EcholoN

Help desk software for managing customer service processes

4,7 /5 (18 reviews) Write a Review!

EcholoN Overview

What is EcholoN?

EcholoN is a customer service management software designed to help businesses handle quality control processes, documents, workplace emergencies, IT issues, inventory, communications, help desk, assets, projects, and more on a centralized platform. Supervisors can assess and monitor potential threats, use templates to create new documents, and record or evaluate feedback from customers, employees, and suppliers to improve operational processes.

Key features of EcholoN include asset management, data protection, route planning, real-time communication, centralized database, status updates, API, data integration, and service-level agreement (SLA) management. The software allows organizations to process service orders or assignments, initiate workflows, manage customer data, and specify roles or responsibilities for staff members during emergencies. Managers can configure access permissions for employees, handle internal or external billing processes, and monitor field service personnels' location and time taken for task completion. Customer service teams can record, process, and manage resolution of client support tickets related to malfunctions, requests for changes, inquiries, and other topics. The service desk application enables businesses to create, prioritize, and track tasks or queries, streamline inbound or outbound communication with clients, and record their inquiries via phone, live chat, email, and fax.

EcholoN lets administrators utilize analytical reports to gain visibility into trends, customer service transactions' frequency, duration and category, and key performance indicators (KPI), among other metrics. It also facilitates integration with various third-party systems such as Nagios, Zappix, Microsoft Outlook, and more.

EcholoN Overview

Pricing

Starting from
US$5 500,00

Pricing options

Free Trial
One Time License
Value for money

EcholoN pricing starts at $5,500 as a one-time payment.


EcholoN Features

Devices
Business size
S M L
Markets
United States, Germany
Supported Languages
English

Media

EcholoN dashboard
EcholoN data visualization
EcholoN interaction status
EcholoN processes
EcholoN video EcholoN screenshot: EcholoN dashboard EcholoN screenshot: EcholoN data visualization EcholoN screenshot: EcholoN interaction status EcholoN screenshot: EcholoN processes

EcholoN Reviews

EcholoN Reviews

Overall rating
4,7
/
5
Excellent
13

Very good
5

Average
0

Poor
0

Terrible
0

Value for Money
4,5
Features
4,9
Ease of Use
4,4
Customer Support
4,8
100% recommended this app
Christian P.

Feedback

In close partnership with miT solutions we have been able to constantly expand, adjust, correct, improve, optimize the features, usability and acceptance of the platform providing transparency, compliance, cost control and state of the art reporting and analysis. It has been a successful journey built on continuous interactions, exchange, communication, planning and trust.


Florian K.

Flexible software solutions for high demanding customers

EcholoN is a very helpful software when dealing with incidents all over Germany. It reduces our workload a lot through automatic workflows, email templates and escalation protocols. Change requests from our customers may take some time to implement but the end result is always worth it.


Olaf C.

EcholoN for ITSM Processes

All ITSM processes such as incident management, problem management, service desk support and CMDB could be mapped in EcholoN. The entire IT organization benefits greatly from the use of the ITSM solution EcholoN.


Verified Reviewer

EcholoN begleitet alle Mitarbeiter

Vom Incident-Management über Changes, CMDB, Reklamationen bis hin zu SLAs kann in EcholoN alles abgebildet werden


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Verified Reviewer

Echolon am Servicedesk

Dank Echolon haben wir alle unsere Anfragen und Meldungen in einer Anwendung im Blick. Wir können am Servicedesk jederzeit Auskunft über den Status der Bearbeitung treffen. Außerdem ist unsere komplette Hardware erfasst sodass wir jederzeit Zugriff auf Informationen zu den Standorten, Wartungsverträgen usw. haben. Auch nutzen wir die Daten in Echolon als Basis für unsere interne Verrechnung.


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Christian P.
Industry: Restaurants
Company size: 10 000+ Employees

Feedback

Used Daily for 2+ years
Reviewed on 2020/08/27
Review Source: Capterra

In close partnership with miT solutions we have been able to constantly expand, adjust, correct, improve, optimize the features, usability and acceptance of the platform providing transparency, compliance, cost control and state of the art reporting and analysis. It has been a successful journey built on continuous interactions, exchange, communication, planning and trust.

Pros

The software and customization we have implemented cover the full range from capturing and managing the installed asset base, assigning service partners and schedulable maintenance tasks, logging Incidents by Stakeholders and Third Parties, digital work reports, to a fully integrated invoicing work flow for Owner/Operators. We continue to expand the features based on requirements and feedback from our users ensuring ease of use and high acceptance. That speaks for itself.

