CUSTOMER SERVICE × REMIRA COMMERCE Cloud
REMIRA COMMERCE Cloud: order data becomes an answer.
Paid, shipped or still in progress? Connect REMIRA COMMERCE Cloud with Customer Service powered by GREYHOUND. While you read a customer inquiry, the related order data is at hand. For further processing, you open the matching record in REMIRA.
- Assign orders automatically or find them via the search field
- View payment, items and shipping for the customer question
- Continue working directly in REMIRA via linked reference numbers
For service teams that bring orders
and customer questions together.
OPEN THE INQUIRY, PLACE THE ORDER
A question about an order. The information is already assigned.
Your customer wants to know whether their payment has arrived. While you read their message, REMIRA Connect shows the current order status and the related order information in the sidebar. You can check the question against the data from REMIRA COMMERCE Cloud.
Incoming messages are automatically assigned to the matching order. If the customer gets in touch by phone or fax, you use the integrated search field to open the order yourself. This way, you have the order context even without an automatically assigned e-mail.
From the request to the matching order, without having to gather the information first.
SEE THE ORDER AND ITS PROCESSING STATUS TOGETHER
Check payment, items and shipping together.
For reliable information, the actual status of the order is what counts. REMIRA Connect shows you order and process data in Customer Service powered by GREYHOUND. Besides payment and shipping information, you can view ordered items and existing order and purchase comments.
This way, your team has the information where it is needed:
Right with the customer inquiry.
USE THE PREVIEW AS A STARTING POINT
The essentials in the e-mail view. More details in REMIRA.
Which order belongs to the selected customer e-mail? The field view already shows you whether data from REMIRA COMMERCE Cloud exists for it. You decide which customer, item or shipping information appears in the preview line and how detailed this overview is.
If the preview is not enough for your reply, linked order, invoice and customer numbers take you to the matching record in REMIRA. From the list of items, you open the detail view. You then make changes to an order or to customer master data in REMIRA COMMERCE Cloud.
ANSWER SIMILAR QUESTIONS WITH THE RIGHT DATA
One reply template for your team. Order data for the individual case.
For recurring questions, your team does not have to write every sentence from scratch. In Customer Service powered by GREYHOUND, you create shared text templates, for example for information about payment or shipping. The connection adds available real-time data from REMIRA COMMERCE Cloud to these templates.
You choose the right template, check the order details and address the specific question. For information your team needs regularly, you can also define in the Addon Manager whether, and which, order data is copied into custom fields.
FOUR QUESTIONS FROM CUSTOMER SERVICE
What your customer wants to know and where you look it up.
Data protection & hosting
Connect customer communication with controlled access.
With the REMIRA connection, customer questions and order information are handled together. Customer Service powered by GREYHOUND provides the following foundations for hosting, data privacy and access rights.
Hosting in Germany
GDPR-compliant use
Role and permission concept
Optional self-hosted operation
PREPARE API ACCESS WITH REMIRA
Connect REMIRA: enter credentials and test the connection.
Request API access from REMIRA if you do not have it yet. Once REMIRA Connect is provided, you create a connection in the Addon Manager. Select the live system, or the staging system for a test. Enter the Exchange Point ID, user ID and access key. Test the connection, then set it to “Active” and save the configuration.
FAQ
Frequently asked questions about the REMIRA connection
REMIRA Connect automatically assigns incoming messages to the respective order and shows the related order data in the sidebar. While you read or answer the inquiry, you can see the current status and the available order information.
The integrated search field helps you find the matching order manually. You can use it, for example, when a customer gets in touch by phone or fax and there is no automatically assigned e-mail.
The connection provides order and purchase information, including payment, item and shipping data. This includes available process data such as payment method and tracking number, as well as order and purchase comments. With this information, you can check, for example, whether an order has been paid or the goods have already shipped.
For changes, you switch to the corresponding record in REMIRA COMMERCE Cloud via a linked reference number. There, you can edit the order or make a possible cancellation. Changes to customer master data are also made in the third-party system. The direct link saves you from searching for the record again.
For inquiries with similar content, you can create shared text templates in Customer Service powered by GREYHOUND. The connection supports adding available real-time data from REMIRA COMMERCE Cloud to them. Check the details and adapt the reply to the customer’s request before you send it.
You decide which, and how many, customer, item or shipping details are already shown in the field view of an e-mail. The preview also shows whether data exists in REMIRA COMMERCE Cloud for the selected customer e-mail. In the Addon Manager, you can also define whether, and which, order data is copied into custom fields.
- Core license for Customer Service powered by GREYHOUND
- Remira Commerce Cloud API
- REMIRA Connect
Open “Extensions > Addon Manager”, add a connection and select “Remira”. Decide whether you want to connect the live system or, for testing, the staging system. Enter the Exchange Point ID, user ID and access key, and click “Test connection”. If the connection succeeds, set it to “Active” and save. You can find the full guide, including notes on self-hosted operation, here: https://docs.greyhound-software.com/tools/addons/remira-connect.
The current terms for Customer Service powered by GREYHOUND are available at https://jtlelementorstaging.kinsta.cloud/de/customer-service/preise.
Yes. According to the guide, you can select the staging system for testing when you set up the connection. For live operation, you select the live system. With “Test connection”, you check whether the credentials you entered allow a connection to REMIRA.
No. The connection links Customer Service powered by GREYHOUND directly with the order information from REMIRA COMMERCE Cloud. You do not need an additional ERP from JTL. You handle customer communication in Customer Service; you make further changes to the order in REMIRA.
