EcholoN vs. OTRS Comparison Chart

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.
• 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.
• 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.
• 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.
• 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".
• 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.
• 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.
• 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.
• 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.
• 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.