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Automation and productivity

Reduce costs by automating more steps in the order management cycle across sales channels.

Improve customer satisfaction by getting sales and finance on the same page.

Increase profits by seeing and leveraging the true drivers of business performance.

Automate the Order Management Cycle

Streamlining even for the most complex quote-to-cash processes, cloud-based Sage Intacct order management software is sophisticated enough to handle higher order volumes, order processing complexity, inventory challenges, and pricing structures. The result? An order-management system that saves time, improves accuracy and increases profitability.

Integrated Salesforce Management

Thanks to easy, pre-integrated Salesforce CRM connectors, you can manage the Salesforce quote-to-order cycle by enabling sales and finance to share pricing, order status, and other information and generate orders without duplicate data entry. And a prebuilt integration with Avalara automatically calculates the right sales tax for any order in any jurisdiction across all sales channels.

Order Management Workflows your way

Sage Intacct software removes the manual work from multi-channel order management and conforms to your unique workflow and pricing requirements. Simply input orders when they come in – and never enter them again. Data automatically flows to order fulfilment, billing, revenue accounting, and all the other places you need.

General Ledger Accounting Software

Multi-entity, multi-dimensional financial visibility – pure power at the heart of your financial management platform.

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Automation and Productivity

See your business clearly

Increase visibility with highly flexible financial and business reporting and track performance by multiple financial accounting standards.

Support multiple currencies and entities

Grow without limits with easy multi-currency and multi-entity management.

Stay Agile

Through a no-coding interface, you can easily manage user configurations and tailor GL workflows to automate your unique processes and workflows – without the expensive customisations.

Accelerate Closings

Increase efficiency at month-end by closing the sub-ledgers that are ready while leaving others open as needed.

General ledger and financial management platform unlike any other

Unlike basic business ledgers and GL software, Sage Intacct's powerful and innovative general ledger and financial management platform uniquely provide the extensive visibility, scalability, and flexibility you need to thrive without limitations. It's the ideal GL accounting foundation for smarter, flexible financial management.

Multi-dimensional general ledger visibility 24/7

Sage Intacct general ledger software shows you reports and dashboards across any combination of drivers and metrics. With dimension values – pre-built, user-defined, or required – you capture the unique business context of transactions, operational measures, and budgets and see the most relevant real-time views of business performance.

Multiple entity and multiple currency consolidations made easy

Sage Intacct general ledger and financial management platform make it easy to manage complex financials for multiple entities – domestically or globally. Consolidate financials with the push of a button, automate currency conversions, and get consolidated financial statements without waiting for month-end.

Robust multi-book functionality

Sage Intacct's general ledger software lets you see the difference between financial accounting statements in U.S. GAAP and IFRS, and on a cash basis – side by side. User-defined books let you easily report on a tax basis or on any country-specific or industry-specific standard.

Fast and powerful multi-ledger performance

Close your books in stages for a more efficient period end. Sage Intacct GL financial management lets you close subsidiary ledgers independently. Meanwhile, you continue to operate business-as-usual during the close period by closing one ledger while other ledgers are still processing transactions.

Cash Management

Track multiple accounts with real-time visibility and easy reconciliations.

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Internal Controls

Improve visibility into your entire cash management picture
Increase control by automating complex cash-management processes
Save hours by streamlining processing

Day-to-day cash activities in real-time

Sage Intacct cash management solutions offer the flexibility to meet your daily needs. Apply payments to accounts not tied to an invoice or record POS payments not applied to a single customer. Quickly print checks or use the bill-focused payment cycle. With Sage Intacct, you can transfer funds across accounts to locations and entities right when you need them.

Cash management software for improved cash flow

True cash management gives you a complete picture of your cash footprint and working capital. Where is your business's cash coming from? Where is it going? Sage Intacct cash management software shows a complete picture of your cash position.

Manage bank accounts across all your locations

Sage Intacct cash management software shows you all payments and transactions across all checking and savings accounts and credit cards across locations and entities. You see it all in real-time, so you’re always in control of cash.

Cash management software provides automated bank reconciliations

For easier cash management, import statements from your financial institutions and automatically reconcile your checking, savings, and credit card accounts in just minutes. Spot exceptions, manage bank errors, monitor for fraud, and maintain accurate cash balances.

Accounts Receivable

Sage Intacct is accounts receivable management software that makes your team more efficient, so you get paid faster. Automate your processes, email your invoices, and offer more payment options. Generate recurring invoices for easy subscription management, attach customer documents to transactions for better recordkeeping, and more.

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Internal Costs

Achieve healthier cash flows by shortening invoice and payment cycles

Make collections painless with automated dunning and collection notices

Gain real-time visibility into customer histories, ageing balances, and more with configurable dashboards and reports

Easily integrate with order management processes

A smarter accounts receivable collections process

Sage Intacct Collections reduces costs and improves cash flow by letting you efficiently manage customer communications with structured, automated processes. You can send customers configurable reminders, assign owners to collection cases to ensure accountability, and centrally record all activity.

Stay connected with seamless integration

Sage Intacct cloud-based accounts receivable software integrates with the rest of the business systems—including your CRM solution—to give you a single view of quotes, sales orders, and invoices. It automatically posts order transactions to your general ledger and AR ledger to streamline billing and accounting. In addition, it also offers up-to-date, accurate sales tax calculations.

Complete accounts receivable visibility

Sage Intacct cloud-based accounts receivable software integrates with the rest of the business systems—including your CRM solution—to give you a single view of quotes, sales orders, and invoices. It automatically posts order transactions to your general ledger and AR ledger to streamline billing and accounting. In addition, it also offers up-to-date, accurate sales tax calculations.

We put you in control

Sage Intacct's accounts receivable solutions let you create automated, configurable processes to enhance internal controls. You define the approvals to align with the way you operate, so you have complete visibility into the entire AR process.

Accounts Payable

Cut your accounts payable processing time by 65% or more annually. Get real-time visibility with 24/7 access from any device!

Watch a short overview video

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Point-and-click controls

Easily and quickly create definitions of your workflows, approvals, and internal control processes.

Real-time access to AP transactions and data

Review and react to your current situation on the fly; no more waiting for batches to post.

Predefined defaults

Pay the correct amounts to the right vendors and take advantage of discounts.

Minimise data re-entry

get broader insight across all financial functions

Seamless integration with Sage Intacct Cash Management, Inventory and Purchasing.

Reports on vendors, ageing, or payments

Quickly and easily slice and dice your data to get any view you need.

There’s no time

like real-time for accounts payable

With Sage Intacct accounts payable software, you can track and view payments, approvals, and reports—anytime, anywhere. See your accounts payable liabilities and vendor-ageing reports, and bill and check register reports across your business in real-time.

Automate accounts payable

and save thousands of hours

With Sage Intacct’s accounts payable management software, your business saves thousands of hours—and hundreds of thousands of pounds—by automating manual accounts payable processes and eliminating inefficient workflows. Just point and click to configure approvals processes that work for your organisation.

Stay agile with innovative features

that are ready for anything

Innovation is in our DNA and industry analysts have named Sage Intacct as a Visionary and a Leader. We deliver four major releases each year with an average of 50 new features per release for our customers. Some of our industry firsts include :

✓ Salesforce partner
✓ GuideStar board book
✓ Dynamic allocations
✓ Multi-entity consolidation in minutes, not hour

Keep your organisation agile

with an open, configurable, cloud accounting solution that lets you easily share data and connect multiple solutions, including Salesforce).

Your entire organisation can leverage intuitive systems that your teams around the world can learn and navigate efficiently. The Sage Intacct cloud-based platform handles :

✓ 100 million application requests per day
✓ One billion API calls per month
✓ Over 50 billion financial records

Grab a free coffee on us, join our Coffee Break and have a demo of Sage Intacct

Free Coffee and Demo

What's Qnect Integration?

Qnect for Sage CRM is a real-time integration that links Sage CRM to various Sage accounts solutions.
It helps to increase efficiency and accuracy in the management of customers/suppliers, products and quotes/orders at an affordable cost.

Sage CRM is a browser based CRM solution from Sage that allows you to manage any business interaction with your prospects, customers or suppliers that do not need to reside within an accounts system. This can include storing details about phone calls, emails or meetings. As well as managing sales pipeline, opportunities, quotes and orders. Additionally, Sage CRM can be used to record and manage customer issues and marketing activities such as Mailchimp campaign and outbound calls.

By combining Sage CRM with Sage Accounts you can enjoy better business insight, greater efficiencies, increased productivity and have a single customer-centric view across your entire business.

What is Sage 200?

