Case Study: DNV GL Maritime Software

Efficient Customer Support and Knowledge Management with EcholoN

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The Initial Situation

The DNV GL Group is internationally recognized as a leading inspection and certification body for the shipping industry and serves a steadily growing number of maritime clients worldwide. As its subsidiary, GL Maritime Software, experienced strong growth, the demand for high-performance customer support also increased.

However, the existing service tool proved inadequate because it operated in isolation, offered no integrated workflows, did not enable structured ticket management, and made it difficult to process inquiries efficiently due to a lack of knowledge management features. The rising number of international support cases also made it clear that self-service, transparency, and standardized processes were urgently needed.

Conclusion:

With EcholoN, DNV GL has introduced a comprehensive service management platform that structures service processes and makes them globally scalable, while also measurably reducing the workload on the support team. Customers now benefit from self-service, clear status updates, and an integrated knowledge base. The internal team, on the other hand, works in a more transparent, efficient, and data-driven manner.

About DNV GL Maritime Software

DNV GL Maritime Software develops digital solutions for fleet management, maintenance, crew management, and maritime operational processes. These solutions are used worldwide by shipping companies and government agencies. As a specialized unit within the international DNV Group, the company helps its customers optimize their operational processes, maintain safety standards, and reliably meet regulatory requirements.

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“EcholoN significantly reduces the workload on our support team.”

Alexander Rux
Head of Service, GL Maritime Software GmbH

Goals and Challenges

Replacement of an inadequate standalone solution

Professionalization of customer support for international shipping customers

Self-service & Knowledge Base to reduce manual inquiries

Integrated project and service management

CMDB for mapping customer-specific configurations

High transparency in support & meaningful reporting

Scalability for global growth

Solution Approach with EcholoN

DNV GL implemented EcholoN to consolidate service and development processes on a central platform and to streamline the support organization. In workshops, existing processes were analyzed, restructured, and implemented as end-to-end workflows in EcholoN. Today, the platform provides a clear and traceable overview of all service processes, facilitates communication between support and development, and enables the complete documentation of changes and customer-specific installations via the CMDB.

A web-based self-service portal offers customers and international locations direct access to status information and a comprehensive knowledge base. As a result, many inquiries can be resolved during the initial contact. After launching with the service module, EcholoN was gradually expanded to other areas and is now used worldwide.

Key Measures

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Launch of the EcholoN service platform to standardize support processes

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Analysis & Restructuring of Existing Processes

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Addition of project management and CMDB features

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Development of a global self-service portal, including a knowledge base

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Automated Routing, Status Notifications & Workflows

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Centralized Configuration Management for all customer-specific installations

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International rollout to locations such as Singapore and Hong Kong

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Continuous Reporting to Optimize Product and Release Planning

Results and Added Value

  • Significant reduction in the support team’s workload
    Self-service, automated processes, and transparent knowledge management reduce manual inquiries.
  • High transparency across all service processes
    Service volume, error patterns, and configuration statuses can be analyzed at any time.
  • Faster release and product planning
    Support data is directly incorporated into software optimizations.
  • A customer-centric, globally consistent service experience
    Ships and shipowners have insight into status & solutions at any time.
  • Scalable ITSM structure
    EcholoN supports the organization’s international growth.

“We can ensure a high level of service quality even as the number of users grows—without increasing costs.”

Alexander Rux
Head of Service, GL Maritime Software GmbH

About EcholoN

EcholoN is mITsolutions’ modular service management platform. It offers ITIL processes, self-service, workflow automation, CMDB, reporting, and DWS data integration, thereby providing maximum transparency, efficiency, and scalability for global service organizations.

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