With the EcholoN customer service software, you can link customer inquiries to tickets, knowledge bases, workflows, and customer, product, and service data.
From the initial contact through support and complaints to repairs, maintenance, or field service calls, the entire service process remains traceable on a single platform.
EcholoN is particularly well-suited for B2B service organizations, technical support teams, and companies with products that require detailed explanation, where customer service doesn’t end with a simple email response.
400+ customers · Average 15.7 years in use · Made in Germany
Customer service doesn't end with the ticket
EcholoN links the current process to additional relevant service context.
Customer service becomes complex as soon as the initial inquiry involves additional information and follow-up processes.
For example, a customer reports a technical issue. In such cases, the content of an email alone is not sufficient to resolve the issue. The service team needs information about the customer, the affected product or device, previous incidents, and - if applicable - service agreements, maintenance records, or previous service calls.
The support case can then give rise to additional tasks: follow-up inquiries, escalations, repairs, approvals, or a field service visit.
EcholoN consolidates this information and these steps into a single, integrated service process:
- Record customer inquiries in a structured manner
- Manage responsibilities and priorities
- Incorporate customer, product, and service data
- Leverage knowledge directly to resolve issues
- Manage workflows, deadlines, and escalations
- Combine self-service with personalized support
- Integrate technical customer service and field service
- Evaluate service performance and processing statuses
This creates not just a ticket system, but a platform for end-to-end customer service processes.
How Customer Service Works with EcholoN
With EcholoN, the entire customer service process - from the receipt of a request through to its resolution and evaluation - can be mapped end-to-end.
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1. Record a Request
Customer requests are recorded in a structured manner as a case or ticket.
Requests can be routed for processing via, for example, email, phone, self-service, as well as integrated systems and automated notifications.
Relevant details and existing customer information are then available for further processing.
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2. Categorize and Prioritize
Category, customer, product, urgency, service agreement, or other characteristics can determine how the case is handled.
This allows different types of requests to be systematically distinguished from one another and routed to the appropriate processing paths.
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3. Assign Responsibility
The case is assigned to the designated employee, team, or department.
Rules and workflows support structured routing and prevent inquiries from getting lost between inboxes or areas of responsibility.
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4. Utilize Information and Knowledge
Previous cases, documents, knowledge base entries, and other service information are directly available within the processing context.
For technical service cases, additional information about the affected product, device, or system can also be incorporated.
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5. Trigger Follow-up Processes
Follow-up inquiries, tasks, approvals, escalations, repairs, or field service calls can be initiated directly from within the customer service process.
As a result, the handling of a case does not end at the boundary of a traditional support ticket.
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6. Document and evaluate results
Communications, activities, and results remain associated with the respective case.
The structured data is then available for reporting, knowledge management, and the further improvement of service processes.
Customer Service with EcholoN in Practice: Karcher AG
Karcher AG demonstrates how the combination of customer service, support, and technical customer service can be put into practice.
There, EcholoN is used as a central hub for, among other things, traditional customer service, customer support, after-sales service, first- and second-level support, B2B customer service, as well as store and logistics processes. Technical processes related to repairs and maintenance are also integrated.
The benefits described in the customer reference include, in particular:
- faster ticket processing
- 360-degree view of customer information
- centralized information within each case
- integration with scheduling and technical service processes
The case study thus highlights a key difference from an isolated support solution: customer contact can be integrated with downstream service and technical processes.
Key Features of the EcholoN Customer Service Software
EcholoN brings together the essential features for handling customer inquiries on a single technical platform.
Customer Service for Technical Support and After-Sales
For products that require explanation, a traditional contact or ticket system is often insufficient.
A service representative must not only know who the customer is, but also which product, device, or system is involved and what service records already exist for it.
Depending on the service process, this may include, for example:
- Product and device information
- Location and contact person
- Previous support and service cases
- Documents and technical information
- Repairs and maintenance
- Service agreements
- Ongoing or completed service calls
EcholoN can link this information to the respective customer service case.
If a support request leads to an on-site service call, the process can be transferred to Field Service Management.
This ensures that customer service, technical support, and field service remain part of a cohesive process chain.
Example of an End-to-End Service Process
This transforms a single customer inquiry into an end-to-end technical service process.
Learn more:
Integrate customer service with existing CRM, ERP, and enterprise systems
A customer service solution does not have to replace all existing systems.
In many companies, CRM, ERP, SAP, or other line-of-business applications remain the primary systems for specific data and business processes.
For customer service, however, relevant information must be available in the correct processing context.
EcholoN integrates third-party systems into service processes via interfaces, connectors, and data workflows.
In a typical system architecture, the distribution of tasks might look like this, for example:
CRM
A CRM typically provides customer, contact, and sales information.
ERP or SAP
ERP or SAP systems can provide, for example, order, product, contract, or other business data.
EcholoN
EcholoN manages the customer service process, responsibilities, ticket handling, knowledge, workflows, escalations, and downstream service processes.
This way, employees do not have to manually gather information from separate applications for each service case.