Sage 200 is the Enterprise Resource Planning software designated for businesses with 50-50,000 employees to manage a wide range of business processes. What is the difference between Sage 200 and Sage 50?

Sage 200 software helps you manage your finances, customers and business insight in one solution. It's designed to help you share data easily, work smarter and ensure your whole business works together efficiently as well as delivering real cost benefits to your business.

ERP solutions don't just help the back office. Sage 200 solutions, for example, integrate with CRM as well as mobile sales and service solutions to improve customer service across the organisation.

Qmulus offer a number other products that help you provide better customer service and insights throughout your organisation!

What is Sage 200?

Read more about Sage 200 and its functionalities from our Blog!

Read Now

Newsletter terms & conditions

Newsletter Terms and Conditions

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Business Process Management

Creatio provides a complete set business process management tools to effectively manage modelling, execution, monitoring and analysis processes.

DCM processes

Dynamic Case Management (DCM) will enable you to more flexibly manage unstructured, “untamed” processes. DCM offers adaptable, context-based patterns that enable users to dynamically select the best path and set of activities to achieve more successful, optimized outcomes. Thanks to user-friendly Case Designer that is powered by drag-n-drop tools, users can effortlessly add and manage process stages and activities to have the process up and running in just a few minutes!

Watch a quick overview video

Structured BPMN processes

Model the processes flow using preconfigured elements for creating activities (tasks, calls, and emails), working with pages, processing data, and invoking external services. A simple interface along with built-in tools for elements search and validation will help to quickly build a process model in BPMN as well as fine-tune it based on process execution analytics.

Out-of-the box sales processes

Take advantage of industry best practices to improve team performance. Out-of-the-box processes in Sales Creatio will help you to meet and exceed sales quotas, simplify daily routine and increase customer loyalty – just follow clear guidelines for each step of the process.

Process library

Automate any internal processes – from document approval to complex projects involving multiple teams. Employ out-of-the-box reference processes, modify them or create the new ones to fit the unique needs of your business.

Process monitoring and analytics

Keep track of any process execution metrics (duration, average execution time, maximum and minimum values, etc.), using different variables (owners, branches, product lines, etc.). Visualize process data using custom dashboards, identify and eliminate bottlenecks in your processes with the help of an easy-to-use process log.

Opportunity tracking

Opportunity management – the out-of-the-box business process. Define tactics for each opportunity, identify key decision makers, track competitors, analyse their strengths and weaknesses. Generate sales forecasts taking into account client’s budget, opportunity stage and probability.
Watch video overview

Opportunity history

For each opportunity regardless of its status track its complete history: activities, emails, quotes, feed discussions, files and notes. When analyzing you can return to any stage of the customer interaction based on the chronology of events.

Out-of-the-box sales process

The process is designed to disseminate best practices for extended sales cycles, thereby greatly increasing sales manager’s chances to successfully close a deal. Action dashboards guide users through the next steps that need to be accomplished in order to effectively manage opportunities at each stage of the pipeline and close deals faster.

Sales initiation

Convert leads into opportunities by defining executives, client’s budget, needs, and time for decision making. When creating a new opportunity the system automatically runs reference process to simplify the manager’s work.

Qualification

Analyse and specify your customers’ needs taking into account the information gathered with Sales Creatio. Opportunity page displays key indicators that can help assess probability of closure for each opportunity. Having analysed each opportunity, reject or confirm further participation in a deal, and assign a sales rep to own the opportunity.

Presentation

Choose the appropriate presentation from the digital library where all sales assets are stored. Identify decision makers to focus your efforts on and ensure better results. The underlying process will remind you to send the meeting minutes upon completion of the presentation summarising all decisions and agreements that were made.

Sales analytics

Get comprehensive statistics on opportunities in Sales Creatio. Evaluate the efficiency of sales on each of the stages, identify best sales reps using the “Sales Leader” dashboard or monitor the efficiency of the sales department as a whole with the help of the “Sales Pulse” dashboard.

Develop and submit proposal

Leverage valuable data collected throughout the negotiation process to effectively define the sales tactics. Prepare proposal, calculate appropriate pricing and attach corresponding documents linked to the opportunity. Easily approve proposals internally by simply following the steps of the document approval process.

Contracting

Close the deal by following the guidelines of the contracting stage. With the help of the reference process for document approval you will easily pass the approval stage and have all the paperwork done for signing. Don’t forget to register your win in the system and get yourself on the leaderboard!

Sales Pipeline

Leverage the pipeline tool in the system to analyse company’s performance at each opportunity stage, identify ‘botlenecks’ in the opportunity conversion between the stages, evaluate pipeline integrity, compare the pipelines by individual sales reps or departments. The system allows you to drill down into the particular opportunity stage and see the number of opportunities at this stage and the sales volume by sales reps.

Sales forecasting based on the variable criteria

Make sure your goals are achieved with Sales Creatio forecasting tools. You can easily plan sales volumes by managers, accounts or industries. Compare indicators across periods and apply smart filtering tools to get the information you need within a matter of seconds.

Analyse progress to meet and exceed sales quota.

Evaluate the probability of meeting sales quotas using the plan vs. actual analysis tools in Creatio. When calculating results the system takes into account both, the amount of closed deals and the amount of opportunities in the pipeline with their probabilities of closure. With the help of Sales Creatio, managers can easily analyze sales reps efficiency and make the process of reaching sales goals transparent and clear.

360° customer view- Account and contact management

Account contact management building a 360-degree view of your customers. Use Sales Creatio to keep record of contact data, including addresses, with the ability to see them on the map, track connections between accounts and the relationships in company structures, see a list of activities they’re involved in and the entire history of interactions. Having a 360-degree view of your customers, you can predict their buying behaviour and preferences to win their trust.

Intelligent data enrichment

Manage your CRM data faster and with minimal effort through the use of automatic smart data enrichment. Creatio’s CRM data scientist will swiftly identify email addresses, phone numbers, social media profiles and other valuable information about a company from open sources. With this intelligent tool, Creatio users get the most complete and up-to-date customer data with no additional effort.

Data enrichment through social media

Find customers on Facebook or Twitter and enrich their profiles using the pre-built social media integration features. Get various information on contacts and companies from social networks with the click of a mouse.

Find us on LinkedIn, Facebook or Twitter

Profile completeness

Manage the completeness of information on your customers, their contacts and deals. The system allows you to add weight to each parameter in customer profile and visualize the data in a convenient way. Sales rep can easily identify important customers and transactions, which lack the important details, and a supervisor can promptly evaluate the completeness of customer data in sales portfolio and make sure that database contains all relevant information. In case of information gaps the system allows to send a request to complete the missing data.

Customer segmentation

Segment customers by multiple parameters to improve communication and build stronger relationships. Sales Creatio allows building custom segments by industry, revenue, priority or any parameter you choose. Using dynamic segments, which are filled automatically based on the set parameters, you can, for example, filter all the accounts which you have not contacted for one month.

Interactions and communication history

Build relationships with customers based on a complete history of their communication patterns. Sales Creatio keeps track of every interaction with an account or contact, including meetings and calls, contracts, orders and invoices. This enables you to evaluate the progress of your relationships, change your approach to achieve better results and make well-thought data-driven decisions.

Customer database analytics

Analyse your customer database and convert the data into actionable insight that will help to identify new opportunities. A thorough analysis enables you to see your customer base under a different lens and identify the top customers that could fuel your company’s growth. Customize dashboards in Sales Creatio to keep an eye on the key performance indicators.

Search and merge duplicates

Identify and eliminate duplicate records in Sales Creatio in order to manage your customer database more efficiently. When creating new records the system automatically checks for duplicates, or you can perform a manual check or schedule a recurrent search for duplicate accounts and contacts. Be sure you make the most of every interaction with customer.

Collaboration Tools -Communication panel

Communicate with your team and customers directly from the system. Make calls, manage email, approve contracts and collaborate in the enterprise social network using the Communication panel. All notifications are also here, so you will not miss any important event.

Tasks and Calendar

Plan your work, tasks and meetings in your calendar within Sales Creatio. Create personal or group tasks linked to contacts, opportunities or documents. Synchronize your tasks and calendar with Google Calendar and Microsoft Exchange. Get notifications and reminders in the notification panel.

Email

Manage email from all your email boxes in a single unified environment – Sales Creatio. Each email can be linked to the relevant account, opportunity, order or other related object. Integration with MS Exchange and Google enable you to merge all of your email boxes and keep track of the correspondence in Sales Creatio.

