Search and Merge Duplicates

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.

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.

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 Analytics

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

Data Enrichment

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.

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.

E-mail

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 another 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 the 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.

Self Service Portal

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.

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.

All graphs and dashboards are easily configurable, which helps to control and improve the service quality and enhance agents’
productivity.

Best Practices

Manage various types of cases with the help of out-of-the-box best practice processes in Creatio customer service. The processes guide agents through 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 messages from the self-service portal.

Flexible rules for ‘junk’ email processing protects 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 synchronise 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.

Analytics

Take advantage of comprehensive dashboards to analyse 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.

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.

Supervisor's Workspace

Leverage extended capabilities of the supervisor’s workplace, which provides managers with full control over all inbound and outbound communications.

Get 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 the Creatio contact centre to organise case processing, considering priorities and other parameters.

Create different types of queues: dynamic, which are based on filters or static, which highlights specific contacts requiring attention; open queues, in which the agent can see the entire list or blind queues, in which an operator can see the following 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 and assign agents to process specific elements of the queue.

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, and link configuration items and service agreements.

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 the Customer portal.

Service Catalogue 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.

Dynamic Case Management

Take advantage of Dynamic Case Management (DCM) to manage unstructured, “untamed” processes more flexibly.

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

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 and built-in tools for elements search, and validation will help quickly build a process model in BPMN and 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 into 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 running time, maximum and minimum values, etc.) and view them from different angles (agents, support lines, services, etc.). Visualise data using dashboards, and identify and eliminate bottlenecks in your processes with the help of a process log.

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.

E-mail

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 the company’s logo and applying your corporate colour scheme.

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 with objects, pages, and processes. Use these tools to change the data views or business logic without programming.

Agile System Localisation

Leverage simplified localisation tools to support a multilingual environment in your organisation 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.

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.

Mobile App

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.

Access Rights

In Creatio customer service, you can easily manage the 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.

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.

Identification and Classification

Take advantage of the capability to automatically register a new problem right from the incident management process. You can define problem priority, type of service and configuration item.

Problem Diagnostics

Analyse problem reasons and find solutions. The system allows you to assign agents to resolve the problem, as well as document the progress of the resolution process and possible workarounds. Plan your work on problem elimination through initiating changes in the infrastructure.

Problem Resolution and Closure

Always keep full descriptions of problems and known error resolutions. Close related incidents and inform customers about the elimination of bottlenecks.

Problem Resolution History

Manage a complete history of problem resolutions and monitor agents’ efficiency. The system provides timely information about resolution process, completed activities, communications and initiated changes

Analytics 

Make decisions about necessary changes in the infrastructure based on advanced analysis of the problems and known errors database (KEDB). You can track services and CIs that triggered problems and monitor the frequency of detection of problems in the infrastructure.

Configuration Items Identyfication

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 the 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.

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.

Identification and Classification

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

History

Manage service history about 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, and monitor service agreement violations using statistics on overdue cases.