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EcholoN is a configurable Enterprise Service Management (ESM) and IT Service Management (ITSM) platform developed by mIT solutions GmbH in Germany.
EcholoN combines Service Desk, Ticket Management, Incident Management, Problem Management, Change Management, CMDB, IT Asset Management, Knowledge Management, Self-Service, Service Level Management and workflow automation in one integrated system.
Beyond IT, EcholoN supports cross-departmental Enterprise Service Management scenarios such as HR services, facility management, quality management and customer service. Field Service Management capabilities support dispatching, mobile technicians, service documentation and offline work.
Processes, forms, roles, workflows and data structures can be adapted to organization-specific requirements. Interfaces and APIs connect EcholoN with existing ERP, CRM, monitoring and other business systems.
EcholoN is available for cloud/SaaS, on-premises and managed-service operation and can scale from professional ticketing and help desk scenarios to enterprise-wide service and process management.
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EcholoN's answer:
What makes EcholoN unique is the combination of configurable standard software and extensive process flexibility.
Instead of forcing organizations into rigid predefined workflows or requiring extensive custom development, EcholoN allows processes, forms, roles, workflows and data structures to be adapted to individual requirements – while the software remains maintainable and updateable.
Key differentiators include:
This makes EcholoN particularly suitable for organizations that want to standardize service processes without losing the flexibility to reflect their own structures, responsibilities and business requirements.
EcholoN's answer:
Organizations should choose EcholoN when they need more than a simple ticketing or help desk solution and want a configurable platform that can grow with their service management requirements.
Key reasons to choose EcholoN include:
The main advantage is that organizations do not have to combine multiple disconnected tools for ticketing, ITSM, CMDB, customer service and field service. EcholoN provides these capabilities within a configurable and integrated service management platform.
EcholoN's answer:
EcholoN is primarily designed for medium-sized and large organizations that need structured, configurable and scalable service management processes.
Typical users include:
EcholoN is particularly suitable for organizations where a basic help desk or ticketing tool is no longer sufficient and where service processes need to be integrated with existing systems, organizational structures and business workflows.
EcholoN's answer:
The story of EcholoN goes back to the development of professional service management solutions by mIT solutions GmbH, an owner-operated German software company founded in 1994 near Hamburg.
In 1999, the EcholoN consortium was established, bringing together expertise in software development, consulting, implementation and service management. Since then, EcholoN has continuously evolved alongside the requirements of its customers and the changing role of service management in organizations.
What started with a strong focus on structured service and support processes has developed into a comprehensive platform for Enterprise Service Management, IT Service Management, Service Desk, Customer Service and Field Service Management.
Over the years, capabilities such as workflow automation, CMDB, IT Asset Management, Self-Service, Knowledge Management, mobile service processes and system integration have become part of the EcholoN platform.
A central principle has remained consistent throughout this development: standard software should be adaptable to individual business requirements without turning into a difficult-to-maintain custom solution. EcholoN therefore combines configurable processes, workflows, forms and data structures with the ability to keep the platform maintainable and updateable.
Today, the EcholoN consortium has more than 100 active EcholoN specialists in three countries, while the software is used by organizations across a wide range of industries and service scenarios.
EcholoN's answer:
EcholoN is built on established Microsoft technologies and combines a robust application framework with modern web, integration and automation technologies.
The primary technologies and technical concepts include:
Microsoft .NET Framework: The EcholoN software platform is developed on the Microsoft .NET Framework and provides the technological foundation for the EcholoN application environment.
Microsoft SQL Server: EcholoN uses SQL Server for relational data management. Client-side caching supports efficient access and scalability within the application environment.
Windows, Web and Progressive Web Apps (PWA): EcholoN Clients include native Windows applications as well as modern web applications and Progressive Web Apps. The PWA provides browser-based access across Windows, macOS, Linux, Android and iOS.
GraphQL API: The EcholoN Enterprise platform provides a GraphQL API Explorer for accessing and working with EcholoN objects and data structures.
REST / JSON and Web Services: EcholoN supports integration with external applications and services through REST/JSON as well as SOAP/WSDL web services.
Data Integration and ETL: The EcholoN Data Workflow System (DWS) provides an integrated ETL platform for extracting, transforming and exchanging data between EcholoN and external systems.
Enterprise system integration: Supported integration technologies and data sources include SQL/ODBC, LDAP, Active Directory, Microsoft Entra ID, SAP via BAPI and web services, monitoring systems and MQTT-based industrial systems.
Workflow technology: EcholoN includes its own workflow technology for modelling and automating processes, tasks, approvals and cross-departmental workflows.
Flexible application framework: The EcholoN Enterprise Application Framework supports the design of Windows, web and mobile applications as well as organization-specific processes and extensions.
EcholoN can be operated on-premises, as a cloud/SaaS solution or as a managed service, allowing organizations to select an operating model that fits their infrastructure and governance requirements.
This technology foundation enables EcholoN to combine enterprise-grade service management with flexible process design, workflow automation and extensive integration capabilities.
EcholoN's answer:
EcholoN is used by more than 400 customers across a wide range of industries, including retail, manufacturing, transportation, healthcare, public administration, financial services and IT services.
Some well-known customers and publicly documented reference projects include:
Additional organizations publicly listed as EcholoN reference customers include AIRBUS, Panasonic, STADA Arzneimittel, DNV GL, REMONDIS IT Services, HARTING IT Services, ZOLLERN, Vivantes, University of Applied Sciences Rhine-Waal and numerous other private and public-sector organizations.
All incoming support and training requests as well as service orders are handled with EcholoN. In addition - through delegations to other departments - change requests or second & third level processing are managed. An option to optimise our own processes on a regular basis is offered by reporting: evaluation of completion categories and type of service contracts of the requester(s).
As far as data reconciliation with our ERP and stability are concerned, EcholoN is colossally reliable. We have been using EcholoN for 2 years - with over 20k tickets/year - and it runs perfectly; no failures.
To be able to react adequately to different situations and to give us an invaluable overview, we use the possibility of the different cockpits. Predefined mandatory fields set in the appropriate places guarantee both a seamless flow of information and reliable evaluations. The latter can be created with maximum flexibility. New staff can be trained quickly, because the operation is intuitive.
We continue to expand the system and use it as strategic group software. Very constructive cooperation with the colleagues from EcholoN.
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 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: 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 is now very simple, 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.
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