EcholoN

Pros: EcholoN Service Management has unexpectedly optimised our process flows in customer service and support. As a modern industrial company, we were looking for a solution that would support us in making customer service more efficient. EcholoN has fulfilled all our expectations.

The software is incredibly powerful and has all the features we need to manage and respond quickly to our customer requests. We especially appreciate the possibility of flexible workflows and the great full-text search and retrieval which gives us a lot of confidence "in our" EcholoN.

The cooperation with EcholoN's customer support was also excellent. They helped us set up the software and gave us tips on how to use EcholoN better. The software is also very user-friendly and easy to learn, which saved us a lot of time and effort.

Another advantage of EcholoN is the ability to create analyses and reports. These features have helped us to optimise our processes and increase customer satisfaction. We can now identify trends and patterns in tickets and operations and adjust our work accordingly.

Cons: It is important to understand that implementing a service management solution is not an easy task and to take the time to think through the process. It is best to start with the predefined standards. Don't change everything at once and let the colleagues from EcholoN do their consulting. Listen and also rethink sometimes, allow for new things. ;)

Overall: Overall, I can recommend EcholoN to any company looking for a powerful, user-friendly and flexibly expandable enterprise service management solution. EcholoN has helped us improve our customer service and optimise our business processes.

Pros: Thanks to its maximum flexibility, EcholoN can be optimally adapted to individual processes.
Both the import and export of data can be easily managed via interfaces: from external systems (e.g. inventory) into EcholoN and from EcholoN to third-party systems. A web-based access to EcholoN is set up for external development and thus supports our change process.

Cons: We are always able to implement all requirements: Either alone or together with mIT solutions.

Overall: We can no longer imagine being without EcholoN. It is fully integrated with us: From inventory to operational billing in our ERP. This way, we are able to get an overview of tickets, changes and internal IT tasks at any time. Via the selfhelp portal, users can view their own tickets at any time and determine the most current status.

Pros: Ease of use: Even new employees can quickly find their way around EcholoN, as it is easy to use and only requires basic information on internal processes. Templates and controlled workflows support the processes and daily work.
The possibility of working with templates and the use of controlled workflows is particularly helpful in daily work.

Cons: At first, EcholoN seems complex. Once you get used to it and understand the idea, it is easy. It should also be considered that the system allows you to design all process requirements and use cases on your own.

Overall: All requests and tasks that users bring forward within our university are handled with the help of EcholoN.

Pros: In the beginning we were looking for an uncomplicated internal helpdesk system and during SYSTEMS 2004 the person in charge at that time became aware of EcholoN. Priorities used to be as follows: Web Client / Web App for employees and Selfhelp for customers / WebServices, Knowledgebase, Asset Management. and LifeCycle Management. Especially for the inventory, we wanted a solution that is both simple and - according to our requirements - expandable: for example, a device and location management, product generation incl. serial no. and barcode, the possibility of printing and mass processing. And preferably everything automated. Of importance were the functions for escalation (automatic monitoring of the workflow, generation of tickets, management of e-mails, monitoring of tickets with escalation), as well as the option to define different ticket statuses and individual workflows. Some of the terms mentioned seem outdated nowadays. However, EcholoN is not. The product can be customised for each client, regular updates and contemporary innovations are available without restrictions.

Cons: The extent to which EcholoN can be set up depends on the respective requirements. It is due to our own desire for constant improvement that implementation sometimes takes a little more time. In any case, project management and support are available to assist. As soon as the product has been fully adapted to individual preferences, I am happy to make EcholoN's best recommendations - due to its high flexibility and ease of use. Although the manufacturer (mIT solutions GmbH) is currently operating under the motto "web first", the Windows client is not forgotten. Unfortunately, the innovations and release notes tend to contain references to the web client. The manufacturer will inform you on request whether a desired implementation can be realised in the following or one of the later versions.

Overall: EcholoN has proven to be a reliable support. Together with mIT solutions GmbH, we are continuously optimising and improving our EcholoN system.

Pros: After these years with the many innovations to be operated as well as the changes in the market and our own company requirements, I can only say: we made the right decision to introduce such a flexible tool. It simply keeps up and is always expandable. EcholoN is dynamic, steady and keeps its promises!