Cons

During the implementation process, the software has been continuously customized and expanded to suit our specific requirements. Hence, what was created is what we need.

Response from mIT solutions

The EcholoN-Team says thank you very much for your positive evaluation :)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Florian K.
Industry: Wholesale
Company size: 501-1 000 Employees

Flexible software solutions for high demanding customers

Used Daily for 2+ years
Reviewed on 2020/11/09
Review Source: Capterra

EcholoN is a very helpful software when dealing with incidents all over Germany. It reduces our workload a lot through automatic workflows, email templates and escalation protocols. Change requests from our customers may take some time to implement but the end result is always worth it.

Pros

Very flexible, the software can be customized in every way possible to meet the customer's needs. Every wish of the customer is taken into consideration and everybody is trying to implement the changes as fast and intuitive as possible. The helpdesk provided by mIT Solutions is always friendly and eager to help.

Cons

The time from the concept phase to the actual implementation into the system is sometimes a bit long. However, this is software development which is per default time-consuming.

Response from mIT solutions

The EcholoN-Team says thank you very much for your positive evaluation :)
We are constantly working on extending the range of functions of EcholoN, making it more configurable and easier to use.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Olaf C.
Industry: Events Services
Company size: 201-500 Employees

EcholoN for ITSM Processes

Used Daily for 2+ years
Reviewed on 2020/07/14
Review Source: Capterra

All ITSM processes such as incident management, problem management, service desk support and CMDB could be mapped in EcholoN. The entire IT organization benefits greatly from the use of the ITSM solution EcholoN.

Pros

With EcholoN, all SLA-based operational ITSM processes can be mapped. The software can be adapted very quick an well and in detail to the requirements.

Cons

Due to the wide range of functions, administration is somewhat complex in some areas. When it comes to implementing more complex requirements, the manufacturer's team is on hand to provide competent support.

Response from mIT solutions

The EcholoN-Team says thank you very much :)
We are constantly working on extending the range of functions of EcholoN, making it more configurable and easier to use.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Information Technology & Services
Company size: 11-50 Employees
Translate to English
Translate to English

EcholoN begleitet alle Mitarbeiter

Used Daily for 2+ years
Reviewed on 2020/11/09
Review Source: Capterra

Vom Incident-Management über Changes, CMDB, Reklamationen bis hin zu SLAs kann in EcholoN alles abgebildet werden

Pros

Der grosse Funktionsumfang von EcholoN darf nicht unterschätzt werden. Alle Mitarbeiter, alle Abteilungen erfassen und bearbeiten Vorgänge in EcholoN. Eine strukturierte und aktuelle CMDB und Cockpit-Auswertungen zu Störungen und Changes bieten eine gute Basis für regelmässige Kundengespräche und Optimierungen.

Cons

Durch den riesigen Funktionsumfang ist die Übersicht und Verwaltung nicht immer selbstverständlich. Nach einer kurzen Nachfrage beim mITsolutions-Support klären sich die offenen Fragen jedoch schnell.

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Response from mIT solutions

Das EcholoN-Team bedankt sich recht herzlich fuer Ihr Feedback und die positive Bewertung :)
Wir sind staendig dabei EcholoN besser konfigurierbar zu machen und die Bedienung zu vereinfachen.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Civic & Social Organization
Company size: 1 001-5 000 Employees
Translate to English
Translate to English

Echolon am Servicedesk

Used Daily for 2+ years
Reviewed on 2020/10/14
Review Source: Capterra

Dank Echolon haben wir alle unsere Anfragen und Meldungen in einer Anwendung im Blick. Wir können am Servicedesk jederzeit Auskunft über den Status der Bearbeitung treffen. Außerdem ist unsere komplette Hardware erfasst sodass wir jederzeit Zugriff auf Informationen zu den Standorten, Wartungsverträgen usw. haben. Auch nutzen wir die Daten in Echolon als Basis für unsere interne Verrechnung.

Pros

Am Besten gefällt mir am UserClient der Umfang der Funktionen. Wir können hier z. B. direkt auf die CMDB Daten zugreifen, es werden Beziehungen teilweise grafisch dargestellt. Bei der Erfassung von Anfragen wird sofort in der KNB gesucht. Auch die Wissensdatenbank lässt sich direkt im Client pflegen und Artikel lassen sich hier fürs Selfhelpportal veröffentlichen. Desweiteren werden hier auch Ankündigungen ohne Umwege angelegt. Und über die mächtige Suche findet man mit etwas Übung so gut wie alles.

