Testimonial: Dr. Netik & Partner GmbH

Comprehensive IT Service Management and Managed Services with EcholoN

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The Initial Situation

Dr. Netik & Partner is an IT service provider that focuses on managed services, IT infrastructure, and application development. The company was increasingly held back by its outdated service system, as it no longer met the requirements for scalability, transparency, and professional customer communication. The solution, which was over 15 years old, was unable to process incoming inquiries—particularly those received via email—in a structured manner. It lacked a central ticketing interface, clear responsibilities, and transparent status updates for customers. This resulted in disjointed processes, a lack of overview, and rising customer dissatisfaction. Additionally, business risks arose due to a lack of traceability, interoperability, and scalability. For a growing managed services business, this situation was no longer sustainable.

Conclusion:

In 2021, Dr. Netik & Partner launched EcholoN, a scalable service management platform. This platform centrally consolidates ticket processing, customer communication, service tracking, and billing. Today, EcholoN serves as the linchpin of the entire service operation—from technical support to the customer portal.

Structured ITSM processes, a transparent service portal, and a noticeably higher quality of service characterize day-to-day operations. Service consultations and management analyses are based on EcholoN data, enabling clear, data-driven management of day-to-day business.

About Dr. Netik & Partner GmbH

Dr. Netik & Partner GmbH is an IT services company that specializes in managed services, IT infrastructure, cloud services, and application development. The company serves clients across various industries and places great emphasis on efficient service processes, transparent communication, and a robust and scalable service organization.

“EcholoN has provided us with tremendous support in restructuring our service processes, improving service quality and customer satisfaction, and strategically preparing for future initiatives such as ISO certification, SLA implementation, and the optimization of change management processes.”

Andreas Blohm
Managing Director, Dr. Netik & Partner GmbH

Goals and Challenges

Replacement of a system that was over 15 years old and development of a future-proof platform

Optimization of internal communication and structured process handling

Transparent customer communication including status updates and notifications

Introduction of a true service portal as a central point of contact for customers

Scalability and traceability for growing managed service structures

Integration with billing and accounting to ensure services are fully documented

Solution Approach with EcholoN

After evaluating several solutions, Dr. Netik & Partner chose EcholoN in 2021. The deciding factors were scalability, the comprehensive mapping of core ITSM processes, and the ability to consolidate multiple standalone solutions into a single integrated platform. One alternative (Managed Engine/Service Desk) was ruled out due to a lack of interoperability. EcholoN, on the other hand, met all requirements, particularly with regard to accounting and billing integration. The rollout took place as a “small Big Bang” in the IT department, followed by the customer service portal and the integration of the development department. It took approximately seven to eight months from project start to go-live.

 

Today, EcholoN covers all core processes: incident, request, change, SLA, maintenance, reporting, resource management, and billing processes. The multi-tenant service portal also enables customers to manage their own sub-customers. MS NAVISION, Docusnap, and PRTG were integrated via the Data Workflow System (DWS). As a result, all processes are fully documented, transparently traceable, and billable.

Key Measures

Icon eines Monitors mit Schraubenschlüssel als Symbol für Systemwartung, IT-Service und technische Unterstützung

Introduction of EcholoN as a central service management platform (launched in 2021)

Big Bang rollout in the technical department, followed by expansion to the customer portal and development

Icon einer Benutzeroberfläche mit Checkliste und Lupe als Symbol für Analyse, Prüfung von Prozessen und strukturierte Aufgabenverwaltung

Development of a modern service portal for internal and external users

Icon mit zwei ineinandergreifenden Zahnrädern und Pfeilen als Symbol für automatisierte Abläufe, Prozessoptimierung und kontinuierliche Workflows

Illustration from Incident, Request, Change, SLA, Maintenance, and Resource Management

Icon einer Benutzeroberfläche mit Checkliste und Lupe als Symbol für Analyse, Prüfung von Prozessen und strukturierte Aufgabenverwaltung

Launch of a central knowledge database featuring a wiki, checklists, and templates

Icon einer Cloud mit Pfeilen nach oben und unten als Symbol für Datenaustausch, Synchronisation und Cloud-basierte Prozesse

Integration of Docusnap documentation and monitoring integration via PRTG

Icon eines Monitors mit Schraubenschlüssel als Symbol für Systemwartung, IT-Service und technische Unterstützung

Integration of service tracking directly into the ticketing process

Icon eines Zertifikats mit Siegel als Symbol für Qualitätssicherung, Compliance und geprüfte Standards

Introduction of end-to-end reporting and controlling

Icon einer Cloud mit Pfeilen nach oben und unten als Symbol für Datenaustausch, Synchronisation und Cloud-basierte Prozesse

Integration of MS NAVISION via the EcholoN Data Workflow System (DWS)

Icon eines Headsets mit Sprechblase als Symbol für Support, Kundenservice und digitale Kommunikation

Establishment of monthly service consultations based on EcholoN analyses

Icon einer Benutzeroberfläche mit Checkliste und Lupe als Symbol für Analyse, Prüfung von Prozessen und strukturierte Aufgabenverwaltung

Multi-client capability in the portal , including sub-client management by clients

Results and Added Value

  • Significantly Higher Service Quality
    Structured processes, transparent workflow management, and clear lines of responsibility noticeably improve service quality.
  • Centralized Management and Controlling
    Filtering, reporting, and analysis functions enable management overviews at the click of a button as well as targeted interventions.
  • Transparent customer communication
    Customers are notified directly from within work orders and receive status updates via the service portal.
  • Traceability and billability of all services Every request leaves a complete audit trail—including services, service calls, and contract types.
  • Seamless handoffs.
    All information is documented chronologically within the case—handoffs occur without any loss of efficiency.
  • More efficient service recording and billing
    Services no longer need to be recorded in separate systems such as NAVISION, but directly in EcholoN.
  • Optimized collaboration and seamless handoffs
    Tickets can be taken over immediately in the event of absences or handoffs. Knowledge and solutions are centrally available.
  • Reduced workload for first-level support
    Operational effort is reduced thanks to the structured 1st/2nd/3rd-level organization, as well as the knowledge base and search functionality.
  • Improved service portal with high user acceptance
    The transition went “seamlessly” for customers. The portal has been well received—feedback is pragmatic: “No complaints is praise enough.”

Key Metrics and Scope of Use

  • Launch: 2021
  • Project duration until go-live: 7–8 months
  • Ticket volume: approx. 30–40 tickets per workday
  • User structure:
    • 5 users in the user client
    • approx. 40 users in the Web Client / Web App rclient
    • approx. 500 users in the service portal
  • Active portal usage:
    • approx. 50 internal users
    • approx. 220–230 users in the customer portal

About EcholoN

EcholoN is mITsolutions’ modular enterprise service management platform. Thanks to ITIL-based processes, workflow automation, a service portal, reporting, a knowledge base, and the EcholoN Data Workflow System (DWS), EcholoN is ideally suited for organizations that want to manage their service processes in a scalable, transparent, and efficient manner—both in IT service management and in related business areas.

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mIT solutions GmbH
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25494 Borstel-Hohenraden

+49 4101 6969 3
vertrieb@mitsolutions.de