Calls

Make and receive calls directly in the system thanks to integration with a PBX system and a unique solution designed to effortlessly connect to any cloud VoIP service. Access the complete call history via the communication panel to swiftly find recently contacted customers. Leverage the call recording capabilities to control the sales reps’ performance and video-calls to boost collaboration between team members. In addition, Creatio users can communicate with each other (including video calls) via IP-telephony completely free of charge!

Enterprise social network

Use Enterprise Social Network (ESN) to keep your finger on the pulse of your business. You can get updates and notifications on the latest deals, projects or even contacts from various channels with an ability to comment and “like” different posts in the newsfeed. You can use the ESN in the Creatio mobile app as well.

Analytics

Keep track of day-to-day operations and overall business performance with Sales Creatio. Analyse employee productivity based on their tasks, emails and phone calls. All dashboards are easily customizable and track important indicators, such as the average number of activities per day or the number of successful meetings compared to the previous period, as well as many others.

Find us on Facebook, Twitter or LindkedIn. Learn more about Creatio here.

Lead generation

Lead generation from Sales Creatio provide you with the right tools for capturing and tracking leads through a broad range of sources. Add leads from different sources into the single database in just a few clicks. Let Sales Creatio automatically verify the data, create a new contact and guide you through the process of lead management.

Hand-off sales

Make sure you know all the detail before transferring the lead into an opportunity or an order. Record the history of communications in accordance with the sales process. If the customer is ready to make an order, initiate the appropriate business process in one click. Use the action dashboard to focus only on key lead indicators.

Learn more about Creatio Sales from a quick video overview

Lead qualification

Thoroughly qualify each lead to save time by working only with sales-ready leads. Use Sales Creatio for merging lead duplicates, link a lead to the relevant account, enrich lead data with insightful intelligence to get it fully prepared for a sales follow up

Lead distribution

Once qualification process is finished, it is important to assign leads to the right people and teams. Sales Creatio can help distribute the leads based on the prospect’s needs, profile (geography, industry, budget) as well as the current workload of telemarketing and inside sales teams. If the lead was not qualified for sales, it can be assigned to lead nurturing campaigns.

Analytics on sales

Approach prospects in a smart way with Creatio analytics tools for lead management. Use the dashboards to analyse statistics on leads, such as number and quality of the new leads, conversion rate, etc. All this will help to increase the conversion of prospects into the sales ready opportunities.

Field force management

Manage your field force using a single window in Sales Creatio. Create a schedule of visits for each representative. View locations on the map, monitor the actual visits by geo-tags from field sales rep check-ins in each of the locations. Leverage the data to analyse the efficiency of the department.

Mobile Orders

Easily manage all contracts, related specifications and additional agreements using Sales Creatio. Attach electronic versions and photo copies of contracts, keep track of contracts details and history of amendments. From the given order the system allows you to quickly create several contracts for different accounts, copying all the parameters from the same order. Receive orders from a mobile device instantly during a meeting. The system will help to monitor SKUs and to quickly suggest the best product based on the order history.

Field Sales Rules

Set the rules for working “in the fields” with different categories of customers. The system can promptly hint on the appropriate actions at each step of your visit to the customer: check-in, goods display monitoring, demo, product selection or placing an order. Each field sales representative can place the results on record in the system immediately after the meeting.

Orders list

Easily manage orders, using Sales Creatio. You can classify orders by account type (individuals or legal entities), group orders by stages, budgets, products or services, owners, etc. Monitor the current status of key orders within your company, and analyse the effectiveness of the order processing.

Orders history

Keep track of the complete history of each order using Sales Creatio. The system allows you to keep track of the complete chronology of activities, documents and communications per each particular order. Even with a change of the contact person all the agreements and conditions will be stated in the order, and the customer will get excellent service.

Order Approval

Save time and approve orders following each step of the best practice process. Use built-in process to get approval from one person, or easily modify it according to your needs.

Single window for order processing

Run orders in Sales Creatio in a matter of minutes. A single window for order processing enables you to create an order using a ready-to-use template, choose the products to be added and invoice the client.

Invoices

Issue invoices using standard templates in Sales Creatio. The system will remind an owner when the payment date approaches, which allows better control over the payments.

Orders processing from website

Configure automatic registration of orders from your website. Integrate Creatio with your website and process all orders in a single window of the CRM system.

Supply and payment schedule

Plan a schedule of supplies and payments according to the agreements made with the customer. You can create supply schedule templates, which are used in your company most often, and change them when necessary. The system allows to group products based on supplies, as well as issue invoices and contracts according to the supply schedule.

Order and invoice analytics

Analyse orders and invoices by sales reps and customers. Track orders that are due for delivery and payment. Analytics will help to determine the bottlenecks in the order processing and ensure timely order fulfilment.

Contract Management

Easy contract management, related specifications and additional agreements using Sales Creatio. Attach electronic versions and photo copies of contracts, keep track of contracts details and history of amendments. Create contracts manually or automatically based on orders. Watch a short video

Printable forms

Create print ready documents in a matter of seconds using standard templates in Sales Creatio. The system will automatically fill in all the required fields and can be easily edited if needed.

Contract approval

Save time by automating contract approvals, following a step-by-step pre-defined process. The system will automatically notify the owner when the document is approved. You can also set up parallel or sequential approval flows, as well as rules for approval delegating.

Analytics

Analyse the dynamics of closing deals and identify bottlenecks using Sales Creatio analytics. The system provides statistical data for a selected period, and helps monitoring overdue contracts that require urgent reaction.

Document flow automation

Easily manage documents using Sales Creatio. Track documents in the system, specify their type and link them to customers, opportunities, orders, etc. Attach scans and copies of documents, create new documents using the pre-set templates and populate them with data from the system. Save the history of approvals and chronology of activities for each document.

Creatio Sales

Document approval

Sales Creatio offers an automated document approval process. The system will notify the owner when the document is approved. You can also set up parallel or sequential approval flows, and the rules for approval delegation.

Creatio Sales

Document approval

Sales Creatio offers an automated document approval process. The system will notify the owner when the document is approved. You can also set up parallel or sequential approval flows, and the rules for approval delegation.

Project management

Leverage Sales Creatio to efficiently manage both internal and external projects. Set project deadlines, manage costs, assign tasks to owners or teams.

Project fulfilment

Manage planned and actual workload, time and cost to calculate efficiency of projects. The system helps to identify the project cost overruns, as well as reminds you of the upcoming deadlines.

Project analytics

Keep abreast of the project progress by analyzing and distributing workloads in real time. Customize dashboards to monitor and analyze key project metrics.

Product Management- Unified Product Catalogue

Regardless of the complexity and size of your product and service portfolio, be certain you can store them all in Sales Creatio. Integrate the catalogue with your ERP system to keep the data up to date and relevant. Watch Sales Creatio overview

Product catalogue management

Maintain product catalogue hierarchy based on the structure of your product portfolio. Make sure sales reps also work with new and promotional items by placing them in the Favorites group of your product catalogue in Sales Creatio.

Product Attributes

Easily group products based on custom or pre-defined product attributes, such as brand, category, etc. Specifying different attributes allows to structure and organize the product catalogue and easily select products that fit the client’s needs.

Product Selection

Process orders in the all-in-one window for product selection. When placing an order check the item’s availability in stock, specify the number of items required and discuss each item with the customer.

Filtered Search

Find the right products in the extensive catalogue in a matter of seconds using filtered search and navigation. This type of approach will be well-known to online shoppers and allows you to easily navigate Sales Creatio.

Creatio Mobile Sales – Accounts and contacts

Access all the critical information about your customers from any mobile device. You can easily work with accounts and contacts: add new ones, write SMS or make calls right from the mobile app.

Activities and meetings

Plan your activities, meetings or calls using a smartphone or tablet. Save all your presentations in the knowledge base and show them during a customer meeting right from your mobile device. Update and add contact, account and opportunity information to the system as a result of the meeting for future references.

Opportunities

Manage your opportunities no matter where you are! Track a history of each deal, clarify details and plan your further steps using Sales Creatio mobile app.

Leads

Explore the prospect’s needs and preferences, track status of the lead in real time.

Mobile Feed

Use the Enterprise Social Network (ESN) on your smartphone or tablet to keep your fingers on the pulse of your business. Send messages linked to your contacts, accounts or activities. Share ideas and “like” and comment on any post in the feed.

Online and Offline modes

The app can be used in both online and offline mode. Whichever option you choose, the needed data will be always at your fingertips.

Knowledge management

Creatio knowledge base is an online library that stores articles, scripts, guidelines for new employees, document templates, presentations, answers to frequently asked questions, and any other useful materials. The knowledge base takes on features of social networks — users can like posts and share ideas and comments. This helps other users to quickly and easily find the most popular presentation or the most useful answer.