Pros:
The fact that we can grow together Initially, we only wanted a contact centre solution: German-language product, ITIL-based, SQL DB, very good interface concept with a fully developed ETL tool and many standard connectors, easily customisable processes, standard workflows and simple interface design for the most diverse use cases, escalation, reporting etc..

This became a ticket and helpdesk system, an IT service management with service portal for internal IT and then an enterprise service management for the entire VIVANTES landscape (hospitals, individual departments, laboratories, medical practices, rehabilitation clinics, warehouse, purchasing, logistics).

The HR department got enthusiastic and implemented its "HR-Digital" project with EcholoN.
The demand is constantly increasing and in the course of digitalisation, a central solution for the entire company was sought.

EcholoN won the Europe-wide tender "Solution for mapping digital processes".

Cons: EcholoN offers many possibilities, i.e. you want to use these possibilities: preferably all of them and immediately Always keep a cool head and go step by step!

Overall: After these years with the many innovations to be operated as well as the changes in the market and our own company requirements, I can only say: we made the right decision to introduce such a flexible tool. It simply keeps up and is always expandable. EcholoN is dynamic, steady and keeps its promises!

Pros: Because EcholoN is perfectly configurable for each of our business cases, it can be used in our many very different and specific business cases. And yet it remains user-friendly to the highest degree. The manufacturer attaches great importance to the continuous development of the Service Management Suite. Through constant optimisation, it is ensured that the use is even more pleasant for users and the implementation of new functions is even easier for administrators.

Cons: You gradually get a better overview through cooperation with the support team. One's own involvement brings joy in the autonomous integration and configuration of new business cases.

Overall: When EcholoN replaced our old product, it was met with enthusiasm and satisfaction by our users. The manufacturer's configuration support - due to the variety of functions included in the standard - was very helpful and instructive, especially at the beginning. The mIT solutions team is characterised by friendliness and competence: For the majority of our special cases we got a solution directly. And if a solution is not immediately found, our requirements are recorded and quickly taken care of. All in all, it's a lot of fun to work with EcholoN and to keep learning.

Pros: I was not involved in the evaluation of EcholoN because I joined the company later. At first I had trouble understanding EcholoN. However, the more I administered the tool, the more excited I became about it! There is hardly a business case that could not be implemented with EcholoN. I would particularly like to emphasise the professional support from mIT solutions. I was well advised at all times and have come to know all employees as very qualified.

Cons: I personally enjoy working with the SmartClient. However, I have received feedback from some users that they find it very difficult to use. For this reason, we also use the WebClient / Web App.

Overall: We are very happy with EcholoN and would recommend it anytime. Unfortunately, we use very little of what EcholoN has to offer. We mainly use the incident management.

Pros: EcholoN offers many different ways to keep track of what is happening. Individually for each colleague and each department as necessary and desired. Requirements set by us can be mapped by EcholoN and subsequently reported. The monitoring of key figures is another point that is essential for us and is given by EcholoN.

Cons: Without support, it is quite complex to create individual reports with graphics or to standardise the views.

Overall: Because EcholoN offers so many functions that are still unused by us, it is a pleasure to learn something new almost every day. So far, I have had consistently good experiences with EcholoN and especially with the team and the support of mIT. EcholoN is a good tool for getting to the heart of the service.

We are constantly expanding EcholoN as a central service management solution in the entire group (customer service, IT service management, etc.)

Pros: Countless possibilities - flexible - WebClient for admins and users - top data migration and workflow tool - a multitude of interfaces (AD, File, PS, SQL, WEB, Baramundi,...) - software updates with new functions at least 1-2 / year - fast bug fixing - configuration in the database - absolutely simple update possible - CMDB / system administration included.

Cons: "Somewhat" overloaded Windows client (WebClient just right) - new introduction can take a little longer (if you want to customise a lot).

Overall: Ticket system - automatic processing (generates ticks) of system error messages to which one then reacts - a very well thought-out concept - from the process as well as server services - top support team.

Pros: The software and customisations we implemented cover the entire spectrum, from recording and managing installed assets, assigning service partners and schedulable maintenance tasks, logging of incidents by stakeholders and third parties, digital work reports to a fully integrated invoicing workflow for owners / operators. The desired processes were implemented as we requested. We are constantly expanding the functions based on the requirements and feedback from our users to ensure ease of use and high acceptance. This speaks for itself.