EcholoN serves as the unifying process platform, while existing systems retain their respective functional roles.
Why Choose EcholoN for Customer Service and Support?
Traditional customer service and help desk scenarios often focus primarily on communication and ticket handling.
EcholoN further integrates these tasks with technical service and business processes.
Customer inquiries and technical context on a single platform
Customers, products, devices, cases, knowledge, and service processes can be linked together.
This is particularly relevant for technical B2B service and after-sales support.
Integrating ticketing and custom processes
Standardized service workflows form the foundation.
Where business processes deviate from these standards, forms, data structures, and workflows can be customized to the specific organization, depending on the edition and project requirements.
From Customer Service to Field Service
A customer inquiry can trigger further processes: technical support, repair, maintenance, or field service.
These processes do not have to end up as separate, isolated solutions.
Self-Service as Part of the Overall Process
Customers don’t just receive information.
Through the self-service portal, structured requests and complete workflows can be initiated directly from the portal.
Integrating Existing Systems
CRM, ERP, SAP, and other line-of-business systems can be integrated into the process landscape, rather than having to replace them entirely when implementing a customer service solution.
A platform for additional business processes
EcholoN is not limited to customer service.
The platform also serves as the technical foundation for other service management processes and custom business applications.
More about the platform:
EcholoN – Platform for Digital Business Processes and Business Applications
The available features and configuration options vary depending on the use case and edition.
What is customer service software?
Customer service software helps companies systematically record, process, manage, and evaluate customer inquiries and the resulting service processes.
Typical components include ticket and case management, responsibilities, communication, knowledge management, workflows, self-service, service levels, and reporting.
In technical customer service, product, device, and service data are added, as well as repair, maintenance, and field service processes, if applicable.
Comparison of Customer Service, Customer Support, and After-Sales Service
| Focus | Typical Processe | EcholoN Context |
|---|---|---|
| Customer Service | Questions, complaints, general service inquiries | Tickets, customer history, communication, workflows |
| Customer Support | Specialized and technical issues | Knowledge, product information, support history, escalations |
| Customer Service / After-Sales | Repair, maintenance, technical service, on-site service | Product/device-related information, service order, scheduling, field service |
In practice, these areas overlap.
Therefore, what matters is not the department’s name, but whether the software used supports the entire required service process.
More on organizational fundamentals and good customer service:
What Is Good Customer Service? Definition and Practical Tips
More on Customer Service Management as a Management Approach:
Customer Service Software or CRM—What’s the Difference?
CRM and customer service software both work with customer-related information, but they have different focuses.
A CRM system typically supports sales, marketing, contact management, and customer relationship development.
Customer service software focuses on the operational handling of customer inquiries and service cases:
- Who handles an inquiry?
- What information is needed to process it?
- What deadlines apply?
- What solution already exists?
- Does another service process need to be initiated?
In a typical architecture, the division of tasks might therefore be as follows:
CRM for customer and sales information + EcholoN for end-to-end management of the service process.
Integrations bring together the information required for each specific process.
An existing CRM does not necessarily need to be replaced for this purpose.
Frequently Asked Questions About Customer Service Software
What is the difference between customer service software and a ticket system?
A ticket system focuses on the structured recording, assignment, and tracking of inquiries.
A more comprehensive customer service software solution also integrates this ticket processing with customer and service information, knowledge management, self-service, workflows, service levels, reporting, and downstream processes.
The EcholoN ticket system is therefore an important component of a more comprehensive customer service solution.
Can EcholoN integrate with existing CRM, ERP, or SAP systems?
Yes.
EcholoN supports the integration of external systems via interfaces, connectors, and data workflows.
The specific integration required for a given use case is determined based on the existing system landscape and the necessary processes.
Is EcholoN suitable for technical customer service?
Yes.
This is precisely where one of the strengths of the EcholoN approach lies.
Customer inquiries can be linked to product, device, and service information as well as downstream processes.
This enables support, repair, maintenance, and Field Service Management to collaborate within a unified process landscape.
What operating models and editions are available?
EcholoN can be operated on-premises, as a cloud/SaaS solution, as a managed service, or in hybrid scenarios.
In addition, various EcholoN editions are available, each with different feature sets and configuration options.
The appropriate combination depends on the business requirements, the existing IT infrastructure, and the desired level of customization.
For an overview, see the Comparison of EcholoN Editions.
Discover Customer Service with EcholoN Based on Your Own Processes
Customer service isn’t the same in every company.
A traditional support process requires different information and workflows than technical customer service involving machinery, equipment, maintenance, or field service calls.
That’s why customer service software shouldn’t be evaluated based solely on a general list of features.
In a customized demo, we can examine a typical process within your service organization and show, for example, how EcholoN:
Captures customer inquiries → Consolidates information → Manages responsibilities → Provides knowledge → Executes workflows → Links follow-up processes → Documents and evaluates results.
We can also take into account existing CRM, ERP, or other specialized systems, as well as future requirements for self-service, technical support, or field service.