Knowledge base structure

Segment articles in an extensive knowledge base to quickly find the most frequently used documents and assets. Adding tags (key words) and cross-linking the articles will make it even easier to find the record you need in the knowledge base.

Synchronisation and integration

With Creatio Sales, you can import/export data from MS Excel, synchronise processes between MS Exchange, integrate with PBX, cloud telephony services, Google Accounts and mail via IMAP / SMTP solution. All in one! Watch Sales Creatio overview

Data import from/to Excel

Employ a built-in utility for data import from / to Excel to quickly import or export your accounts and contacts data, list of users, product catalogue, documents and invoices, etc.

MS Exchange integration

Enjoy seamless integration with Microsoft Exchange to simplify the processes of synchronizing email, contacts, and tasks. You can adjust synchronization frequency (daily, hourly or more frequent) and always have all the relevant data on hand.

PBX integration and cloud telephony services

Make and receive calls directly from the Creatio system. Integration with virtual or standard IP PBX systems, support of SIP-numbers of any provider, possibility to connect an unlimited number of external lines allow for making all necessary calls directly from the system.

Google Integration

Synchronize emails, calendar and contacts with your Google account. Two-way integration allows you not to switch between applications to send email or manage your calendar.

Mail integration via IMAP / SMTP

Keep the entire history of electronic communications with the client in Sales Creatio, regardless of the mail provider. Send and receive email without leaving the application.

System Designer from Sales Creatio

System Designer enables you to customise Sales Creatio configuration with little to no coding involved. Extend the built-in functionality with add-ons, connectors, and vertical solutions from the Creatio Marketplace.

UI customisation

Take advantage of the extended capabilities for user interface customisation. Use the System designer to set up workplaces, show/hide system sections for different user roles, or personalise the application by adding company’s logo and applying your corporate colour scheme.

Agile system localisation

Leverage simplified localisation tools to support a multilingual environment in your organization and combine several languages in a single interface. Not only can you localise the system terminology, but also lookup values, analytical data and every step of your business-processes. Improved user tools for system translation and multilingual support enable users to painlessly localise the system into any language.

User customisation

Customise Sales Creatio to fit the unique business needs and requirements. Easily rearrange, add and remove lookups, data fields and entire pages. The application provides wizards and designers for objects, pages and processes. Use these tools to change the data views or business logics without programming.

Visual content designer

Create contracts or eye-catching email templates within Creatio. The system offers a library of ready-to-use elements that can be used to create your documents as well as tools for working with content – just add your text, company logo or image and the email is ready to be sent. Save the newly created template in Creatio to use it in the future. Moreover, the system automatically optimises the way emails are displayed on different devices and in various email clients.

Mobile app customisation

Make sure you work only with relevant information via mobile device. Use the mobile app wizard to add / hide different system sections, as well as to personalise your mobile application.

Access rights administration

In Sales Creatio you can easily manage access rights of users and groups. Grant or deny access to individual records or groups of records, as well as specify which sections are available to certain user roles.

WebSSO support

Administer user roles quickly and safely using Single Sign-On (WebSSo) technology to simplify the sign-in process and ensure smooth integration of Creatio to the corporate IT environment thanks to a centralised user administration.

LDAP integration

Use the Active Directory credentials to access Sales Creatio. You do not have to remember different usernames and passwords, and the system administrator doesn’t have to manually add profiles for new employees to access the system.

Activity log

The activity log keeps the record of all operations with critical data and allows for the quick retrieval of information, along with the chronology of all events in the system: what was done, by whom and when.

Platform Features

Business process management

100%

Low-code/no-code configuration

100%

Analytics

100%

Collaboration tools

100%

AI and machine learning tools

100%

Mobile application

100%

Access and user management

100%

Synchronisation and integration

100%

Development framework

98%

Watch Sales Creatio overview or learn more about Creatio

Socio-demographic data

Obtain a complete view of your customers. Store various information about your customer that include industry, company size, geography, noteworthy events, contacts’ career history, and many more in Marketing Creatio. Get to know your customers better, understand their preferences and build efficient personalised communications.
Watch Marketing Creatio video Overview

Understanding customer needs and preferences

Keep track of the changing customer needs and match them with the appropriate product or service. Manage the evolution of your customers’ preferences by offering them products and services that might interest them in the future. The system allows tracking changes in customer preferences, as well as creating new ones.

History of customers’ events

Use Marketing Creatio to track customers’ preferences and their buying behaviour: website browsing, history of quotes and orders, etc. Search and segment your database in any number of ways and increase chances of transforming prospects into customers by building personalised communication strategies.

Intelligent data enrichment

Manage your CRM data faster and with minimal effort by leveraging automatic smart data enrichment. Creatio’s CRM data scientist will swiftly identify email addresses, phone numbers, social media profiles and other valuable information about a company from open sources. With this intelligent tool, Creatio users get the most complete and up-to-date customer data with no additional effort.

Profile accuracy

Manage the information completeness about your customers and their needs. Creatio enables you to add weights to each parameter in a customer profile and conveniently visualize the data.

Data cleansing and merge duplicates

Keep your customer database up-to-date and accurate. Easily import lists of leads, contact data or any other information from Excel files with just a few clicks. The system provides all the necessary tools for data cleansing and duplicate merging.

Customer database analytics

Analyse the structure of your customer database adjusting and setting new and different parameters while consistently tracking all new leads. Using analytics tools, you can also evaluate the overall coverage of existing and potential customers within the database.

Segment builder

Segment your database and build data selections of any complexity. For a truly personalised approach, build custom target segments based on the data stored in the system, such as the history of orders and requests, responses, interests and needs. You can use filters to create dynamic groups of accounts and contacts or create static groups manually.

Watch a short Marketng Creatio overview

Work with targeted segments of the audience

Add target audiences to bulk emails or events with the click of a mouse. Use quick filters to divide the audience by interest, role or other criteria and create dynamic folders for audience segments. Alternatively, create static folders and fill them manually. Build personalized campaigns for each segment. Easily generate leads and hand off only warm prospects to sales.

Learn more about Creatio

Website behaviour tracking

Website behaviour tracking feature on your business site gathers information about pages visited, website paths and time spent on the site. When registering, all the information in the visitor’s cookie files is sent to Marketing Creatio and added to a lead’s profile.

Tracking lead sources

The system not only helps to track visitor behaviour on your website, but also enables you to identify lead generation channels and sources. All information is collected in the lead profiles and is also displayed in dashboard analytics. Track lead sources to evaluate the effectiveness of lead generation channels used in your marketing campaigns and focus your efforts on the best performing channels.

Lead management

A unified interface for lead management-The system not only helps to track visitor behaviour on your website, but also enables you to identify lead generation channels and sources. All information is collected in the lead profiles and is also displayed in dashboard analytics. Track lead sources to evaluate the effectiveness of lead generation channels used in your marketing campaigns and focus your efforts on the best performing channels.

Lead qualification

Leverage Marketing Creatio to better qualify leads. Check lead profile accuracy and search for duplicate leads. Connect leads to relevant accounts and enrich lead data with insightful intelligence that can be leveraged during sales follow up. Search for similar leads in the system to identify a prospect’s needs and make decisions when qualifying a lead.

Hand-off sales

Make sure you know all the detail before transferring the lead into an opportunity or an order. Record the history of communications in accordance with the sales process. If the customer is ready to make an order, initiate the appropriate business process in one click. Use the action dashboard to focus only on key lead indicators.

Analytics on leads

Approach prospects more intelligently with in-depth analysis of your leads. The end-to-end lead pipeline will help you assess conversion throughout the entire lead management process, from lead generation to hand-off to sales. Use the dashboards to analyse leads in different dimensions, such as the number and quality of new leads, conversion rates, most efficient lead generation channels, etc. All this helps to increase the conversion of prospects into opportunities and deals won!

Intuitive campaign designer

Create efficient multichannel campaigns with Marketing Creatio. Plan campaigns using the simple visual campaign designer and define conditions for transitioning between campaign stages. The system allows for the setting up of criteria for target conversion rates and campaign completion. It also offers tools to monitor campaign progress in real-time.

Trigger emails

Maintain a constant dialogue with your prospects and gradually nurture them. Set up trigger emails based on lead behaviour on a website or other events, for example, a birthday, registration on a website, product comparison, abandoned shopping carts. Segment audiences by various criteria using smart filtering capabilities in Marketing Creatio and build up your communications with prospects that haven’t made any purchases for a while.

Lead nurturing campaigns

Stimulate your prospects’ interest in your products or services through automated lead nurturing campaigns. Build multichannel campaigns of various complexity, considering prospects’ responses at each stage. Intelligently nurture your leads until they become sales-ready and convert into new opportunities for your business.

