EcholoN helps companies digitize a variety of service and business processes—from IT service management and enterprise service management to customer service and field service, as well as quality management, maintenance, and custom business processes.
Proven solutions and process templates can be adapted to your organization’s specific needs and expanded to include additional processes as needed.
Select the application area that best fits your needs.
The Right EcholoN Solution for Your Application
Companies have different starting points: While an IT organization may want to structure ITSM processes, customer service may need end-to-end service workflows, and maintenance may require transparent planning of maintenance tasks and equipment.
EcholoN provides a variety of solutions and process templates for these needs, which can be customized for each organization and integrated with one another.
To learn more about the technical architecture of EcholoN, visit EcholoN Software Platform.
Solutions for Various Business Processes
A variety of business and service processes can be implemented using the same EcholoN platform.
The following solutions cover key areas of application. For requirements, features, and specific use cases, the links lead to the corresponding solution page.
Enterprise Service Management
With Enterprise Service Management (ESM), service management principles can be extended beyond IT to other departments. Requests, services, approvals, and tasks can thus be organized using common structures.
Typical applications: Departmental services · Service catalogs · Self-service · Approvals · Workflow control
IT Service Management
IT Service Management (ITSM) helps IT organizations provide, manage, and continuously improve services in a structured manner. EcholoN combines proven ITSM processes with workflow automation and a shared information base.
Typical use cases: Incident · Problem · Change · Configuration · Service Level Management
Customer Service and Customer Service Management
With EcholoN for customer service, customer support, and after-sales service, customer inquiries, service cases, and relevant information are consolidated in one central location. This creates traceable workflows from the initial contact through to the completion of the service.
Typical use cases: Customer inquiries · Support · Service orders · Service histories · Self-service
Field Service Management
EcholoN Field Service Management connects back-office staff, dispatchers, and mobile service technicians in a seamless process. Assignments can be scheduled based on availability, qualifications, and location, and then documented on the go.
Typical applications: Work scheduling · Field service · Mobile data entry · Maintenance · Service reports
Quality Management
With EcholoN Quality Management, quality-related workflows can be integrated with operational processes. Nonconformities, corrective actions, responsibilities, and documentation are consolidated in a traceable manner.
Typical applications: Quality processes · Nonconformities · Corrective actions · Documentation · Continuous improvement
Emergency Management and Business Continuity
The EcholoN Emergency Management Software supports the structured preparation for and documentation of disruptions and emergencies. Responsibilities, actions, and relevant information can be managed centrally.
Typical applications: Emergency planning · Business continuity · Actions · Drills · Documentation
Maintenance and CMMS
With the EcholoN CMMS and Maintenance Software, maintenance, asset information, and maintenance tasks are planned and documented in a structured manner.
Typical applications: Maintenance planning · Assets · Equipment · Maintenance orders · Documentation
Customizing Proven Solutions
EcholoN solutions are built on a common technical foundation. Process templates can be adapted to organization-specific workflows and, if needed, expanded to include additional processes and applications.
The EcholoN Software Platform shows which technical components, modules, clients, and integration options are available for this purpose.
Different Points of Contact for Service and Support
Companies do not necessarily begin their digital transformation with the same requirements.
EcholoN supports both clearly defined entry-level scenarios and comprehensive service and business process landscapes.
For example, various solutions are available for the structured handling of requests:
- Ticket system – centrally capture, assign, and track requests
- Help desk software – organize support requests in a structured manner
- Service desk software – a central point of contact for users and service processes
Depending on their starting point, companies can add further ITSM processes or expand service management to additional departments.
There is no prescribed maturity path.
A company can start with a ticketing system, establish comprehensive ITSM processes right away, or first digitize services for HR, facility management, or other departments.
Additional service and business processes can be added and integrated as needed.
Additional Customized Business Processes with EcholoN
In addition to the established EcholoN solutions, other company-specific service and business processes can also be implemented.
Employee and Administrative Processes
HR Services · Onboarding · Internal Requests · Approvals
Contract and Case Processes
Contract Management · Case Management · Deadlines · Escalations
Facility, Asset, and Other Business Processes
Facility Processes · Inspections · Approvals · Documentation
This allows companies to use EcholoN even for business processes for which no predefined standard solution is required or available.
EcholoN in Practice
Real-world EcholoN projects demonstrate the wide range of ways a shared platform can be used.
Aveniq – IT Service Management and ISO 20000
Aveniq—formerly GIA Informatik—uses EcholoN for IT service management aligned with ITIL. Process templates, workflow control, and the integration of external systems support the requirements of a service organization aligned with ISO 20000.
McDonald’s Germany – Central Service Platform
McDonald’s Germany uses EcholoN as a central service management platform for processes related to service calls and spare parts supply. Information and activities from various stakeholders are consolidated within shared service processes.
View the McDonald’s case study
Bünting – Scalable Central Service Platform
At the Bünting Group, EcholoN serves as a flexible and scalable central service platform that supports diverse requirements and growing service processes.
Processes can be standardized, partially automated, and further developed as requirements increase.
The Right EcholoN Solution for Your Needs
Whether it’s IT service management, enterprise service management, customer service, field service, quality management, maintenance, or a custom business process: EcholoN supports a wide range of needs with proven solutions and flexibly customizable processes.
The best way to determine which solution is right for your organization is to assess your specific requirements.
Raymond GrossertAveniq AG - GIA - prepares the way to ISO-20000 certification with EcholoN
"Quality assurance with EcholoN and ITIL in action. GIA uses EcholoN today as a strategic tool to enhance customer collaboration and sustainably improve service quality." Raymond Grossert, GIA Project Manager
Mathias SchätzthauerMcDonald´s Germany optimizes spare parts supply based on central service management platform EcholoN
"At that point, you just realized that EcholoN is way ahead of other service solutions in terms of functional and technical maturity and can handle even the most complex service requirements." - Mathias Schätzthauer, Director Development at McDonald's
Andree SchönfeldUnternehmensgruppe Bünting raises Group-wide business services with EcholoN to the next level of quality
"With EcholoN, we now see where problems are piling up and are able to initiate solutions to their causes at an early stage. We have standardized processes that enable us to significantly improve monitoring, resource management and quality assurance in service. "Andree Schönfeld, ITSM Administrator
Timo-Manuel JungeWe experience EcholoN as a long-term reliable solution
Schwab Versand has been using the software for almost 15 years now and also after putting it to the test anew did not find anything better, says Timo-Manuel Junge - Team Leader Service Desk
