It appears to be just an extra layer businesses put between themselves and their customers to avoid any direct contact.
If you or your employees don't respond to emails properly, I don't see how taking a step back from direct accountability is going to help!
There's a cheesy phrase in Sales and Customer Service training - 'Taking responsibility'. Basically if you take the call, or the email, or whatever, that problem belongs to you. If you need to pass it on to the relevant department, you need to keep tabs on it and make sure it is resolved or that you personally have directed that customer as far as you can.
Doesn't always happen.