Plan service orders, assign the right technicians, and manage on-site assignments in a traceable manner: EcholoN connects scheduling, back-office operations, and mobile service technicians in a seamless field service process.
EcholoN supports scheduling according to your company’s rules. Technicians can access their orders on the go and document their work results—both online and offline.
From the trouble ticket to the mobile service order
Field service management software links information from the back office with the work of field technicians. A service request is recorded, assigned to the appropriate employee or team, processed on a mobile device, and closed with a status update.
Case Study: Transdev—Public Transportation Ticket Vending Machines
Historical Reference Project—EcholoN went live at Transdev in April 2018. The published report describes how Transdev managed time-critical malfunctions at ticket vending machines using EcholoN. It documents the project status at that time and is not a current status report.
The process described:
- Malfunction from Dimas: The Dimas backend system for ticket vending machines sends structured emails when malfunctions occur. An interface to Dimas was part of the requirements for processing the terminal data.
- Workflow in EcholoN: A fault report triggers an automated workflow.
- Mobile Work Order: The technician responsible for the ticket machine receives the service order on their mobile device.
- Escalation and Management: Escalation procedures and an overview of open work orders support handling during bottlenecks.
- Reporting: Reports provide transparency regarding, among other things, types of malfunctions, service calls, and the effectiveness of corrective actions.
In this project, vending machine, technician, pickup, and maintenance data were also imported using the Excel import and export function. This is a documented project experience and not a general statement applicable to every system integration.
Schedule technicians according to company policies
EcholoN supports three scheduling models by default:
- Manual: The scheduler assigns jobs themselves.
- Semi-automatic: EcholoN identifies suitable technicians and suggests them; the scheduler controls the assignment.
- Fully automatic: Jobs are assigned based on rules defined within the company. The scheduler can still intervene here and optimize the assignment manually.
For suggestions, EcholoN can, for example, take into account training and certification as well as the distance to the job site. To determine distance, the device used must support GPS. The dispatcher retains control over job assignment.
The reference to GPS here pertains to determining distance for scheduling suggestions. It does not imply continuous live tracking of employees.
EcholoN also provides map and route planning functions for field service scheduling. How these views are used in the actual scheduling process can be demonstrated based on your orders and planning rules.
General information on technician scheduling and field service planning as well as on route optimization for field service can be found on the EcholoN blog.
Process Service Orders on the Go - Online and Offline
With the EcholoN Mobile Solution, service employees and field staff can handle their tasks on mobile devices. The application is available for both online and offline use. Which screens and steps are displayed can be configured based on roles and processes.
In the mobile service process, technicians can:
- receive and process service orders,
- view device and system information as well as service histories,
- record work and travel times as well as material consumption,
- document work results in a digital service report.
According to EcholoN, mobile documentation can also be performed offline. You can review the required data scope and the work steps available for your process in a demo based on a specific field assignment.
In a published customer testimonial, STAR Micronics discusses the use of EcholoN for customer service, commissioning, maintenance, repairs, and technical field service. The company highlights scheduling and technician management, as well as transparency regarding the status of tasks and role-based permissions.
View the STAR Micronics customer testimonial
Learn more about the EcholoN Mobile Solution and its clients.
Feedback, Service Reports, and Follow-Up Processes
After a service call, the office staff needs actionable feedback: What work was completed? What time and materials were used? Are further actions required?
With EcholoN, labor and travel times, as well as material consumption, can be recorded directly during service delivery and summarized in a digital service report. According to EcholoN, this data can also be entered offline. Service information can be linked to an internal knowledge base so that relevant insights are available for future assignments.
In the Transdev project described, evaluations supported the analysis of fault types, travel to sites, and corrective actions. This example demonstrates how feedback from service orders can be used for ongoing management; no specific results beyond those outlined in the published report are claimed here.
When field service orders are part of maintenance and repair processes, FSM and CMMS processes can work together. Learn more about EcholoN CMMS and maintenance software.
Interfaces and Specific Data Flows
The type of integration that makes sense depends on which systems generate device, job, and fault data, and what information scheduling and technicians need.
The Transdev reference project describes an integration with the Dimas backend system for processing terminal data. Additionally, structured fault reports were incorporated into the EcholoN process via email. Equipment, technician, pickup, and maintenance data were imported into the project using Excel’s import and export functions.
| Documented Data Flow at Transdev | Project Implementation |
|---|---|
| Dimas interface for automated processing of terminal data (described as a project requirement in the reference report) | technicians should be able to view the status of the machines for dispatch and route planning |
| Structured email in the event of a malfunction | input for the automated workflow in EcholoN |
| Device, technician, pickup, and maintenance data | Project-specific data transfer using Excel import and export |
These processes are project-specific. For other system landscapes, the source system, data direction, interface, updates, and primary data source are reviewed on a case-by-case basis. We will determine which CRM or ERP systems can be integrated in your specific case based on your requirements.
