process management and CRM

Full-cycle Service

Management

Manage customer experience using the best solutions to fit your customers' needs.

Try Creatio for Free

or request a Demo with our Creatio Experts

Try Creatio for Free

Software Designed

To Manage Service

Boost your service and stay ahead of competitors.

CUSTOMER CENTRE FEATURES ↷

Customer 360° Profile

Omnichannel communications

Service catalogue

Contact centre

Self-service portal

Case management

(Including incidents and service requests)

ENTERPRISE FEATURES ↷

Customer 360° Profile

Lead management

 Opportunity management

 Out-of-the-box process for long sales

 Field sales

 Channel sales

 Sales forecasting

 Orders and invoices

 Product catalogue management

 Contract management

 Project management

Customer Experience Management

Full Cycle Service Management Solution

Creatio Service helps you streamline your full-cycle service management.

*customisable to fit your customer needs

Customer Segmentation ↷

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.

Customer Segmentation

Search and Merge Duplicates ↷

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.

search and merge duplicates

Service History ↷

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.

Service History

Customer Analytics ↷

Customer Database 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.

Customer Database Analytics

Data Enrichment ↷

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.

data enrichment

Communication Panel ↷

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.

communication pannel

E-mail ↷

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.

e-mails

Calls ↷

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!

Calls

Enterprise Social Networks ↷

Enterprise Social Networks

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.

Enterprise Social Network

Self-service Portal ↷

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.

self service portal

Analytics ↷

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.

analytics creatio

Case Database ↷

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.

Case Database

Best Practice ↷

Best Practice

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.

Best Practice

Case Registration ↷

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.

Case Registration

Tasks and Calendar ↷

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.

Calendar and Tasks

Case History ↷

Case History

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

case history

Analytics ↷

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.

case analytics

Knowledge Management ↷

Knowledge Management

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.

Knowledge Management

Knowledge Base ↷

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 ↷

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.

Agent Home ↷

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.

Agent Home

Supervisor's Workspace ↷

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 ↷

Queue Management

Use queue management capabilities of 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 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.

queue management

Unified Service Catalogue ↷

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.

New Service Design ↷

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.

New Service Operations↷

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 ↷

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.

case analytics

Business Process Management ↷

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.

Dynamic Case Management ↷

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 ↷

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 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.

structured bpmn

Process Library ↷

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 library

Analytics ↷

Process Monitoring and Analytics

Keep track of any process metrics (duration, the average time of running, 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.

case analytics

Excel Import ↷

Data Import from 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.

MS Exchange Integration ↷

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.

Telephony Services ↷

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.

case analytics

Google Integration ↷

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.

case analytics

E-mail ↷

E-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.

case analytics

Content Designer ↷

Visual Content Designer

Create contracts, and 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 in the future. The system automatically optimises the way emails are displayed on different devices and through various email clients.

Interface Customisation ↷

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 ↷

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.

Languages ↷

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 ↷

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 ↷

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.

Admin ↷

Access Rights

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.

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 ↷

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.

Identification and Classification ↷

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 ↷

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 ↷

Problem Resolution and Closure

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

Problem Resolution History ↷

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 ↷

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, as well as monitor frequency of detection of problems in the infrastructure.

Service Agreements Database ↷

Service Agreements Database

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 Activation ↷

Identification and Classification

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 organize the work with external service providers (UC) the user can simply fill in information about a provider.

History ↷

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 ↷

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.

Configuration Management Database ↷

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.

Configuration Items Identyfication ↷

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 ↷

History

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

Analytics ↷

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.

Creatio recognised in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center. According to Gartner, 

The current reshaping of the CEC market is characteristic of the consolidation of the customer service technology market. CSS organizations must deliver consistent, effortless, intelligent and personalized customer service to their customers. The ability to orchestrate customer requests with assisted service, as well as with self-service, is the second of the four pillars of great customer service: Getting connected; Process orchestration; Resource management; Analytics and insights.

How much will it cost me?

Embrace the opportunities offered by service creatio. Compare Prices of the software available in two deployment options – Cloud and On-site Subscription.

pricing creatio services
Customer Centre
A Perfect fit for companies looking to automate their helpdesk and contact centre operation
  • ✔ Customer 360° Profile
  • ✔ Omnichannel Communications
  • ✔ Service Catalogue
  • ✔ Contact Centre
  • ✔ Self-service Management
  • ✔ Case Management*
  • ✔ Knowledge Management
  • ✔ Business Process Management
  • ✔ Low-code/no-code Configuration
  • ✔ Analytics
  • ✔ Collaboration Tools
  • ✔ AI and Machine Learning Tools
  • ✔ Mobile Application
  • ✔ Access and User Management
  • ✔ Development Framework

*(including incidents and service requests)

