Is it possible to configure ERMS in Multi Client environment

Hi All,
I am currently working on a requirement where in we have a single CRM Instance connected to multiple back end ECC Systems. We have a client set up in CRM fore each ECC System. Each ECC System address the requirements specific to a region. Coming to the issue, can we have ERMS set up to handle e-mails sent by contact persons/business partners from different ECC Systems and route this to appropriate agent in CRM. Say a customer from region2 has sent a complaint via e-mail, in this case it should go to  Agent created in Client2. Any pointers on how this can be modelled... do we have any limitations on ERMS being extended to multiple clients.
Thanks,
Udaya

Hi Udaya,
Sounds Interesting requirement !
From the very fact that the BP Master data is client specific, which means that all the client specific customer will be stored in those respective clients, so the emails which come into the CRM system should be destined directly to the ERMS email ids created for multiple clients.
That is, you need to configure ERMS receiving email ids in your CRM system for all the clients.
Then, you need to map all these email ids in the transaction SO28 against the ERMS BOR.
In this way, the email from the customer can be sent to that specific client.
But, there is a problem:
Let say, the customer from client2 had sent an email to the ERMS email id in the CRM system client 100, then as per the mapping in the transaction SO28 the ERMS workflow can be triggered. This will perfectly work !
But if the customer is restricted to send his/her emails only to a common unique customer care id, then there will be problem of differentiating the clients.
Other possible way could be to configure ERMS email ids for all the clients and map the same in SO28.
But again, the problem is, if the customer from all the clients can send emails to only one ERMS email id, then this unique email id should be mapped with different ERMS client email ids in the SMTP Plug-In level itself (I am not sure if this can be possible to map different emails ids in the SMTP level) and
there should be some logic/rule to distingush the CRM client(based upon the customer email id) and then based upon the mapping in the SMTP level, the SAPConnect can then trigger the respective ERMS workflow for the ERMS email id, as maintained in transaction SO28.
The above discussed information are subjected to probability and am not sure whether all the stated information can be possible, but just thought of a way for your requirement from ERMS perspective.
So now the point that we need to know is, whether an email id can be mapped with multiple client specific ERMS email ids in the SMTP plugin level ? If yes, then is there a logic/rule can be impossed for this mapping, based upon the incoming customer email id or something like that ?
Sorry Udaya, I could think only to this much from the ERMS side and couldn't reach out till the STMP level.
Hope these information will help you in your further researches for your requirement.
Thanks & Best Regards,
Vinod

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