Analytics

Evaluate your marketing efficiency and optimise marketing campaigns using Creatio’s marketing analytical tools. Analyse campaigns by the number of generated leads and their conversions rates and obtain a 360-degree campaign view to identify bottlenecks. Target your efforts towards the most relevant audiences, channels and approaches.

Bulk emails in just a few clicks

Get literally endless communication opportunities with Marketing Creatio. Built-in integration with professional email service providers – Elastic and UniOne – allow for the sending emails to millions of recipients instantly. Extend the providers list with cloud email service connector. The system will also help set up the exact sending time and easily track response and engagement rates.

Visual content designer

Personalisation

Personalise your communications with customers to increase sales. Start emails with a personal greeting and personalise email content using macros in Marketing Creatio.

Click Stats

Identify customer interests by analysing bulk email clicks. Leverage the click diagram in Marketing Creatio to identify the best time for communications with your audience. Use the click heat map to identify the most popular links in bulk emails and better understand your audience’s interests and needs.

Communication management

Increase the level of customer loyalty with help of built-in mechanisms to intelligently manage communications with customers. You can set limitations on the number of messages per day, week or month, and give customers the opportunity to manage their subscriptions – a set of topics they are interested in.

Create eye-catching email templates for your bulk email campaigns in just a few minutes. Use the built-in WYSIWYG designer with a set of ready-to-use content blocks for emails. Just add your company logo and insert content and the template is ready to be sent. In addition, the system offers a library of ready-to-use templates and optimizes the way emails are displayed on different devices and through various email clients.

Email Split testing

Get the maximum response from your mass mail campaigns. Test several versions of emails with your target audience to determine which of them brings you more conversions. Marketing Creatio provides all the required stats to compare the results of the test so you can easily decide which template is more efficient.

UTM codes tracking

Get detailed analysis of customer activities on your website. Use UTM codes to analyse conversions and track the entire journey of those customers who come on your website from bulk emails.

Bulk email analytics

Manage the efficiency of your email campaigns with the help of marketing’s pre-configured dashboards and reports. Open rates will help you understand which topics are most interesting to different segments of subscribers. You can also enhance your emails through analysing such indicators, as: deliveries, open rate, hard and soft bounces, spam, unsubscribes, etc.

Events

Use Marketing Creatio to plan and manage all events: promotions, advertising campaigns, conferences, webinars and other off- and on-line activities. The system allows to track dates and locations, segment target audience based on required criteria, plan budget and assign team, as well as track responses connected to event.

Analytics on events

Analyse your event-related activities with the help of easy-to-use pre-configured dashboards. Monitor campaign efficiencies and get a bigger picture through segmenting the audience by response.

Business process management

Automate any internal process – from document approval to collaboration on complex projects involving multiple teams. Creatio provides a complete set of tools to effectively manage business processes, including process modelling, execution, monitoring and analysis. Take advantage of the industry best practices to ensure the maximum efficiency of business process management at your organization.

Process monitoring and analytics

DCM Processes

Take advantage of Dynamic Case Management (DCM) to more flexibly manage unstructured, “untamed” processes. DCM offers adaptable, context-based patterns that enable users to dynamically select the best path and set of activities to achieve more successful, optimised outcomes. Thanks to a user-friendly Case Designer that is powered by drag-n-drop tools, users can effortlessly add and manage process stages and activities to have the process up and running in just a few minutes!

Process Library

Automate any internal processes – from document approval to complex projects involving multiple teams. Employ out-of-the-box best-practice processes, modify them or create new ones to fit the unique needs of your business.

Keep track of any process execution metrics (duration, average execution time, maximum and minimum values, etc.), using different elements (owners, branches, product lines, etc.). Visualize process data using custom dashboards, identify and eliminate bottlenecks in your processes with the help of an easy-to-use process log.

Structured BPMN processes

Automate your structured processes with BPM (Business Process Management) technology. Model the processes flow using preconfigured elements for creating activities (tasks, calls, and emails), working with pages, processing data, and invoking external services. A simple interface along with built-in tools for elements search and validation will help to quickly build a process model in BPMN as well as fine-tune it based on process execution analytics.

Tasks and calendar

Plan your work, tasks and meetings in your calendar within Marketing Creatio. Create personal or group tasks linked to contacts, opportunities or documents. Synchronise your tasks and calendar with Google Calendar and Microsoft Exchange. Get notifications and reminders in a notification panel.

Watch Marketing Creatio video overview

E-mails

Manage email from all your email boxes in a single unified environment – Marketing Creatio. Each email can be linked to the relevant account, opportunity, order or other object. Integration with MS Exchange and Google lets you merge all your email boxes and keep track of the correspondence in Marketing Creatio.

Enterprise social network

Use Enterprise Social Network (ESN) to keep your finger on the pulse of your business. You can get updates and notifications on the latest deals, projects or even contacts from various channels with an ability to comment and “like” different posts in the newsfeed. You can use the ESN in the Creatio mobile app as well.

Calls

Make and receive calls directly in the system thanks to integration with a PBX system and a unique solution designed to effortlessly connect to any cloud VoIP service. Access a complete call history via the communication panel to swiftly find the recently contacted customers. Leverage the call recording capabilities to control the sales reps’ performance and video-calls to boost the collaboration between team members. In addition, Creatio users can communicate with each other (including video calls) via IP-telephony completely free of charge!

Data enrichment trough social media

Find customers on Facebook or Twitter and enrich their profiles using the pre-built social media integration features. Get various information on contacts and companies from social networks with the click of a mouse.

Dashboards

Use Marketing Creatio to get a 360-degree view of the efficiency of your marketing activities. Obtain relevant statistics and indicators displayed as graphical charts, which can be easily configured according to your needs. Create lists of the most important information and track your results. You can analyse how many bulk emails have been sent throughout the week or compare the efficiency of different sales managers.

Knowledge base

Knowledge base is an online library that stores articles, scripts, guidelines for new employees, document templates, presentations, answers to frequently asked questions, and any other useful materials. The knowledge base takes on features of social networks — users can ‘like’ posts and share ideas and comments. This helps other users to quickly and easily find the most popular presentation or the most useful answer.

UI- customisation

Take advantage of the extended capabilities for user interface customisation. Go to the System Designer section if you need to setup workplaces, show/hide system sections for different user roles, or personalize the application by adding company’s logo or changing the colour according to the corporate style.

Learn more about Creatio

Access rights administration

In Marketing Creatio you can easily manage access rights of users and groups. Grant or deny access to individual records or groups of records, as well as specify which sections are available to certain user roles.

User customisation

Customise Marketing Creatio to fit your unique business needs and requirements. Easily rearrange, add and remove lookups, data fields or entire pages. The application provides wizards and designers for objects, pages and processes. Use these tools to change the data views or business logics without programming.

Agile system localisation

Leverage simplified localisation tools to support a multilingual environment in your organization and combine several languages in a single interface. Not only can you localize the system terminology, but also lookup values, analytical data and every step of your business-processes. Improved user tools for system translation and multilingual support enable users to painlessly localize the system into any language.

Activity log

The activity log keeps a record of all operations with critical data and allows quick retrieval of this information, as well as access to the entire chronology of events in the system: what was done, by whom and when.

Platform Features

Business process management

100%

Low-code/no-code configuration

100%

Analytics

100%

Collaboration tools

100%

AI and machine learning tools

100%

Mobile application

100%

Access and user management

100%

Development framework

100%

Watch Sales Creatio overview or learn more about Creatio

Interface customisation

Customise personal system interface. Use interface designer to indicate the sections available to certain user roles. You can also customise your system interface by adding company logo and changing colours to match your corporate style.

Watch Service Creatio video overview

Learn more about Creatio

Access rights administration

In Marketing Creatio you can easily manage access rights of users and groups. Grant or deny access to individual records or groups of records, as well as specify which sections are available to certain user roles.

User customisation

Customise Creatio ITIL service taking into account the unique business needs and requirements. Easily rearrange, add and remove lookups, data fields and entire pages. The solution provides wizards and designers for objects, pages and processes. Use these features to change the data views or business logics without programming.

Agile system localisation

Leverage simplified localisation tools to support a multilingual environment at your organisation and combine several languages in a single Creatio interface. Improved user tools for system translation and multilingual support allows users to easily localise the system into any language by adding or removing specific languages.

WebSSO support

Administer user roles quickly and safely using Single Sign-On (WebSSo) technology to simplify the sign-in process and ensure smooth integration of Creatio to the corporate IT environment thanks to a centralised user administration.