Cons

Die Einarbeitung in das System ist uns allen am Anfang etwas schwer gefallen bedingt durch die für uns neue Sicht auf manche Themen und Arbeitsabläufe.
Desweiteren ist der UserClient im täglichen arbeiten bei uns im Hause etwas schwerfällig. Das mag aber dem Funktionsumfang geschuldet sein.

Translate to English

Response from mIT solutions

Das EcholoN-Team bedankt sich recht herzlich fuer Ihr Feedback und die positive Bewertung :)
Wir sind staendig dabei die Bedienung von EcholoN zu vereinfachen [https://forum.echolon.de/t/screencast-die-echolon-suche/1988]

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

User recommendation
9,1/10
Based on 18 user ratings
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EcholoN Pricing

EcholoN Pricing

Starting from
US$5 500,00
Free Trial
One Time License
Value for money

EcholoN pricing starts at $5,500 as a one-time payment.

EcholoN pricing starts at $5,500 as a one-time payment.

Value for Money
4,5/5
Based on 18 user ratings
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EcholoN Features

EcholoN Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,9/5
Based on 18 user ratings
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Categories

Additional information for EcholoN

Additional information for EcholoN

Key features of EcholoN

  • Accounting Integration
  • Alerts / Escalation
  • Appointment Management
  • Assignment Management
  • Availability Management
  • Billing & Invoicing
  • CRM Integration
  • Call Center Management
  • Capacity Management
  • Change Management
  • Compliance Management
  • Configuration Management
  • Contact Database
  • Contract Management
  • Cost Tracking
  • Custom Forms
  • Customer Database
  • Customizable Branding
  • Dashboard
  • Dispatch Management
  • Document Storage
  • Email Integration
  • Employee Management
  • Escalation Management
  • Incident Management
  • Inventory Management
  • Knowledge Base Management
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Performance Metrics
  • Problem Management
  • Procurement Management
  • Project Management
  • Recurring Issues
  • Release Management
  • Remote Control
  • Reporting
  • Requisition Management
  • Routing
  • SLA Management
  • Scheduling
  • Self Service Portal
  • Social Media Integration
  • Software Inventory
  • Supplier Management
  • Surveys & Feedback
  • Task Management
  • Work Order Management
  • Workflow Management

EcholoN FAQs

EcholoN FAQs

Below are some frequently asked questions for EcholoN.

Q. What type of pricing plans does EcholoN offer?

EcholoN offers the following pricing plans:

Starting from: US$5 500,00

Pricing model: One Time License

Free Trial: Not Available

EcholoN pricing starts at $5,500 as a one-time payment.

Q. What are the main features of EcholoN?

EcholoN offers the following features:

  • Accounting Integration
  • Alerts / Escalation
  • Appointment Management
  • Assignment Management
  • Availability Management
  • Billing & Invoicing
  • CRM Integration
  • Call Center Management
  • Capacity Management
  • Change Management
  • Compliance Management
  • Configuration Management
  • Contact Database
  • Contract Management
  • Cost Tracking
  • Custom Forms
  • Customer Database
  • Customizable Branding
  • Dashboard
  • Dispatch Management
  • Document Storage
  • Email Integration
  • Employee Management
  • Escalation Management
  • Incident Management
  • Inventory Management
  • Knowledge Base Management
  • Maintenance Scheduling
  • Mobile Access
  • Multi-Channel Communication
  • Performance Metrics
  • Problem Management
  • Procurement Management
  • Project Management
  • Recurring Issues
  • Release Management
  • Remote Control
  • Reporting
  • Requisition Management
  • Routing
  • SLA Management
  • Scheduling
  • Self Service Portal
  • Social Media Integration
  • Software Inventory
  • Supplier Management
  • Surveys & Feedback
  • Task Management
  • Work Order Management
  • Workflow Management

Q. Who are the typical users of EcholoN?

EcholoN has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Q. What languages does EcholoN support?

EcholoN supports the following languages:

English

Q. What type of pricing plans does EcholoN offer?

EcholoN has the following pricing plans:

One Time License

Q. Does EcholoN support mobile devices?

EcholoN supports the following devices:

iPhone, iPad

Q. What other apps does EcholoN integrate with?

EcholoN integrates with the following applications:

Microsoft Outlook

Q. What level of support does EcholoN offer?

EcholoN offers the following support options:

Phone Support, Online Support, FAQs, Forum, Knowledge Base