CUSTOMER SERVICE × VS/4
Your multichannel service. With the right VS/4 order.
You sell through several channels and bring your orders together in VS/4. With VS/4 Connect, your customer service also gets a view of these orders: Customer Service powered by GREYHOUND shows payment, shipping and item information right next to the inquiry.
- Automatically match customer inquiries to VS/4 orders
- See shipping, open items and products in context
- Switch to the record in VS/4 when needed
For multichannel teams that work with the D&G mail-order system.
MULTICHANNEL SALES, THE RIGHT ORDER DATA
Behind every follow-up question is a specific order.
One customer asks about a delivery, another gets in touch about a payment. VS/4 bundles your orders from different sales channels. The connection brings the related information to where you handle the questions.
Incoming messages are matched to the relevant order. You see its status in the sidebar and can build your reply on it. If the customer calls, you find their order with the integrated search instead of waiting for a new email.
<strong>A message becomes a ticket with traceable order context.</strong>
ORDER AND PROCESSING STATUS
Shipped, paid or still open? Check the order.
To give reliable information, you need more than an order number. VS/4 Connect shows the available order and process data, including stored comments. You can see which items are affected, whether there are still open items and which shipping details are available.
That way, your team has the information where it is needed: <strong>Right next to the customer inquiry.</strong>
FROM OVERVIEW TO NEXT STEP
Check the preview first, then continue in VS/4 where needed.
Define which order information already appears in the field view of an email. Details about the customer, goods or shipping show there whether VS/4 data exists for the message. Your team can tailor the preview to the questions that come up most often in service.
When a request for information turns into a change, the linked order and customer numbers help you switch to the mail-order system. There you edit the order, check a cancellation or update customer master data. The change itself is made in VS/4.
SHARED TEMPLATES, SPECIFIC ORDERS
Combine recurring replies with the right order data.
Delivery updates and payment questions keep coming up in multichannel service. Create shared text templates for them that your team can use. The connection enriches these templates with available data from VS/4.
That way, you do not have to rewrite recurring phrases for every order. Check the inserted details and adapt the text to the inquiry at hand. The template gives you a starting point; the right reply comes from the specific ticket.
WHEN THE CUSTOMER ASKS ABOUT THE ORDER
Four requests where the VS/4 context helps you.
Data protection & hosting
Use order information with clear responsibilities.
With Customer Service powered by GREYHOUND, your team uses VS/4 information when handling customer inquiries. The existing options for hosting, operation and permissions set the framework for everyday collaboration.
Hosting in Germany
GDPR-compliant use
Role and permission concept
Optional self-hosted operation
PREPARE THE D&G REQUIREMENTS
Prepare the VS/4 data service and test the connection.
For the connection, you need the VS/4 data service module with the address management function package and VS/4-ServerXE. Coordinate the provisioning with your IT service provider. Then enter the connection details in the Addon Manager and check access with the connection test.
FAQ
Frequently asked questions about the VS/4 connection
VS/4 brings together orders from different sales channels. The connection provides the related order information next to the customer inquiry. That way, your team can check payment, shipping, items and comments while working on the ticket.
Incoming messages are automatically matched to the relevant order. For phone inquiries or other cases, use the integrated search. The sidebar shows you the available order data and the current status for processing.
The connection shows order information and related process data from VS/4. This includes the payment method, open items, shipping and tracking information, and order comments. The item list also shows you the ordered line items.
Yes. You can freely define which and how much order information appears in the preview line. For example, you can select the customer, goods and shipping details that matter to your team. As soon as you click an email, the preview shows whether matching VS/4 data exists.
Editing takes place in VS/4. Linked order and customer numbers take you straight to the related record. There you can continue working on the order or change customer master data. The connection gives your service team the context and access to the ticket.
With global text templates, your team provides phrasing for similar questions. VS/4 Connect can enrich these with available order data. Check the inserted information and adapt the reply to the customer’s concern before sending it.
- Core license for Customer Service powered by GREYHOUND
- VS/4 Connect
- VS/4 data service module with the address management function package and VS/4-ServerXE
Create a VS/4 connection under “Extensions > Addon Manager”. Enter the service endpoint and the required credentials from VS/4. Then use “Test connection”. You can find the full guide at https://docs.greyhound-software.com/tools/addons/vs-4-connect.
You can find the current terms for Customer Service powered by GREYHOUND at https://jtlelementorstaging.kinsta.cloud/de/customer-service/preise.
The connection offers optional settings for the maximum age of orders, for showing open orders and for retrieving extended customer information. Align these options with your service process. The setup guide explains what they do.
Yes, you can connect several third-party systems in parallel. For each additional system, you need the matching connection and must meet its requirements. That way, you can handle customer inquiries with information from each connected system.
