1. Capture cases from multiple sources
Register cases involving customers, employees, suppliers or external systems through hosted forms, embedded experiences, internal users and APIs, including identified, confidential and anonymous reporting.
Case Management — CM
Don't just track cases. Drive resolution.
Clarity, accountability and momentum for every case.
A case is more than a ticket. Resolving it requires understanding what happened, who is responsible, what information is missing, which commitments apply and what needs to happen next.
Echlio CM brings those elements together to help organizations coordinate resolution across people, teams and systems.
Conceptual Resolution Engine — Echlio CM
1. Multi-Source Case Intake & Routing
Customers • Employees • Suppliers • External Systems (Identified, Confidential & Anonymous)
Configurable Categories, Workflows, Priorities, Queues & SLAs
2. Coordinate Dependencies with Requirements
Requirement: Evidence & Information
Owner: Assigned Team / ColleagueClear Responsibility & Due Date
Requirement: Operational Action
Owner: Operations / PartnerTracked Under Case Owner
End-to-end case ownership preserved across all dependencies
3. Process Intelligence & SLA Tracking
First Response & Intake12m
Workflow Routing & Queues45m
Requirements & Blocking Periods18h
Verified Resolution✓
Key capabilities
2. Organize work with workflows and routing
Use configurable categories, workflows, priorities, teams, queues and assignment strategies to guide cases toward the right people.
3. Coordinate dependencies with Requirements
Request information, evidence or actions from colleagues, teams and reporters, with clear responsibilities and due dates, without losing end-to-end ownership of the case.
4. Manage service commitments with SLAs
Track first-response, resolution and workflow-stage commitments. Monitor risks, overdue work and escalation rules to keep cases moving.
5. Collaborate securely throughout resolution
Coordinate internal work, communicate with reporters, manage attachments and restricted cases, and enable secure external follow-up according to organizational policies.
6. Standardize and automate repetitive work
Use controlled automations, notifications, reusable responses and a knowledge base to help teams operate consistently.
7. Understand the resolution process
Analyze volumes, backlog, response and resolution times, dependencies, blocking periods and SLA performance. Use Process Intelligence to identify where work slows down.
Use cases
Customer complaints
Coordinate resolution across service and operational teams.
Employee inquiries
Manage internal situations that require follow-up or collaboration.
Supplier issues
Track dependencies and commitments involving external parties.
Sensitive reports
Handle confidential or anonymous cases with appropriate access controls.
Cross-functional resolution
Coordinate contributions from multiple teams while preserving a clear case owner.
Resolution takes more than a ticket.
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