For which field service processes is EcholoN suitable?
EcholoN is suitable for organizations that need to record, plan, process on the go, and evaluate technical service orders outside their own facilities. Documented use cases include technical field service in the machinery and plant engineering sectors, as well as automated service at Transdev. The STAR Micronics customer testimonial covers service areas including technical field service and scheduling.
Typical requirements include:
- recurring or time-sensitive repair and maintenance orders,
- scheduling of in-house technicians and, if necessary, external service partners,
- mobile tracking of time, materials, and service results,
- offline work at job sites with limited network connectivity,
- linking orders to devices, systems, or service histories,
- and analyzing volume, utilization, and corrective actions.
The best way to determine whether EcholoN meets your requirements is to evaluate it based on a specific service order and your existing system landscape.
Evaluate Field Service Management Software Based on Your Process
Would you like to plan your assignments more efficiently, automate processes, and increase customer satisfaction? Then now is the right time to improve your service processes with EcholoN.
Request a live demo or speak directly with one of our experts. Together, we will find the right solution for your company's requirements—whether in machine and plant engineering, technical service, or mobility.
Experience how easy field service management can be. With EcholoN, you can create clear structures, increase the performance of your field service, and maintain an overview at all times. Increase productivity and ensure quality—without any complicated implementation.
For the demo, please bring a typical workflow—for example, a malfunction at a customer’s facility, the assignment of a suitable technician, mobile processing when there is no connection, and reporting back to dispatch or the office staff.
We’ll use this example to show you how EcholoN supports your dispatch rules, mobile work, and documentation, and which system integrations you should consider for your process.
Frequently asked questions about field service management
Why is field service management crucial for companies?
Field service management (FSM) is a key area for companies that want to increase productivity and efficiency. Through targeted deployment planning and optimization of field staff and technicians, FSM can contribute significantly to improving customer satisfaction. Modern FSM software solutions offer real-time coordination and scheduling tools to ensure smooth field service operations. Automation and integrated enterprise asset management systems also make equipment maintenance and repair more efficient. The increased productivity that can be achieved through FSM ensures shorter response times and maximizes the operational effectiveness of field service employees.
How does field service management software support field service scheduling?
Field service management software offers comprehensive support for the planning and scheduling of field service technicians. Automated processes and AI-supported functions enable dispatchers to manage work orders efficiently and coordinate assignments optimally. The software allows maintenance schedules and service reports to be seamlessly integrated into existing systems, significantly improving both efficiency and customer experience. EcholoN's FSM software not only optimizes resource planning, but also ensures seamless communication between field service employees and headquarters, minimizing downtime and making it easy to comply with service level agreements. it also ensures seamless communication between field service employees and headquarters, minimizing downtime and making it easy to comply with service level agreements.
What role does mobility play in field service management?
Mobility is a key element in modern field service management. Mobile applications allow field service employees to access all relevant information directly on site and complete their tasks more efficiently. The integration of mobile solutions enables technicians to process service requests and work orders in real time and flexibly adjust scheduling. This not only improves direct customer service, but also increases the efficiency of the entire FSM process. The ability to capture and synchronize data on the go is particularly valuable for providing consistent and effective customer service.
How does field service management support cost control and efficiency improvement?
Field service management solutions offer significant advantages in terms of cost control and efficiency improvement. By specifically optimizing processes and using intelligent technologies such as IoT and cloud services, companies can reduce their running costs. Automated workflows and improved coordination ensure that resources are used optimally and unnecessary expenses are avoided. Integration with existing enterprise systems, such as CRM and EAM, also enables smooth data management and improves decision-making. These efficiency gains contribute significantly to maximizing the performance of companies in the field service management sector and ensuring long-term competitiveness.
Can EcholoN field service management software also be used on mobile devices?
Yes, your technicians can use all functions on the go—on a smartphone, tablet, or laptop. The mobile app can be used offline and synchronizes automatically as soon as a connection is established.
How does resource planning work with EcholoN?
Dispatching can be done manually, partially or fully automatically. Criteria such as availability, location, qualifications, and priorities are taken into account. This allows you to plan assignments quickly and specifically.
Which systems can be integrated with EcholoN?
EcholoN can be linked to CRM, ERP, and IoT systems, as well as process and production control solutions, among others. The data flows seamlessly into your work processes.
How do FSM and CMMS complement each other?
Field Service Management organizes field service operations—from order processing and scheduling to mobile data entry and status updates. A CMMS typically manages assets and maintenance orders. Both areas can work together within the same process.
For which industries is the FSM software suitable?
EcholoN is successfully used in many industries, e.g., in mechanical and plant engineering, technical service, energy suppliers, and IT services.
How quickly can the software be put into operation?
EcholoN can usually be put into productive use within a few days. Thanks to its modular structure, the system can be adapted precisely to your requirements—without any programming.
