The Initial Situation
Embru-Werke AG is an industrial company with a complex technical infrastructure. Within this infrastructure, IT plays a central role in operational processes and collaboration with both internal and external partners.
Before implementing EcholoN, Embru used a basic ticket-tracking system (“Richmond”) with limited functionality. ITIL processes could not be mapped in a structured way, process-oriented work was virtually impossible, and support was inadequate.
The company was looking for a platform that would clearly structure incident and change processes, enable systematic documentation, and allow for the transparent integration of external partners.
About Embru-Werke AG
Embru-Werke AG is a long-established industrial company headquartered in Switzerland. The company manufactures high-quality technical products and operates complex operational infrastructures. Its IT department not only supports operational processes but also coordinates collaboration with external partners and developers.
“EcholoN is extremely flexible and can be adapted to our internal processes. We use interfaces to integrate third-party systems—from inventory management to operational billing in the ERP system. We always have a clear overview of tickets, changes, and internal IT tasks. We can’t imagine working without EcholoN anymore.”
Key Measures
Implementation of EcholoN as the central ITSM platform (2006)
Implementation within 2 months
Gradual expansion to include external partners
Illustration from of incident, change, and RFC processes
Development of an integrated knowledge database
Implementation of the Data Workflow System (DWS)
Integration of Active Directory, Docusnap, and the mail server
Automated CSV Exports for ERP Integration
Introduction of reporting and analysis options at the division and employee levels
Results and Added Value
- Approximately 20% increase in efficiency
This increase applies in particular to IT support and project work, which regularly results in changes for external partners. - Reduced coordination effort
Clear process structures and improved transparency minimize internal follow-up inquiries. - Structured collaboration with external partners
External parties receive tasks directly in the system and communicate exclusively on a task-by-task basis. - Central communication platform
EcholoN is the central coordination and documentation system—both internally and externally. - Transparency for management
Workload analyses and process overviews down to the department and employee levels enable well-informed management. - Stable system integration
Automated imports and exports run reliably and continuously via the DWS.
Key Metrics and Scope of Use
- Launch: 2006
- Go-live after approximately 2 months
- Internal administrative users: approx. 22
- Users submitting requests within the company: approx. 220
- External partners: 3 companies actively connected
- Ticket volume in 2024: approx. 400–500 cases per quarter
Implementation and Support
The key factor in our success was the consistently process-oriented approach. mITsolutions’ support is described as exceptionally fast and reliable. Compared to the previous system, which offered no significant support, this is a major source of satisfaction.
About EcholoN
EcholoN is mITsolutions' modular enterprise service management platform. With ITIL-based processes, workflow automation, a knowledge base, reporting functions, and the powerful Data Workflow System (DWS), EcholoN helps companies manage incidents, changes, and cross-departmental service processes in a structured manner. The platform is stable, scalable, and integrable.
Contact
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Your contact:
Ralph Bockisch
mIT solutions GmbH
Quickborner Straße 79
25494 Borstel-Hohenraden