communication before it gets messy with a
long strings of email replies.
 Comparison – ERM VS Web
Support
ERM Web
 Email to a helpdesk mailbox  Email to a helpdesk mailbox

Scripts can be written so that emails  Ticket has to be created manually
can be automatically linked to cases  Case Logs
 Case Logs 
If a customer replies, someone

Can be added by customer by needs to enter it in the case, or the
directly replying to the ackn/reply user needs to login to eSupport and
emails log the details.
 NLP based auto suggest and auto  NLP based auto suggest and auto
answer answer
 In the ackn email, ERM in integration  Not available
with KM can provide top answers for  Auto routing
the problem.

Auto suggest and dynamic templates
 Artificial Intelligence
help analysts in their replies

Not available
 Auto routing and auto assignment
 Artificial Intelligence
 Tool can learning from user
behaviour
 SWOT
 Strengths  Weakness

Support Cost reduction 
Cost of the tool

Digitization 
Technology adoption by

Promoting non-voice ticket users

 Opportunities  Threats

Comprehensive Service 
Technology adoption by
catalogue end-users/customers
 Promotion of Support
Central for email response
mgmt
 ERM Service Model
 In existing processes  Dedicated non-voice
 Streamlined email process
response  A complete non-voice desk
 SLA management  Auto case creation

Case creation when email
sent to a specific email
address, e.g.,
support@company.com or
helpdesk@company.com
 Auto dispatch to the
relevant resolver teams
 Product Comparison
 ATG Response
 Egain Email
 Clarify ERM / Clarify Cadre / Clarify
Rulemanager
 Kana Response

Comparision
 References
 Gartner Study on ERM
Gartner.pdf

 Implementing ERM Erms.pdf

 Business Value from ERM egain - best practices.pdf

ATG Response Mgmt.pdf

 ERM Features