EcholoN

What is EcholoN

EcholoN is a comprehensive service management software suite developed by the German company mIT solutions GmbH. Headquartered in Borstel-Hohenraden, Germany, the company has created a holistic platform designed for Enterprise Service Management (ESM) and IT Service Management (ITSM). The core purpose of EcholoN is to organize, control, and automate service processes across all departments of a business, not just IT. This includes helpdesk, customer support, facility management, and more. The software is built on a modular principle, allowing companies to start with a basic ticketing system and scale up to a full enterprise-wide solution. As a product "Made in Germany," it places a strong emphasis on data security and reliability.

EcholoN Features

EcholoN provides a wide range of features to manage service delivery effectively.

• Holistic Ticketing System: Manage incidents, problems, and service requests from a central platform. It supports the entire lifecycle from creation to resolution.
• Enterprise Service Management (ESM): Extend service management principles beyond IT to other business areas like Human Resources, Facilities, and Finance.
• IT Service Management (ITSM): Offers processes compliant with ITIL standards, including incident, problem, change, and configuration management.
• Workflow Automation: Design and automate complex service processes without needing to write code. This reduces manual work and ensures process consistency.
• Modular and Scalable Architecture: The software is built like a construction kit. You can start with essential modules and add more functionality as your business needs grow.
• Multi-Client Support: Access the system through various clients depending on the user's role, including a Windows desktop client, a web app for any browser, and native mobile apps for iOS and Android for field service agents.
• Flexible Deployment: EcholoN can be deployed on-premise for full control, used as a SaaS solution in the cloud, or operated as a fully managed service.
• Customization without Programming: The platform allows for deep configuration of forms, fields, and workflows to match specific company needs, while ensuring the system remains updateable.

EcholoN Pricing Plans

EcholoN offers several editions to fit the needs of different organizations. Pricing is typically provided upon request through a custom quote.

• Express Edition: This is the entry-level plan, suitable for smaller teams or departments that need a professional ticketing and helpdesk solution to get started.
• Business Edition: Aimed at growing companies, this plan includes more advanced ITSM processes, workflow automation capabilities, and integration options.
• Enterprise Edition: The most comprehensive plan, designed for large organizations. It provides the full suite of ESM and ITSM features, supporting complex, multi-departmental service structures and offering extensive customization.

Each plan can be scaled to the next level by simply updating the license key, preserving all existing data, settings, and workflows.

EcholoN Free Plan

EcholoN does not offer a publicly available free plan. As an enterprise-focused software, it provides tailored solutions that require consultation and configuration. However, interested companies can contact mIT solutions GmbH to request a personalized demonstration or a trial version to evaluate the software's capabilities for their specific requirements.

How to use EcholoN

Getting started with EcholoN involves a structured implementation process.

1. Choose a Deployment Model: Decide whether to host EcholoN on your own servers (on-premise) or use the cloud-based SaaS version.
2. Initial Setup and Configuration: An administrator configures the system by defining user roles, permissions, and service categories. This often includes integrating with an existing user directory like Active Directory.
3. Design Workflows: Use the visual process designer to map out your service processes. For example, create a workflow for handling new employee onboarding or for managing critical IT incidents.
4. Manage Service Requests: End-users can submit tickets through a self-service portal, by email, or by phone. Service agents then use their preferred client (web, desktop, or mobile) to view, prioritize, and work on these tickets.
5. Automate Tasks: Set up automation rules to handle repetitive tasks, such as assigning tickets to the correct team, sending status updates to users, or escalating overdue issues.
6. Monitor and Report: Utilize the built-in reporting tools to track key performance indicators (KPIs) like first-response time, resolution rate, and customer satisfaction.

Pros and Cons of EcholoN

Pros:

• Highly Flexible: The system can be extensively customized to fit very specific and complex business processes.
• Scalable Solution: A company can grow from a simple helpdesk to a full enterprise service management platform without changing software.
• German Data Security: Being a German product, it adheres to high standards of data privacy and security, which is a significant advantage for European companies.
• Multiple Deployment Options: The choice between on-premise and cloud hosting offers great flexibility.
• Holistic Approach: It effectively breaks down silos between departments by providing a single platform for all service-related processes.

Cons:

• Steep Learning Curve: The high degree of configurability can make the initial setup and administration complex.
• Opaque Pricing: Pricing is not publicly listed and requires a custom quote, which can be a hurdle for evaluation.
• Regional Focus: The primary market is German-speaking countries, so international support and community resources may be less extensive than global competitors.
• Traditional User Interface: The user interface may feel less modern compared to some newer, cloud-native SaaS platforms.

EcholoN Integrations

EcholoN is designed to connect with other core business systems to create a seamless process landscape.

• Active Directory / LDAP: For synchronizing user accounts, groups, and roles, which simplifies user management and authentication.
• CRM Systems: Integration with CRM platforms allows service agents to have a complete view of the customer when handling support tickets.
• ERP Systems: Connects with ERP software like SAP for processes related to asset management, logistics, or billing for services.
• Email Servers: Integrates with Microsoft Exchange and other email systems to automatically convert incoming emails into service tickets.
• Monitoring Tools: Can be linked with IT monitoring solutions to automatically generate incident tickets from system alerts.

EcholoN Alternatives

• Jira Service Management: A strong competitor, especially for companies that already use Jira for software development. It offers deep integration with the Atlassian ecosystem.
• ServiceNow: A leading platform in the enterprise ITSM and ESM market. It is extremely powerful and comprehensive but is also known for its complexity and high cost.
• Freshservice: An ITIL-aligned service desk solution known for its user-friendly interface and fast implementation time. It is a popular choice for mid-sized businesses.
• Zendesk: While it started as a customer support tool, Zendesk has expanded its offerings for internal IT support. It is known for its simplicity and ease of use.
• TOPdesk: A Dutch competitor with a strong presence in Europe, offering a comprehensive and user-friendly platform for ITSM and facility management.

EcholoN API

Yes, EcholoN provides a powerful API to enable custom integrations and extend the platform's functionality. The API allows developers to connect EcholoN with other third-party applications, automate data exchange, and build custom solutions on top of the EcholoN platform. Access to the API documentation and credentials is typically provided to customers with a valid license. You would need to contact their support or your account manager to get access.

Here is a generic example of how you might use a REST API to fetch a ticket, for illustrative purposes:

# Example using cURL to get ticket details
curl -X GET 'https://your-echolon-instance.com/api/v1/tickets/TICKET-12345' \
-H 'Authorization: Bearer YOUR_API_TOKEN' \
-H 'Content-Type: application/json'

EcholoN Affiliate Program

There is no public information available regarding a standard affiliate program for EcholoN. Enterprise software companies like mIT solutions GmbH typically work through official partner programs, which may include resellers, implementation partners, and technology partners. These programs are more structured than a typical affiliate link system. If you are interested in partnering with EcholoN, it is best to contact the company directly through their official website to inquire about their partnership opportunities.