EcholoN

Helpdesk 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, Zabbix, Microsoft Outlook, and more.

EcholoN Metaphor - 3 Comparisons One Solution

EcholoN is like Fischertechnik*...

Fischertechnik is a well-known German construction toy company that has been around since the 1965s. Their toys are known for their durability and flexibility...

EcholoN can be designed, configured and adapted to your needs in a very fine-grained way without programming. EcholoN remains updateable.

EcholoN is like LEGO**...

LEGO is a building system with stable components that can be combined easily and quickly.

EcholoN also supplies stable standard components and modules that can be combined as desired. Your creativity determines the solution.

EcholoN is like PLAYMOBIL***...

PLAYMOBIL delivers high-quality and comprehensive scenarios.

EcholoN also offers just that - standard workflows, processes and templates for your use cases - which can also be customised. EcholoN - Standard: simple, fast and efficient. Helps companies save time and money.


Key benefits of EcholoN

Simple standard as "Ready To Go" - out of the box - fast setup - On Premise - SaaS

- the individual standard software tailor-made suit-


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

Not sure about EcholoN? Compare with a popular alternative

EcholoN

4,7 (35)
VS.
Highly reviewed

Starting Price

US$5 500,00
one-time
US$7,75
month

Pricing Options

Free version
Free trial
Free version
Free trial

Features

190
160

Integrations

56
20

Ease of Use

4,2 (35)
4,0 (13 934)

Value for Money

4,5 (35)
4,3 (13 934)

Customer Service

4,8 (35)
4,2 (13 934)
Green rating bars show the winning product based on the average rating and number of reviews.

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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

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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.

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

Reasons for Choosing EcholoN

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

Switched From

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]

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.

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: 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:

iPhone (Mobile), iPad (Mobile)

EcholoN integrates with the following applications:

AutoCAD, Azure Storage, AzureDesk, CTI, ChatGPT, D3 DBMS, DATEV Audit, DATEV Report, DeepL Pro, EDI2XML, EDIConnect, EcholoN, Facebook Data Extractor, GPT-4, GPTForm.ai, GraphQL Editor, HelpDesk, ITIL Service Desk Software, ITILogix, ITSM 365, Instagram, LDAP Manager, LinkedIn Smart Connector, MEDIA-CTI, MQTT Broker, MQTT Buddy, MQTTCHAT, MQTTRoute, Microsoft Azure, Microsoft Outlook, NetSupport ServiceDesk, ODBC Driver for Oracle, ODBC Driver for Salesforce, OpenIDM, OpenideL, Oracle Social Cloud, Playground, PowerSell, RocketChatLauncher, SEO GPT, SNMP .Net Component, ServiceDesk, ServiceNow, Single Sign-On, Smart at tools for kintone CSV input/output, SoapUI, TOPdesk, Telegram, WebSeries, WhatsApp, WhatsApp API, WhatsApp SCRM, Zoiper, iET ITSM, iTSM, pdfMachine

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.