CUSTOMER SERVICE × SAGE
Sage100 in customer service: the answer starts with the order.
Your customer asks about their order. With the connection by iwm, you see the matching data from Sage100 directly in Customer Service powered by GREYHOUND. Payment status, shipping information and order items accompany the inquiry, so you can tailor your reply to the current ticket.
- View payment and shipping status from Sage100
- Find the matching orders for a customer inquiry
- Connect specific Sage company databases to your service
Connect customer communication with the information from your order processing.
First the overview, then the details
Open an inquiry and understand its status in Sage.
Has the order been paid? Has it already shipped? The configurable preview above the inquiry shows you the selected Sage data. You decide which details your team sees there first, such as the payment status, the payment method or the shipping information.
If you need more context, you find the other order data in the sidebar. You can assign messages to the matching order. For a follow-up question by phone or chat, the integrated search field helps you open the ticket directly.
<strong>From the first overview to the details your reply needs.</strong>
What belongs to the order
Check the item. See the incoming payment. Track the shipment.
A follow-up question often concerns only part of the order. The Sage connection shows you the list of items and adds order and purchase comments to the ticket. Payment method, current status and tracking number help you plan the next steps. For more details, you can switch from the item view to Sage.
This way, your team has the information where it is needed: <strong>Right with the customer inquiry.</strong>
The right Sage company database
Search for order data where the inquiry belongs.
If your company works with several Sage company databases, you create a separate connection for each one you need. The database and company determine which Sage data each connection uses.
Use the recipient addresses to define which incoming e-mails trigger an order search. This way, you can focus the search on the right service addresses. You can also set messages about the same Sage order to be grouped automatically under a shared ticket number.
Prepare replies with Sage data
Answer recurring questions without retyping order data.
For similar requests, you store shared text templates. When you reply via the sidebar, the Sage add-on provides variables from the customer and order data it found. These values can flow directly into your wording.
The add-on help shows which variables are available. You can also select a frequently used base text template for quick access. Your team adds the information still missing for the specific request to the prepared reply.
Questions about your Sage order
Payment, items or shipping: the reply relates to the order.
Data protection & hosting
Use Sage data in your service and set up access to fit.
During setup, you define which user groups may see the Sage connection and its settings. Customer Service powered by GREYHOUND provides the following foundations for handling customer communication and order data.
Hosting in Germany
GDPR-compliant use
Role and permission concept
Optional self-hosted operation
Connect Sage100 with iwm
Align connection, company database and service addresses.
For the connection, you need Sage100 with a valid license and the interface from iwm. In the Sage add-on settings, enter the API URL, database, company and login credentials. Assign the recipient addresses for the order search and check the configuration with “Test connection”. The guide walks you through setup and visibility for user groups.
FAQ
Frequently asked questions about Sage by iwm
You see the related customer and order data with current status, list of items, payment method and shipping information. Order and purchase comments add to the ticket. The preview line gives you the selected details at a glance; the sidebar shows the other data for handling the inquiry.
Yes. You can define which details appear in the preview line, and how many. In the connection settings, you can also add custom fields from Sage to the sidebar. To do so, enter the field identifier from Sage and the display name you want.
For another company database, you create an additional connection with the respective login credentials, the database and the company name. Use the “Recipient” field to control for which e-mail addresses this connection searches for order data. This lets you assign the search to the right service mailbox.
The Sage add-on offers configurable automatic ticket assignment. With the prefix enabled and the matching assignment, messages about the same Sage order can be grouped under a shared ticket number. If automatic assignment is disabled, you link them manually.
When you reply to or write a message via the sidebar, the add-on provides variables for the customer and order data it found. You find the available values and their names in the add-on help. You can use these variables in messages and text templates. You can also select a base text template for quick access.
The connection links important order, invoice and customer numbers. Through them, you open the related record in Sage. You check and handle an order change or cancellation there; changes to customer master data are also made in the third-party system.
You need a Core license for Customer Service powered by GREYHOUND, the Sage connection and Sage100 with a valid Sage100 license. The interface for Sage100 is developed and maintained by iwm Informationstechnik GmbH. The individual connection details must be available for setup. Clarify the requirements and terms on the partner side with iwm.
Once the connection is provided, open the Sage add-on settings. Enter the API URL, database, company, user and password. Enter the recipient addresses for the order search, check your entries with “Test connection” and save the configuration. Also consider visibility for user groups. You can find the full guide at https://docs.greyhound-software.com/tools/addons/greyhound-connect-fuer-sage.
You can find the current pricing overview for Customer Service powered by GREYHOUND at https://jtlelementorstaging.kinsta.cloud/de/customer-service/preise. Additional costs may apply on the partner side for the interface maintained by iwm. Have iwm confirm the current terms.
You can open the matching order via the integrated search field, even if the question does not arrive by e-mail. This gives you access to the related information from Sage, and you can check the current status during the conversation.
No. You can keep using Sage100 for your order processing and set up the connection via the interface from iwm. Customer Service powered by GREYHOUND adds a shared view of customer communication and Sage order data to your existing workflow. You do not need to switch to ERP from JTL.