Activity log

The activity log keeps the record of all critical data for the operations and allows to quickly retrieve information, or to understand the chronology of events in the system: what was done, by whom and when.

LDAP integration

Use Active Directory credentials to access the Service Creatio. You do not need to remember different usernames and passwords, and the system administrator does not need to manually add new employees’ profiles to access the system.

Visual content designer

Create eye-catching email templates for your bulk email campaigns in just a few minutes. The system offers a library of ready-to-use content blocks for emails so you can just upload an image and insert content, and the template is ready to be sent. In addition, the system offers a library of ready-to-use templates and optimizes the way emails are displayed on different devices and in various email clients.

Access rights administration

Easily manage access rights for users and groups in Creatio ITIL service. Grant or deny access to individual records or groups of records, and specify which sections are available to certain user roles.

Synchronisation and integration

With Creatio Service Enterprise, you can import/export data from MS Excel, synchronise processes between MS Exchange, integrate with PBX, cloud telephony services, Google Accounts and mail via IMAP / SMTP solution. All in one! Watch Service Creatio overview

Data import from/to Excel

Employ a built-in utility for data migration to and from Excel to quickly import or export your accounts and contacts data, list of users, which can include information about both, customers and staff.

MS Exchange integration

Enjoy seamless integration with Microsoft Exchange to simplify the procedure of synchronising email, contacts, and tasks. Adjust the frequency of synchronisation (daily, hourly or more frequent) and always have all the relevant data on hand.

PBX integration and cloud telephony services

Make and receive calls directly from the Creatio system. Integration with virtual or standard IP PBX systems, support of SIP-numbers from any provider, and the possibility to connect an unlimited number of external lines allow for the delivery of all necessary calls directly from the system.

Google Integration

Take advantage of a two-way integration with your Google account and synchronise emails, calendar and contacts. There is no more need for switching between applications to send email or manage your calendar.

Mail integration via IMAP / SMTP

Keep the entire history of electronic communications with the customer in Service Creatio, regardless of the mail provider. Send and receive email without leaving the application.

Configuration management database (CMDB)

Run a single database of all company’s configuration items (CI) and service assets. Service Creatio enterprise helps to keep records on hardware, software, licenses, network components and documentation necessary for the seamless service provision.

Watch Service Creatio video Overview

Configuration items registration

History

Manage a complete history of CI lifecycle. Track registered cases, location history, write-offs and removals from service.

Analytics

Take a snapshot of your CMDB, using the comprehensive analytics in Service Creatio enterprise. You can track the current status of the hardware and software, information updates on operational CIs, identify bottlenecks in infrastructure, etc.

Create a single list of all CIs including detailed information about each item. In Service Creatio enterprise you can register inventory number, category and type, define model and indicate technical characteristics, run a list of colleagues and customers that use this particular CI. The system can also configure dependencies on other configuration items and a list of components.

Change requests

Plan all changes in Creatio ITIL service in order to eliminate known errors in the infrastructure and improve overall quality of IT services. The system allows you to keep a single list of change requests, manage priorities and supervise quality.

Watch Services Creatio overview

Registration and classification

Register change request IDs, define categories and priority, establish connections with incidents, problems and CIs. Store information about team assignment for change implementation, and plan deadlines.

Coordination and approval

Manage change approvals and a list of resources which are authorized to approve different levels of change requests. Develop detailed change implementation plan, including stages and activities, assigned agents and estimated workload.

Implementation

Take control and ensure implementation of planned changes. Track factual workload, estimate quality of interim results, deadlines, potential risks and possible deviations from the plan.

Analytics

Analyse quantitative and qualitative process efficiency indicators. Track average workload per change, efficiency of change implementation and identified deviations. Setup the number of problems and incidents identified in the course of implementation of changes.

Service Level Management

Register in Creatio all types of service agreements needed to service your customers according to different service levels. You can formalise the terms of cooperation with both, customers (SLA) and Service Desk units (OLA).

Service agreement activiation

Define all the necessary service parameters while activating new service agreement. You can also set up a calendar and indicate actual duration of the agreement. The system allows the defining of key service objects and services. In order to organise the work with external service providers (UC) the user can simply fill in information about a provider.

History

Manage service history with regards to service agreements. Store copies of signed agreements and track addendums. The system provides information about cases and problems in the context of different types of agreements.

Analytics

Analyse service agreements to evaluate the overall quality of service provided. Track customer feedback and current satisfaction rate, monitor service agreements violations using statistics on overdue cases.

Unified Service Catalogue

Regardless of the complexity of your IT infrastructure and the size of your Service Desk, be certain you can store all services in a single unified environment of Service Creatio enterprise. A complete and up to date service catalogue will help you to regulate service processes and offer your customers subscriptions to different services.

New service design

Use the pre-built specifications to design new services in the catalogue. You can manage the technical characteristics and timeframes, appoint Service Desk engineers by their skills to handle appropriate cases, link configuration items and service agreements.

History

Use the service catalogue to manage complete service history. You can easily track cases, problems and known errors, service availability history and feedback from customers.

New service operations

Ensure quick launch of new service operations by simply adding them to the service packages of relevant service levels. Connect new services to valid service contracts and publish them on Customer portal.

Analytics

Work with services based on profound analysis of your service catalogue. Track the dynamics of new service operations, identify the most popular services and monitor customer satisfaction rates.

Knowledge management

Combine knowledge about all services, CIs and known errors in a unified knowledge base in Service Creatio enterprise. By using knowledge base articles, you will be able to close cases in the most timely manner and efficiently train Service Desk agents.

Knowledge audit

Constantly audit your knowledge base and update its articles. The system’s features allow you to define the most popular articles, as well as rate and comment on records.

Release Management

Store a complete information about planned and implemented releases in Service Creatio enterprise. The system helps to keep track of workloads, teams and deadlines associated with a release. You can specify the list of changes that should be included into a particular release and ensure their successful implementation.

Release history

Manage history of releases with Service Creatio enterprise. The system allows for the gathering of data on all changes and problems identified in the course of implementation, as well as tracking the history of completed activities.

Analytics

Use comprehensive analytics in Service Creatio enterprise to track releases and monitor their quality. Setup analytics by services, get stats on successful and unsuccessful releases and problems eliminated in the course of release implementation.

Unified Case Database

Accumulate all cases from your customers and partners in one section of the system. You can classify the cases into different categories: incidents, service requests, advisory services. The system also allows you to assign agents and teams, regulate timelines for case resolution taking into account different time zones and manage communications during case resolution.

Learn more about Service Creatio

Registration and Classification

Instantly register new incidents by recording key information about a customer and incident details. The system allows registering incidents automatically from incoming emails or message from self-service portal. The first line agent will define incident priority, taking into account the urgency, impact level, service agreement, service type and connected CIs. Flexible rules for ‘junk’ email processing protect customer support teams from undesired email streams to help them focus on what matters most.

Service Desk organisational structure

Take advantage of the best practice model for the Service Desk organizational structure in Service Creatio enterprise. You can easily manage roles, define functions and authorities. Use pre-configured workplaces to improve agents’ productivity and facilitate their daily activities.

Incident Registration and Resolution

Run incident diagnostics, formalise resolution and provide information to customers. Use system data to draw conclusions as to whether the incident was a recurring mass phenomenon. A service agent can also search for similar incidents, registered problems or documented known errors. If needed, you can escalate the incident to a higher support line or supervisor. Manage a complete history of case processing. Track case details, tasks, sent emails, phone calls, and knowledge base articles used to resolve the case.

Incident Closure

Complete incident resolution process by formalising its results. Service Creatio enterprise automatically sends a request for customer feedback in order to evaluate the level of customer satisfaction and service quality.

Out-of-the-box process for incident management

Manage incidents using a pre-built best practice business process. The out-of-the-box process is fully compatible with ITIL recommendations and contains the right sequence of actions to help Service Desk agents resolve incidents most timely and with maximum efficiency. On each step of the process the system helps to control deadlines, prompts important notifications and useful tips. Advanced algorithms for calculating case resolution timeframes based on case priority, SLA or support package ensures flexibility and a personalized approach to handling every case.

Analytics

Analyse the efficiency of case resolution and identify bottlenecks using the pre-configured dashboards. Take control over your customer satisfaction rating, the percentage of overdue cases, work load of different service lines, etc.

Business Process Management

Automate any internal process – from document approval to collaboration on complex projects involving multiple teams. Creatio provides a complete set of tools to effectively manage business processes, including process modelling, execution, monitoring and analysis. Take advantage of the industry best practices to ensure the maximum efficiency of business process management at your organisation.

