This is a great article from CNET on enterprise software and how email fits into workflow.  It never ceases to amaze me how dependent companies are on email to support and execute core business processes and also how this seems to come as a surprise when they take a hard look at messaging activity and patterns (we do this for customers with our MAPs).  Enterprise software companies have automated core business processes through ERP, CRM, SFA, etc. type applications and end-users use email to serve as the de facto integration broker among them. 

It struck both of us that the problem with enterprise software is that it tends to forget how people actually work. Things like CRM, ECM, etc., tend to require users to change their normal behavior to fit the application. As a result, they tend to not get used, or at least not unless someone threatens to withhold compensation.

These enterprise systems take a backseat to email.  Want to find the most recent account status?  Check email, not the sales force automation system.  Want to know where goods are in a supply chain?  Check the Excel spreadsheet attached to an email from your supplier, not the supply chain management system.

E-mail becomes the easiest route to group participation, because few have to be goaded into creating and sending email, and because it should be possible to capture the information contained within that email to inform CRM, ERP, etc. systems.

The article discusses the need to make the mail client the primary point of interface as that is where people spend most of their day anyway.  Reminded me of the feedback from the compliance folks at the securities firms where in order to conduct NASD 3010 mandated surveillance they wanted the interface to "look like Outlook."