Support, Processes, and Customer Service in Retail Have Been Restructured

Manage customer inquiries, service cases, and supply chains
digitally and cost-effectively

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Your challenge:
High service costs, complex supply chains, rising numbers of complaints

Unstructured communication, a lack of transparency, and the use of parallel tools lead to delays, errors, and high service costs—particularly when it comes to complaints, returns, and delivery issues.

Our Solution:
Centralized Control and Streamlined Processes in Customer and Logistics Services

EcholoN consolidates all service- and process-critical workflows into a single central platform. Emails, Excel spreadsheets, and manual coordination are replaced by automated workflows. Customer inquiries, logistics cases, and complaints are recorded in a structured manner, assigned, and processed in accordance with SLAs, with clearly defined responsibilities and complete documentation.

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Ticket System & Service Desk

Centrally record customer inquiries, complaints, and internal service cases; automatically assign them; and process them based on SLAs

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IT Service Management mit CMDB & Service Level Management

Manage point-of-sale, payment, inventory management, and logistics systems in a structured manner; reduce downtime; and track assets effectively

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Workflow Engine & Self-Service Portal

Digitally process, automate, and manage returns, delivery notifications, and supplier communication without any media breaks

HORNBACH relies
on EcholoN

HORNBACH has replaced an outdated ticketing system with EcholoN, thereby creating consistent, scalable service processes. Thanks to self-service, integrated email management, and KPI reporting, transparency and efficiency in IT support have increased, opening up new opportunities that extend into logistics services.

“With EcholoN, we have created an integrated service management platform that provides us with a high degree of transparency, efficiency, and security.”{iflng}}

Thorsten Lang
IT Technician & Project Manager, HORNBACH Baumarkt AG
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Your benefits:
less effort, faster processes, lower service costs

30–50 %
less manual coordination and processing effort. Automated service workflows and centralized ticket management replace manual coordination
Up to 60%
shorter processing times. Automatic ticket assignment, SLA monitoring, and clear escalation rules speed up service and logistics processes
100%
digitally traceable process history within the system. Every service case, every complaint, and every logistics operation is documented in an audit-proof manner, including a timestamp, the person responsible, and status history

Contact
Let's talk!

Direct Contact Request

We will get back to you within 72 hours.

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Your contact:

Ralph Bockisch

mIT solutions GmbH
Quickborner Straße 79
25494 Borstel-Hohenraden

+49 4101 6969 3
vertrieb@mitsolutions.de