Watch Services Creatio overview

DCM Processes

Take advantage of Dynamic Case Management (DCM) to more flexibly manage unstructured, “untamed” processes. DCM offers adaptable, context-based patterns that enable users to dynamically select the best path and set of activities to achieve more successful, optimised outcomes. Thanks to a user-friendly Case Designer that is powered by drag-n-drop tools, users can effortlessly add and manage process stages and activities to have the process up and running in just a few minutes!

Structured BPMN processes

Automate your structured processes with BPM (Business Process Management) technology. Model the processes flow using preconfigured elements for creating activities (tasks, calls, and emails), working with pages, processing data, and invoking external services. A simple interface along with built-in tools for elements search and validation will help to quickly build a process model in BPMN as well as fine-tune it based on process execution analytics.

Out-of-the-box ITSM processes

Take advantage of ITIL recommendations and process-driven ITSM approach to streamline services management and delivery. Pre-packaged best practice processes help to simplify daily routine and increase service efficiency – your service agents just need to follow clear guidelines for each step of the process.

Process library

Automate any internal processes – from service request fulfilment to problem diagnostics and resolution or change management. Embrace best practice ITSM processes that are already pre-built in the system, or modify them to fit your specific Service Desk model.

Process monitoring and analytics

Keep track of any process execution metrics (duration, average execution time, maximum and minimum values, etc.), using different variables (owners, support lines, services, etc.). Visualise process data using Creatio dashboards, identify and eliminate bottlenecks in your processes with the help of easy-to-use process log.

Agent Management

Manage your daily tasks more effectively using the pre-configured single window interface. The Agent Home allows agents to easily manage case queues, make multiuser communications, share the information via ESN and monitor their own performance in a single window.

Watch Service Creatio overview learn more about Creatio Bundle

Supervisor's workplace

Leverage extended capabilities of the supervisor’s workplace, which provides Service Desk managers with full control over all inbound and outbound communications. Get a complete information on all agents’ activities, monitor and manage their workload, and take part in the request processing, if necessary.

Queue Management

Use queue management capabilities of Creatio contact centre to organise case processing, taking into account priorities and other parameters. Create different types of queues: dynamic, which are based on filters or static, which highlight certain contacts requiring attention; open queues, in which agent can see the entire list or blind queues, in which an operator can see the next contact, only when he picks the contact up from the queue. You can also remove cases from the queue if they no longer need resolution, as well as assign agents to process specific elements of the queue.

Account and contact management

Keep all customer data in one place. Access a complete customer profile in the Service Creatio enterprise, including contact data, social profiles, history of interactions, cases submitted. Having a 360-degree customer view will help you build service strategy and improve your service delivery.

Intelligent data enrichment

Manage your CRM data faster and with minimal effort by leveraging automatic smart data enrichment. Creatio’s CRM data scientist will swiftly identify email addresses, phone numbers, social media profiles and other valuable information about a company from open sources. With this intelligent tool, Creatio users get the most complete and up-to-date customer data with no additional effort.

Search and merge duplicates

Identify and eliminate duplicate records in Service Creatio in order to manage your customer database more efficiently. When creating new records the system automatically checks for duplicates, or you can perform a manual check or schedule a recurrent search for duplicate accounts and contacts. Be sure you make the most of every interaction with customer.

Segmentation

Segment customers by multiple parameters to improve communication and build stronger relationships. Service Creatio allows building custom segments by industry, services and frequency of requests, priority or any parameter you choose. Using dynamic segments, which are filled automatically based on the set parameters, you can, for example, filter all the accounts that send their request more often.

Customer database analytics

Analyse your customer database to make data-driven decision in the continual service improvement process. Analyse customer base from different angles to quickly respond to changing customer needs. For example, identify services used by the greatest number of customers or customers who submit the greatest number of cases. Customise dashboards in the Service Creatio enterprise to always keep an eye on the key performance indicators.

Service History

Build relationships with customers based on a complete service history. Service Creatio enterprise keeps track of every interaction with the client, including tasks, calls and messages, cases submitted and resolved, services used and service level agreements.

Customer Portal

Make the case resolution process transparent to your customers through Customer Portal. It allows customers to manage their user accounts and profiles, and track progress of their case resolution. They can also quickly find relevant articles in the knowledge base to resolve cases without agents’ assistance, which will reduce the load on the Service Desk.

Communication pannels

Use Creatio’s communication panel to make calls and receive messages directly in the system. When handling a call Service Creatio enterprise automatically displays the customer profile so you can instantly access critical data and provide more personalized service. The system also allows setting up the Quick Dial panel.

Email

Manage messages from multiple email boxes in a single unified environment – Service Creatio enterprise. Each email can be linked to the relevant account, case, service agreement or other object. Integration with MS Exchange and Google enables you to merge all your email boxes and keep track of the correspondence in Service Creatio enterprise.

Calls

Make and receive calls directly in the system thanks to integration with a PBX system and a unique solution designed to effortlessly connect to any cloud VoIP service. Keep track of your calls and link them to relevant system objects in order to obtain a complete history of interactions with customers. Use these features to track key indicators on calls and evaluate performance of your service agents. To automate call management, use out-of-the-box CTI connectors with Avaya, Cisco, CosmoCom,or ZyXEL. What’s more, the system enables free calls between all the users of the Creatio application. Leverage call recording capabilities to control the work of the service agents. In addition, Creatio users can make calls and even video calls to other system users completely free of charge!

Enterprise social network

Use Enterprise Social Network (ESN) to keep your finger on the pulse of your business. You can get updates and notifications on the latest deals, projects or even contacts from various channels with an ability to comment and “like” different posts in the newsfeed. You can use the ESN in the Creatio mobile app as well.

Find us on Facebook, Twitter or LinkedIn. Learn more about Creatio here.

Analytics

Keep track of day-to-day operations and overall service performance with Creatio. Analyse agents’ productivity based on their tasks, emails and phone calls. All dashboards are easily configurable to track important indicators, such as the number of consultations per request or the average duration of consultations taking into account service type and service agreement.

Communication Panel

Communicate with your team and customers directly from the system. Make calls, manage email, approve contracts and collaborate in the enterprise social network using the Communication panel. All notifications are also here, so you will not miss any important event.

Email

Manage messages from all your email boxes in a single unified environment – Creatio customer service. Each email can be linked to the relevant account, case or other object. Integration with MS Exchange and Google enables you to merge all your email boxes and keep track of the correspondence in Creatio customer service.

Calls

Make and receive calls directly in the system. Access complete call history in the communication panel, set up quick dial to call your favourite contacts. Keep track of your calls and link them to relevant system objects in order to obtain a complete history of interactions with customers. Use these features to track key indicators on calls and evaluate performance of your service agents. To automate call management use out-of-the-box CTI connectors with Avaya, Cisco, CosmoCom, ZyXEL. What is more, the system enables free calls between all the users of the Creatio application. Leverage call recording capabilities to control the work of the sales reps. In addition, Creatio users can make calls and even video calls to other system users completely free of charge!

Self-service portal

Creatio offers all the necessary tools for your customer self-service portal: capabilities to report a case, monitor resolution process and provide instant feedback on the quality of service. Creatio customer portal helps your customers to keep up to date on company news and all services provided as well as find answers to their questions in the public knowledge base.

Enterprise social network

Use Enterprise Social Network (ESN) to keep your finger on the pulse of your business. You can get updates and notifications on the latest deals, projects or even contacts from various channels with an ability to comment and “like” different posts in the newsfeed. You can use the ESN in the Creatio mobile app as well.

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Analytics

Analyse productivity of service staff based on their tasks, emails and phone calls and track the dynamics of customer communications. You can also analyse a number of consultations per request or compare the average duration of consultations depending on service type and category of request. All graphs and dashboards are easily configurable, which helps to control and improve the service quality and enhance agents’ productivity.

Account and Contact Management

Create a single database of all accounts and contacts you work with via Customer Centre Services Creatio. Use Creatio customer service to keep record of contact data, addresses with map view capability, service history, social media profiles, corporate relationship structures and the entire history of interactions. Build a 360-degree view of your customers to provide them better service.

Intelligent data enrichment

Manage your CRM data faster and with minimal effort by leveraging automatic smart data enrichment. Creatio’s CRM data scientist will swiftly identify email addresses, phone numbers, social media profiles and other valuable information about a company from open sources. With this intelligent tool, Creatio users get the most complete and up-to-date customer data with no additional effort.

Customer segmentation

Segment customers by various parameters to improve communications and build stronger relationships. Creatio customer service allows building custom segments by industry, revenue, service level, customer preferences or any other parameter you choose. Use dynamic segments, which are filled automatically based on the set parameters. For example, you can filter all the accounts, that you have not contacted for a month or more.

