Email Response Management System
An E-Mail Response Management System (ERMS), often also called E-Mail Management System, is a database-based application and is used for the structured, automated and traceable processing of large quantities of incoming e-mails .
Goals of an ERMS:
- Accelerated case-closing processing of emails
- Increase in efficiency and agent performance
- Increase the consistency of the answers
- Prioritized processing
- Documentation of the e-mail volume and individual processes
- Increase in customer satisfaction