We at ECHO PRM used to work in the machinery industry for several years. During this time we realized two major issues: #1 We often developed features or even products which didn't fit the market. This happened because we didn't really know what our customers, the users and the market really needed. #2 Our customer support processes were old-fashioned, slow and ineffective. We struggled to provide the important information about our products to the ones using them and we solved issues mainly via telephone, email or even whatsapp. We were searching for an effective but also easy-to-integrate solution but didn't find any. This is why we started ECHO PRM!