Case Study: Coppenrath & Wiese

Effective IT Support & Central Knowledge Base with EcholoN

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The Initial Situation

A stable and responsive IT system is essential for the production and logistics operations at Coppenrath & Wiese. However, the previous ticket system, which was based on Lotus Notes, was increasingly unable to meet these requirements. Performance deteriorated, requests were forwarded haphazardly to individual employees, and the growing body of knowledge was scattered across multiple systems.

The consequences were lengthy search times, a lack of transparency, and inefficient support processes. To modernize its structures, centralize access to expertise, and implement ITIL-compliant standards, Coppenrath & Wiese decided to switch to a unified service management platform.

Conclusion:

With EcholoN, Coppenrath & Wiese has introduced a modern, ITIL-oriented service platform. This platform speeds up ticket processing, centrally consolidates knowledge, and sustainably increases the first-resolution rate. Today, IT support operates more efficiently, transparently, and in a much more structured manner.

About Coppenrath & Wiese

Conditorei Coppenrath & Wiese is Europe's leading manufacturer of frozen baked goods. The company, which employs over 2,200 people at its locations in Osnabrück and Mettingen, produces cakes, desserts, rolls, and pastries for the international market.

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“The constant growth in documentation and knowledge entries across various systems made it significantly more difficult to quickly find solutions to problems.”

Robert Stoll
IT Support Team Leader, Coppenrath & Wiese

Goals and Challenges

Professional Knowledge Management

Faster Resolution of IT Incidents

Automatic Ticket Assignment by Topic & Responsibilities

Process optimization according to ITIL

Greater transparency in support

A centralized service and documentation system

Solution Approach with EcholoN

To comprehensively reorganize the service processes and consolidate the growing knowledge base into a centralized system, Coppenrath & Wiese chose EcholoN. EcholoN offers a modern interface, flexible workflows, and ITIL-oriented structures that intuitively guide users through the entire process.

Right from the initial contact, support staff receive automated suggestions for solutions, relevant documents, or best practices. Thanks to the CTI integration and centralized ticket histories, they can provide information quickly. At the same time, a structured knowledge base was established to permanently preserve solutions and resolve recurring issues more quickly.

Key Measures

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Introduction of the EcholoN service platform as the central ITSM system

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Development of a structured knowledge base for support and documentation

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Implementation of ITIL-compliant processes, including incident and problem management

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Integration of CTI, Service Catalog, and Documentation into EcholoN

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Training for support teams & technical experts

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Introduction of Automatic Status Updates & Notifications

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Optimizing Ticket Prioritization & Resource Allocation Through Reporting

Results and Added Value

  • Faster ticket processing & higher first-time resolution rate
  • Centralized knowledge base for all employees
  • Fewer manual search processes thanks to intelligent pop-ups
  • Greater transparency in all IT processes
  • Systematic improvements through ITIL-compliant workflows

“EcholoN ensures clear processes and measurable improvements. This has allowed us to significantly reduce processing times.”

Robert Stoll
IT Support Team Leader, Coppenrath & Wiese
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About EcholoN

EcholoN is mITsolutions’ modular service management platform. It provides a powerful foundation for modern IT service management with ITIL processes, self-service, workflow automation, reporting, centralized knowledge management, and DWS data integration.

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