EcholoN

Help desk software for managing customer service processes

About 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.

Pricing starting from:

US$5 500,00/one-time

  • Free Version
  • Free Trial
  • Subscription

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Austria, Germany, Switzerland

Supported Languages

English, German

Pricing starting from:

US$5 500,00/one-time

  • Free Version
  • Free Trial
  • Subscription

Images

EcholoN Software - Role IT Service Management Start Screen
EcholoN Software - Role IT Service Management Reporting Example interactive  Dashboard
EcholoN Software - Service Portal Role HR-Service-Center Personnel Application Forms
EcholoN Software - Role Administrator Workflow Design
EcholoN Software - Role Field Service Rechnician
EcholoN Software - Role Global Administrator
View 7 more
EcholoN video
EcholoN Software - Role IT Service Management Start Screen
EcholoN Software - Role IT Service Management Reporting Example interactive  Dashboard
EcholoN Software - Service Portal Role HR-Service-Center Personnel Application Forms
EcholoN Software - Role Administrator Workflow Design
EcholoN Software - Role Field Service Rechnician
EcholoN Software - Role Global Administrator

Features

Total features of EcholoN: 185

  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Barcode/Ticket Scanning
  • Benchmarking
  • Billing & Invoicing
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Complaint Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Data Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Defect Tracking
  • Dispatch Management
  • Document Coding & Control
  • Document Management
  • Document Review
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Reminders
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Equipment Management
  • Estimating
  • Event Logs
  • Event Triggered Actions
  • Feedback Management
  • File Storage
  • GPS
  • Help Desk Management
  • Historical Reporting
  • ISO Standards Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Reporting
  • IT Risk Management
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Inventory Tracking
  • Invoice Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Localization Automation
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Ticketing
  • Monitoring
  • Multi-Channel Communication
  • Multiple User Accounts
  • Online Ticketing
  • Online Time Clock
  • Onsite Ticketing
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Quality Assurance
  • Quality Control
  • Queue Management
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Release & Deployment
  • Release Management
  • Reminders
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Resource Allocation & Planning
  • Risk Assessment
  • Risk Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Reports
  • Scheduled/Automated Reports
  • Scheduling
  • Self Service Portal
  • Server Monitoring
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Supplier Management
  • Supplier Quality Control
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Template Management
  • Third Party Integrations
  • Ticket Management
  • Training Management
  • User Management
  • Version Control
  • Virtual Assistant
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Alternatives

Zoho Desk

4,5
#1 Alternative to EcholoN
Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver...

ManageEngine ServiceDesk Plus

4,4
#2 Alternative to EcholoN
ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises...

Jira

4,4
#3 Alternative to EcholoN
JIRA is the tracker for teams planning & building great products. Millions choose JIRA to capture & organize issues,...

Zendesk Suite

4,4
#4 Alternative to EcholoN
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Reviews

Overall rating

4,7 /5
(35)
Value for Money
4,5/5
Features
4,8/5
Ease of Use
4,2/5
Customer Support
4,8/5

Already have EcholoN?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 35
Christian
Overall rating
  • Industry: Restaurants
  • Company size: 10 000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Feedback

Reviewed on 2020/08/27

In close partnership with miT solutions we have been able to constantly expand, adjust, correct,...

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 :)

Florian
Overall rating
  • Industry: Wholesale
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Flexible software solutions for high demanding customers

Reviewed on 2020/11/09

EcholoN is a very helpful software when dealing with incidents all over Germany. It reduces our...

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.

Olaf
Overall rating
  • Industry: Events Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

EcholoN for ITSM Processes

Reviewed on 2020/07/14

All ITSM processes such as incident management, problem management, service desk support and CMDB...

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.

Daniel
Overall rating
  • Industry: Medical Devices
  • Company size: 1 001–5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Individuell konfigurierbar

Reviewed on 2022/06/07

In unserem Haus wird aktuell das Incident Management und das Request Fulfillment in EcholoN...

In unserem Haus wird aktuell das Incident Management und das Request Fulfillment in EcholoN abgehandelt. Weitere Projekte wie Change Management, Problem Management und der Ausbau der CMDB und Knowledgebase stehen noch aus und werden nacheinander angegangen.
Die Einrichtung des Systems ist nach einiger Einarbeitung gut zu bewältigen, dennoch lernt man täglich Neues dazu, das dabei hilft aktuelle und noch ausstehende Prozesse zu optimieren.

Pros

Die Software ist sehr vielseitig und ermöglicht es alle erdenklichen Prozesse darin zu konfigurieren. Der Support ist immer hilfsbereit und arbeitet schnell, bietet im Zweifelsfall Workarounds an, wenn es mal klemmen sollte.
Das Übernehmen von Daten aus anderen Systemen für die CMDB o.ä. ist über die SQL Schnittstelle unkompliziert machbar.

Cons

Abhängig vom Einrichtungsstand ist die Bedienung am Anfang teils unübersichtlich und wirkt kompliziert.

Response from mIT solutions

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

Verified Reviewer
Overall rating
  • Industry: Civic & Social Organization
  • Company size: 1 001–5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Echolon am Servicedesk

Reviewed on 2020/10/14

Dank Echolon haben wir alle unsere Anfragen und Meldungen in einer Anwendung im Blick. Wir können...

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.

Alternatives Considered

TOPdesk

Reasons for Choosing EcholoN

Wir wollten keine Eigenentwicklung mehr betreiben und auf ein Standardprodukt umsteigen.

Switched From

Intrexx

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]

Showing 5 reviews of 35 Read all reviews

EcholoN FAQs

Below are some frequently asked questions for EcholoN.

EcholoN offers the following pricing plans:

  • Starting from: US$5 500,00/one-time
  • Free Trial: Not Available

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

EcholoN has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

EcholoN supports the following languages:

English, German

EcholoN supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

EcholoN integrates with the following applications:

Microsoft Outlook

EcholoN offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for EcholoN.