Data enrichment trough social media

Find customers on Facebook or Twitter and enrich their profiles using the pre-built social media integration features. Get various information on contacts and companies from social networks with the click of a mouse.

Search for and merge duplicates

Identify and eliminate duplicate records in the system in order to manage your customer database more efficiently. When creating new records Creatio customer service automatically checks for duplicates. Alternatively you can perform a manual check or schedule the recurrent search for duplicate accounts and contacts.

Service History

Build relationships and customer service processes based on a complete history of your communications. Keep track of all the tasks, calls, messages and cases of each customer. Complete customer data at your fingertips is essential to ensure the best customer experience.

Customer database analytics

Control and improve customer service processes by analysing your customer database. Keep track of various indicators including number of requests by period /request frequency and most popular services. Adjust the dashboards according to your needs to get precise analytical data.

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Agent home

Manage your daily tasks more effectively using a pre-configured single window interface. Agent home allows agents to easily manage request queues, perform bulk communications, share the information via ESN and monitor their own performance in a single window interface.

Supervisor's workplace

Leverage extended capabilities of the supervisor’s workplace, which provides managers with full control over all inbound and outbound communications. Get a complete information on all agents’ activities, monitor and manage their workload, and take part in the request processing, if necessary.

Queue Management

Use queue management capabilities of Creatio contact centre to organize case processing, taking into account priorities and other parameters. Create different types of queues: dynamic, which are based on filters or static, which highlight certain contacts requiring attention; open queues, in which agent can see the entire list or blind queues, in which an operator can see the next contact, only when he picks the contact up from the queue. You can also remove cases from the queue if they no longer need resolution, as well as assign agents to process specific elements of the queue.

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Unified Case Database

Accumulate all cases from your customers and partners in one section. You can classify the cases into different categories: incidents, service requests, advisory services and claims. The system also allows you to assign cases to agents and teams, regulate timelines for case resolution and manage communications during case resolution. Flexible rules for ‘junk’ email processing protect customer support teams from undesired email streams to help them focus on what matters most.

Best practice service processes

Manage various types of cases with the help of out-of-the-box best practice processes in Creatio customer service. The processes guide agents though the most effective actions required to successfully resolve cases. The process triggers notifications and alerts, and enables control over case resolution deadlines.

Case Registration

The system allows for registering cases automatically from incoming emails or message from self-service portal. Flexible rules for ‘junk’ email processing protect customer support teams from undesired email streams to help them focus on what matters most.

Tasks and calendar

Manage your activities, calls and tasks easily with Creatio intelligent time management tools. You can add personal or group tasks that are linked to a specific assignment, contact or case. You can also synchronize your tasks and calendar with Google Calendar and Microsoft Exchange. All notifications and reminders are displayed in the notification panel.

Case history

Manage the complete case history in Creatio customer service. Track case resolution activities, emails, calls, and knowledge base articles used for resolution.

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Analytics

Take advantage of comprehensive dashboards to analyze the effectiveness of case resolution and service process efficiency. With Creatio customer service analytic tools, you can control customer satisfaction levels, percentage of overdue cases, and service staff efficiency.

Creatio Unified Service Catalogue

Create a unified database of services to facilitate the work of your service agents. An up-to-date and complete service catalogue will help you regulate service processes and offer clients services relevant to them.

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Service categories and priority management

Manage service categories, setup service calendars and regulate resolution deadlines for each service. Identify the services with the highest priorities and track case histories for these services.

Service catalogue analytics

Constantly improve service quality based on deep analysis of your service catalogue. Keep track of new services added, identify the most popular services and monitor customer satisfaction level.

Knowledge base

Accumulate the knowledge of your company in a unified knowledge base. By using knowledge base articles you will be able to resolve cases in a more timely manner, ensuring high quality of service for your clients and partners.

Article search

When working on case resolution use advanced search capabilities of the knowledge base. Define article categories, keywords and tags, service types, most popular solutions and instructions.

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Knowledge base management

Keep the knowledge base up-to-date. Enable your agents to rate articles, post comments and regularly update articles. Track all changes and updates, as well as the frequency of knowledge base usage.

Business Process Management

Automate any internal process – from document approval to collaboration on complex projects involving multiple teams. Creatio provides a complete set of tools to effectively manage business processes, including process modelling, execution, monitoring and analysis. Take advantage of the industry best practices to ensure the maximum efficiency of business process management at your organization.

DCM Processes

Take advantage of Dynamic Case Management (DCM) to more flexibly manage unstructured, “untamed” processes. DCM offers adaptable, context-based patterns that enable users to dynamically select the best path and set of activities to achieve more successful, optimized outcomes. Thanks to a user-friendly Case Designer that is powered by drag-n-drop tools, users can effortlessly add and manage process stages and activities to have the process up and running in just a few minutes!

Structured BPMN Processes

Automate your structured processes with BPM (Business Process Management) technology. Model the processes flow using preconfigured elements for creating activities (tasks, calls, and emails), working with pages, processing data, and invoking external services. A simple interface along with built-in tools for elements search and validation will help to quickly build a process model in BPMN as well as fine-tune it based on process execution analytics.

Process Library

Automate any customer service processes – from case management to problem resolution. Best practice processes are already built in the system, but they also can be easily modified to fit any specific service model.

Process monitoring and analytics

Keep track of any process metrics (duration, average time of running, maximum and minimum values, etc.) and view them from different angles (agents, support lines, services, etc.). Visualise data using dashboards, identify and eliminate bottlenecks in your processes with the help of process log.

Data import from/to Excel

Employ a built-in utility for data import to and from Excel to quickly import or export data on accounts and contacts, list of users, product catalogue, documents and invoices into Creatio customer service.

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MS Exchange integration

Enjoy seamless integration with Microsoft Exchange that synchronises email, contacts, and tasks with a click of a mouse. Adjust the frequency of synchronisation (daily, hourly or more frequent) and always have all the relevant data on hand.

BPX integration and cloud telephony services

Make and receive calls directly from the Creatio system. Integration with virtual or standard IP PBX systems, support of SIP-numbers from any provider, and the possibility to connect an unlimited number of external lines allow for the delivery of all necessary calls directly from the system.

Google Integration

Keep the entire history of communications with the customer in the Creatio application, regardless of the mail provider. Send and receive email without leaving the application.

Mail integration via IMAP / SMTP

Keep the entire history of communications with the customer in Service Creatio, regardless of the mail provider. Send and receive email without leaving the application.

Interface customisation

Take advantage of the extended capabilities for user interface customisation. Use System Designer to setup workplaces, show or hide system sections for different user roles, or personalise the application by adding company’s logo and applying your corporate colour scheme.

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User customisation

Customise Creatio customer service to fit the unique business needs and requirements. Easily rearrange, add and remove lookups, data fields and entire pages. The application provides wizards and designers for objects, pages and processes. Use these tools to change the data views or business logics without programming.

Agile system localisation

Leverage simplified localisation tools to support a multilingual environment in your organization and combine several languages in a single interface. Not only can you localise the system terminology, but also lookup values, analytical data and every step of your business-processes. Improved user tools for system translation and multilingual support enable users to painlessly localise the system into any language.

Visual content designer

Create contracts, eye-catching email templates for your mass mail campaigns or specifications by using the built-in content designer. The system offers a library of ready-to-use elements, as well as tools for working with content – just add your text, company logo or image and the email is ready to be sent. Save the newly created template in Creatio to use it in the future. The system automatically optimises the way emails are displayed on different devices and through various email clients.

Access rights administration

In Creatio customer service you can easily manage access rights of users and groups. Grant or deny access to individual records or groups of records, as well as specify which sections are available to certain user roles.

LDAP Integration

Use Active Directory credentials to access Creatio customer service. You do not have to remember different usernames and passwords, and the system administrator doesn’t have to manually add profiles for new employees to access the system.

Mobile app customisation

Make sure you work only with relevant information via mobile device. Use the mobile app wizard to add or hide different system sections, as well as to personalise your mobile application.

Web SSO Support

Administer user roles quickly and safely using Single Sign-On (WebSSo) technology to simplify the sign-in process and ensure smooth integration of Creatio to the corporate IT environment thanks to a centralized user administration.

Activity log

The activity log keeps a record of all operations with critical data and allows for the quick retrieval of information, along with the chronology of all events in the system: what was done, by whom and when.

Problems and known errors

Store all identified problems in the infrastructure and service processes in Creatio ITIL service. The system helps preventing recurring mass incidents and proactively informs customers about known errors.