Case Study: Videor E. Hartig GmbH

Customer Service, Knowledge Base, and CTI-Based Support with EcholoN

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The Initial Situation

Videor wanted to significantly improve support both internally and externally. In the past, customers sometimes lacked confidence that their inquiries were being handled reliably, as the status and progress of their requests were not transparent. At the same time, the company wanted to create a knowledge base that would document information in a structured way and, in the future, make it available to customers as well. Since no suitable off-the-shelf solution could be found initially, a custom interim solution was even developed in the meantime. The goal was to transition to a scalable help desk and service platform.

Conclusion:

Videor uses EcholoN as a foundation to structure support processes, make customer communication more transparent, and systematically build knowledge. The implementation alone improves daily ticket processing and lays the groundwork for the next phases of expansion—from internal support to field service access and long-term use as a unified platform.

About Videor E. Hartig GmbH

Videor has been one of Europe's leading distributors of professional video technology for more than 40 years. Its product range extends from components to complete solutions in the fields of security, networking, imaging, and broadcast.

“It was essential to feel ‘understood’ right from the start …—a partnership on equal footing.”

Hans-Jürgen Sieberling
Head of IT, Videor E. Hartig GmbH

Goals and Challenges

Improved, transparent support for customers and internal users

Development of a structured knowledge base for faster solutions and documentation

Web client, multilingual support, and CTI integration as key requirements

Operation within the existing system environment (including Citrix) with impressive performance

Team acceptance: standardized ticket creation and customized submission processes

Solution Approach with EcholoN

To professionalize ticket handling and communication processes and make the processing status transparently available, Videor chose EcholoN as its help desk and service platform. In addition to the web client, multilingual support, CTI options, and Citrix compatibility, the decisive factor was, above all, the rapid alignment in our shared understanding of the requirements. The implementation was to be carried out in a spirit of partnership, pragmatism, and a clear focus on results. Looking ahead, EcholoN is also intended to serve as a unified platform for internal support and, later, for project-related processes as well.

Key Measures

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Implementation of EcholoN for support of the customer base as the first phase of expansion

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Adjustment of the ticket entry logic and internal structures to ensure clean data foundations

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Prioritizing CTI Use (CTI Manager) for More Efficient Handling of Incoming Contacts

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Launch of the knowledge base for the systematic documentation of solutions

Preparing for Further Rollouts (internal support, field service access)

Results and Added Value

  • Simplified ticket processing and clearer, standardized case creation processes
  • Greater transparency for customers through visible processing status and clearer communication
  • Improved collaboration in support through structured case data instead of notes or ad-hoc solutions
  • Foundation for scalable knowledge base operations and future self-service scenarios
  • Opportunity for improved field service: access to cases for optimal preparation of customer visits

““From the beginning to the current project status, it's been very good—the meetings are very productive.””

Hans-Jürgen Sieberling
Head of IT, Videor E. Hartig GmbH

About EcholoN

EcholoN is an enterprise service management suite from mIT solutions that allows you to map, automate, and evaluate service processes—including tickets, workflows, a knowledge base, roles/locations, and optional CTI and web client support.

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