£37Cloud

per user/month* ↺

£27 On-site

per user/month*

Get in Touch
Flip for On-site Pricing ⤴

Try Creatio for Free

or request a Demo with our Creatio Experts
Enterprise
A robust solution for Medium and Large Companies
  • ✔ Customer 360° Profile
  • ✔ Omnichannel Communications
  • ✔ Service Catalogue
  • ✔ Contact Centre
  • ✔ Self-service Management
  • ✔ Service Level Management
  • ✔ Configuration Management
  • ✔ Case Management*
  • ✔ Problem Management
  • ✔ Knowledge Management
  • ✔ Change Management
  • ✔ Release Management
  • ✔ Business Process Management
  • ✔ Low-code/no-code Configuration
  • ✔ Analytics
  • ✔ Collaboration Tools
  • ✔ AI and Machine Learning Tools
  • ✔ Mobile Application
  • ✔ Access and User Management
  • ✔ Development Framework

*(including incidents and service requests)

£50 Cloud

per user/month* ↺

£39 On-site

per user/month*

Get in Touch
Flip for On-site Pricing ⤴

Try Creatio for Free

or request a Demo with our Creatio Experts

Additional Information

  1. The pricing of Service Creatio is indicated for monthly use of the software (including technical maintenance and updates to new versions)

  2. The payment is made in USD:

    Service Creatio Cloud, customer centre edition — $540 per user/year;

    Service Creatio On-site, customer centre edition — $420 per user/year;

    Service Creatio Cloud, service enterprise edition — $720 per user/year;

    Service Creatio On-site, service enterprise edition — $600 per user/year.

  3. The system is available in two deployment options – Cloud and On-site Subscription.

  4. The minimum annual purchase volume per customer is $5,000, which consists of the Creatio product(s) subscription cost or/and the cost of any Marketplace solution (both cloud or on-site deployment options).

  5. Displayed pricing does not include taxes and fees (such as VAT) prescribed by law.

  6. Cloud deployment price includes a standard data processing package: 5 hours of machine learning (in the general queue) and 100,000 predictions per month. The cost for additional data processing volume is quoted individually based on the resources required.

  7. An on-site Subscription requires an additional license for the data processing package. The cost for an additional license is $600 per month without any limits on data processing volume. The machine learning and data processing services for Creatio On-site Subscription are also available via the cloud. The terms are found in our cloud licensing agreement.

  8. A minimum contract period for all products and editions is 3 years.

  9. The cost of implementation is calculated separately.

  10. The payment shall be made in USD at the rate of the European Central Bank and/or the Bank of England and/or The Reserve Bank of Australia at the date of payment.

Additional services

Embrace the opportunities offered by Service Creatio

Data storage

Data volume that is stored in Creatio. 1 GB storage for each user is already included in the subscription. Cost of additional 1 GB of storage space is $20 per year.

Fixed IP address

Linking a client to a specific IP address that cannot be changed without a client’s approval. This service costs $230 as a setup payment and $230 per year per one site.

Site for development

Additional system instance, used for development and testing. When purchasing subscriptions for over 20 users, an additional system instance could be provided for two users free of charge. When purchasing subscriptions for fewer than 20 users, an additional system instance is provided according to the price list of the chosen product. There is an additional charge for disk storage space.

Backing-up

File that the client can independently download via FTP. This service costs $800 per year. Additional charge for disk storage space applies.

Deployment on dedicated servers

The ability to deploy a system on a dedicated server where other companies’ systems are not hosted. It enables a more flexible system configuration and customization. The cost of this service is calculated separately and is based on the resources required. Recommended for organizations that have one of the following requirements: Resource-intensive integrations, project improvements. Increased security level. The need for more flexible configuration of the OS and the installation of additional software on application servers and DBMS. Maintaining a continuously high performance level and excluding the impact of other system instances. Custom maintenance window requirement.

VPN Tunnel

Secure access between a client’s IT Infrastructure and a client’s site in the Cloud. Mainly used for safe integration setup. This service costs $1950 as a setup payment and $800 per year for one site. The service has limitations to be clarified before purchasing.

On-site Development

System development and testing on company’s own servers. When purchasing subscriptions for 20+ users, 2 subscriptions for development and testing needs are offered free of charge.

Technical Support

Creatio provides technical support in packages — Basic, Business, and Premium. The purchase of a support package is mandatory when buying software subscription. The packages are purchased for a period of not less than one year for all products that are used by the client.

Creatio

One Platform to Manage it All!

Apply customer-related data from all touchpoints to develop a holistic view of your customer preferences and needs. Use a 360-customer view to build more targeted communications with clients.

Service Management
Service Management via Creatio helps you build perfect customer service processes in any industry. Manage customer experience using the best solutions to fit your customers' needs.
Sales Management
Service Management via Creatio helps you build perfect customer service processes in any industry. Manage customer experience using the best solutions to fit your customers' needs.
Marketing Management
Service Management via Creatio helps you build perfect customer service processes in any industry. Manage customer experience using the best solutions to fit your customers' needs.

Millions of workflows automated by thousands of clients

the best crm software

Creatio products are used by thousands of organisations to manage customer-facing processes and deliver an exceptional customer experience.

CRM software for sales

Try Creatio intelligent products for Free!

Still not sure whether Creatio CRM is for you? Don't worry! We have a Free Trial for all of our CRM solutions. Learn more about Creatio for Sales, Marketing or Services and book your Free Trial Today!

make the right decisions

Interested in learning how Creatio can help your business?

Find out more about Creatio and its Capabilities