Customer Service & Customer Support

EcholoN Customer Service bundles all central functions for efficient customer support, after-sales, and service processes - across channels, digitally, and in a structured manner. The solution links ticketing, help desk, and service desk with a knowledge base, CMDB, and self-service portal, ensuring that no customer inquiry is lost.

All service requests - whether via phone, email, chat, messenger, or web portal—are centrally recorded, prioritized, processed, and tracked. With the integrated knowledge base and FAQs, many issues can be resolved in self-service before an employee intervenes.

The CMDB (Configuration Management Database) maps devices, systems, equipment, and spare parts - including relationships, parts lists, and versioning-providing context for malfunctions or service cases.

Other key features include:

• Service order management & billing: Open orders, hours worked, materials used, and service contracts are recorded and made available for billing.
• Mobile access & real-time communication: Your service teams are also connected in the field – with up-to-date information and real-time updates.
• Proactive planning: Maintenance, servicing, and repair work is brought forward or reminded of in a timely manner, which increases customer satisfaction and service quality.

EcholoN Customer Service has a modular structure, can be flexibly configured, and can be combined with other modules such as Field Service Management or Service Desk, depending on your needs and the size of your organization.

In short: With EcholoN Customer Service, you can create a reliable, digital service platform for after-sales, support, and customer interaction. All processes are clearly modeled, transparent, and automatable - for greater efficiency, faster response times, and increased customer satisfaction.

👉 Learn more: EcholoN Customer Service & Customer Support  see also What is good customer service and how can software help?