Experience report Bechtle Schweiz AG | EcholoN in IM

      

About Bechtle Schweiz AG:

Bechtle Schweiz AG is a leading IT service provider and part of the Bechtle Group, which operates throughout Europe. Bechtle offers a wide range of IT products and services that help companies optimise their IT infrastructure and achieve their business goals. With a strong focus on customer satisfaction and innovation, Bechtle has built an excellent reputation


Interview with Nicole Wieland - App Manager, Administrator and User, Bechtle Schweiz AG

"For a coffee" with Nicole Wieland - Administrator and Application Manager at Bechtle Schweiz AG, reports on the practical use and her experiences with EcholoN and mIT solutions GmbH.

Experience with EcholoN

EcholoN has a great deal of flexibility. The logic of EcholoN was also quickly understood. And everything about EcholoN on the web is customer-friendly and super modern.

Areas of application

We use EcholoN for incident management and offer our customers access via the service portal (SelfService).

Nicole Wieland's areas of responsibility

As an app manager and administrator, I also worked as a user in the service desk to open and process tickets, especially when there were bottlenecks in the team.

Frequently used EcholoN features

We particularly appreciate the data workflow system and the workflow engine with its numerous customisation options. This flexibility enables us to customise EcholoN independently to our needs.

Benefits and advantages

Concrete advantages

From an administrative point of view, EcholoN requires little effort: neither in the running system nor in the interfaces, which were set up very well. And, it was easy to bring our own customers onto EcholoN because EcholoN is so easy to understand. That is not a matter of course.

Improved efficiency

Although I don't have a direct comparison, as I only know the company "with" EcholoN, I can say that working with it is more efficient than with our current system. Digitalisation has noticeably accelerated our processes.

Improving communication and collaboration

EcholoN has certainly improved both collaboration and communication. It is easy to record the work steps in EcholoN. All tickets are accessible to all employees at all times because that is what was desired and configured accordingly. This setting has made it much easier to find information, for example. Everyone involved was happy to use the option of commenting and communicated exclusively in EcholoN. This means that the employees did not chat with each other via other tools on the side, which is an indication of how much EcholoN was used.

Implementation and training

Implementation process

The implementation was carried out by my predecessor.

Training and education

The preparation by Nicole Wieland's predecessor was already very good and the training from mIT was sensational: it was extremely worthwhile and closed the gaps. The trainer was able to take a lot of time for Nicole Wieland, as it was an exclusive 1:1 training session.
Nicole Wieland was then able to work independently as an administrator.

Customer support and updates

Satisfaction with the customer support

EcholoN's customer support is excellent. I was always well supported both as a user and as an administrator and felt that I was taken seriously. The technical/development team was always helpful and competent.

Final thoughts

"Is there anything else you would like to say about EcholoN? Do you have any further comments, suggestions for improvement / new functions, etc.?

EcholoN is a great product! And EcholoN stands and falls with the mIT team! The support is outstanding, which is not a matter of course. Rarely has Nicole Wieland seen a company with such a constant team of employees and where the contact persons didn't change all the time. mIT provides professional processing within a clear cost framework. In addition, mIT develops the EcholoN itself!  And mIT solutions has a very special way of dealing with existing customers.