CUSTOMER SERVICE × SOFTENGINE ERP
SoftENGINE ERP in customer service. From inquiry to order.
Connect SoftENGINE ERP with Customer Service powered by GREYHOUND. Your team sees order status, payment and shipping right next to the customer inquiry. Configurable previews and links to SoftENGINE workflows help you put information into context and, when needed, continue working on the right record.
- Automatically match customer inquiries to the right order
- Open customer, document and CRM records via workflows
- Use custom fields in previews and text templates
For retail teams who answer customer questions with concrete order data.
BRING ORDER AND INQUIRY TOGETHER
A follow-up question comes in. The order data is ready.
A customer asks about their order. With SoftENGINE ERP Connect, you see the related customer, order and shipping information directly in Customer Service powered by GREYHOUND. The sidebar shows the current order status while you read and answer the inquiry.
Incoming messages are automatically matched to the right order. If the follow-up question comes in by phone or chat, the built-in search helps you open the ticket. This lets you use the available information during the conversation, too.
<strong>You answer the request with the right order in view.</strong>
PAYMENT, ITEMS AND SHIPPING
What has been ordered, paid and already shipped?
The order view brings order information and process data together. You can see whether an order has been paid or the goods have shipped, view the ordered items and read order and sales order comments. Existing parcel numbers lead to shipment tracking.
This way, your team has the information where it is needed: <strong>Right next to the customer inquiry.</strong>
FROM OVERVIEW TO RECORD
The next step leads to the right SoftENGINE process.
The preview line already shows selected information from SoftENGINE ERP when you open an e-mail. You decide which customer, item or shipping data appears there. Once configured, custom fields can also be used in the preview and in variables.
For detailed editing, linked customer and document numbers can open the stored SoftENGINE workflows. A CRM screen can also be reached through its own link. This lets you open the right record and continue editing order or customer master data in SoftENGINE ERP.
ANSWER RECURRING REQUESTS
One reply template. The data of the specific order.
Questions about payments, items or deliveries are often similar. With shared text templates, you prepare replies for these situations. Variables pull in available data from SoftENGINE ERP, so your team does not have to copy it again for every message.
Configured custom fields are also available in the variable list. You choose the right template, check the inserted details and add what the customer wants to know in this case.
SOFTENGINE ERP IN DAILY SERVICE
Four requests where the order context helps.
Data protection & hosting
Use order data. Define responsibilities in your team.
With the SoftENGINE connection, your service team works with customer communication and order information in one interface. Customer Service powered by GREYHOUND provides the following foundations for hosting, data protection and permissions.
Hosting in Germany
GDPR-compliant use
Role and permission concept
Optional self-hosted operation
PREPARE THE CONNECTION WITH PSL
Connect SoftENGINE ERP and assign workflows.
The connection uses WEBWARE web services; it is set up via PSL. In the Addon Manager, you enter the connection details for SoftENGINE ERP and test the access. Then, if needed, you assign workflow IDs for customers, documents and CRM, add custom fields and save the configuration.
FAQ
Frequently asked questions about SoftENGINE ERP Connect
The connection shows customer and order information from SoftENGINE ERP right next to the customer inquiry in Customer Service powered by GREYHOUND. Your team can check order status, payment and shipping information and add available order data to prepared replies.
Incoming messages are automatically matched to an order. For follow-up questions by phone or chat, you use the built-in search field to open the right ticket manually. The sidebar shows the related order data.
You can view customer and order information as well as the related process data. This includes order and payment status, payment method, items, shipping information and existing tracking numbers. Order and sales order comments are also available.
For existing workflow scripts, you enter the corresponding IDs in the Addon Manager. The “Customers” and “Document” fields link customer and document numbers to the right workflow. For “CRM”, a link to the corresponding screen in SoftENGINE ERP appears next to the phone number.
Yes. You add a custom field with a label and its technical field name from SoftENGINE ERP. After saving, the data is available in the preview line, the data import and the variable list. You can configure which information appears in the preview.
Shared text templates cover replies to similar requests. Using variables, you add available data from SoftENGINE ERP, including custom fields configured accordingly. Before sending, you check the details and adapt the reply to the specific customer question.
- Core license for Customer Service powered by GREYHOUND
- SoftENGINE ERP Connect
- WEBWARE web services
Open “Extensions > Addon Manager” and add a connection of the type “SoftENGINE”. Enter the web service connection details and check them with “Test connection”. Assign existing workflow scripts, add custom fields if needed and apply the configuration with “Save”. You can find the full guide here: https://docs.greyhound-software.com/tools/addons/softengine-erp-connect.
You can find the current terms for Customer Service powered by GREYHOUND at https://jtlelementorstaging.kinsta.cloud/de/customer-service/preise.
The optional operator number is stored per user. If you are logged in to WebWare and the connection with the same operator number, a message appears in WebWare when an order is loaded. Through this message, you open the related record in the browser.
No. The connection links Customer Service powered by GREYHOUND with your existing SoftENGINE ERP. An additional ERP from JTL is not required. You continue to edit orders and customer master data in SoftENGINE ERP.