Cons: None known. During the implementation process, the software was continuously adapted and expanded to meet our specific requirements.

Overall: Working closely with miT solutions, we have been able to constantly expand, adapt, correct, improve and optimise the required functions and processes of the platform, ensuring transparency, compliance, cost control and state-of-the-art reporting and analysis. EcholoN's ease of use directly contributes to broad adoption across a wide range of user roles. It has been a good and successful journey, built on continuous communication between the project teams. The communication was always very solution-oriented. The planning was always professional and focused on the goals. We felt understood and the trust built ensured sustainability.

Pros: EcholoN IT ticket system Easy handling, clear, stable system, great functionality and well and easily expandable.

Cons: We do not see any disadvantages for our processes in IT and maintenance.

Overall: We have had EcholoN in house for almost 10 years. We work with EcholoN every day because it is easy to use, perfectly serves our IT process requirements and has a simple user interface. This also applies to our maintenance department, which uses EcholoN as a CMMS. It facilitates our work across the board.

Pros: Software can be adapted very flexibly to your own processes. Extensive possibilities to create additional data fields and integrate them into the masks. Other systems can be connected and integrated very easily (Active Directory, Baramundi, Excel import, ...) Web client is available and is constantly being expanded. Software maintenance has become very easy, updates can be carried out by the customer without any problems.

Cons: Due to the flexibility, there is no "standard", each customer "must" design their own processes. Full client sometimes a bit overloaded and longer loading times, then fast operation. Functions are partly available in old and new form for compatibility reasons, which sometimes causes confusion.

Overall: We use EcholoN very extensively for our daily tasks, be it for service management, CMDB or even change management. Very good support from Germany, competent and friendly staff.

Pros: Individual configuration options, the software adapts to the company and not vice versa. - Automatic processes (ticket creation, workflows, etc.) DWS takes care of everything! - Different clients for both mobile and stationary use for the different application areas and users - High transparency for users - Good server architecture (application server, server manager, database, applications) - Updates are very easy to install.

Cons: UserClient too overloaded for some users, but you can also use the WebClient for that - No automatic database archiving, database grows quickly (depending on the application, of course).

Overall: We continue to expand the system and use it as strategic group software. Very constructive cooperation with the colleagues from EcholoN.

Pros: EcholoN is a holistic service management solution that leaves nothing to be desired. It is easy to use, flexible in its parameterisation and applicable for simple but also complex solutions in the business process. A helpdesk and ticket system that is second to none. Developed by experienced people who know what to do in the overall area of service management and how to offer their customers optimal help. Processes can be mapped down to the smallest detail. Whether manual or automated help for the customer, whether for a small/medium or large company, the possible structures can be mapped. In addition to the structural processes, the knowledge database is a very important module for providing real-time assistance to the customer. Through the complete documentation in the overall scenario of a service case, one is protected against undesired side effects. Especially nowadays, a service management tool like the market leader ECHOLON is an important instrument to stand out from the competition and to provide the customer with a powerful, yet easy-to-use solution! It is hard for me to imagine ever having to work without this system again. Working with this system as a whole simplifies the daily routine!

Cons: I can't really see any real disadvantages with this system. Like any other system, you have to be clear about what you want and which service structures you want to create. For this purpose, you are offered sufficient levers and possibilities.

Overall: Starting with the operation, the parameterisation and the use, I can only say that this system was really very well thought-out and cleanly programmed. The daily work with EcholoN is given a very high priority in the day-to-day business in order to be able to offer its customers optimal, fast and well thought-out help.

Pros: We use EcholoN for all kinds of services in our company: Sales, customer support, marketing actions, management of all assets (IT hardware, software, vehicles, heaters, etc.) with their regular maintenance and services. In addition to other organisation-wide processes. EcholoN adapts very well to our processes. Also convincing is the integration of the different communication channels and some great little things like views and reports that we can create ourselves. The surfaces are simple or complex depending on the task and role - just as needed.

Cons: A disadvantage is that the possibilities to have one's requirements implemented are so extensive that it is difficult to keep a separation between "do I need" and "would be nice if".

Overall: EcholoN has supported us reliably and effectively for many years. I can recommend EcholoN to anyone who - like us - needs a very adaptable system. In my opinion, that is exactly what makes EcholoN stand out.