EcholoN
Comprehensive Enterprise Service Management Software for Seamless Process Optimization
About EcholoN
EcholoN is a modular Enterprise Service Management (ESM) suite designed to streamline service, support, and customer care across all departments. With flexible workflow automation, seamless integration with existing systems like CRM and ERP, and scalable editions from ticketing to full enterprise solutions, EcholoN adapts to your needs without requiring programming. Trusted by industry leaders like McDonald's and Transdev, it ensures data security, compliance, and continuous updates for long-term reliability.
FAQ
EcholoN can be used in any type of company, from small or medium-sized service providers, trading companies or machine and plant manufacturers to large corporations.
Support requests are recorded via a logically structured dialogue that leads through the entire recording process. Incoming customer emails, service portal requests, phone calls, and live chats are automatically handled in standard and real time.
The integrated knowledgebase offers quick and easy solutions, allowing answers to be given on first contact. Once a ticket has been successfully closed, the solution is available as knowledge in the knowledgebase.
The setup is done on servers provided by you, and EcholoN adapts to your infrastructure (physical, virtualized, or external data center) and supports your security concept. You have full control over your data, and they always remain in your hands.
Yes, the software supports integration with third-party systems such as client management solutions, monitoring, network management (e.g., Nagios, Zappix), and remote maintenance systems.
The Helpdesk can be structured over three levels. The first level support has access to the knowledgebase or can pass on requests to the appropriate department (second level). The expertise of the third level team is available through the knowledgebase at all levels.
The software allows you to monitor your KPIs at any time through ad hoc evaluation of your data. It also includes 60 'Good Practice Reports' and a graphic designer to create custom reports, helping you track performance and identify trends.
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