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My previous company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments.
It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.
It's a very stable tool, very powerful.
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions.
Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors.
Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
I have experience with this solution. I worked with it for five years.
It is a stable product. I worked on it for five or five students. It's very stable.
Scalability is normal. Not very high. At that time, there were around 1100 end users using this solution.
The support team is time-consuming, and they don't find the answer to our problem.
Because if you are doing your job by yourself, it will be a lot of aim to seek their support. But if you have, like, a support contract with them or something like that, there's the support when you go for a good position or if they can push it. You have to pay extra for better support.
Neutral
We decided to switch from Zendesk because of limitations for integrations. We were a tech company, and we needed more features, more add-ons, more conditions with a lot of tools that weren't accessible with Zendesk, so that's why we had to change it.
The initial setup is very difficult, and we had to use support help for the account setup.
You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive.
Back then, we were paying $51 per license for agents and $89-90 per license for tech users.
We were paying around $2.25 million per year.
I would suggest using a trial version first and reading the logs before using it.
Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.
My main use case for Creatio Sales is mostly marketing, and it is primarily for financial organizations.
A quick example of how I use Creatio Sales for marketing in financial organizations includes organizing marketing campaigns, sending bulk emails, and capturing membership applications and lead creation.
Creatio Sales helps with membership application capturing by allowing the organization to publish an application form on its website, whether it is a bank or a credit union. The potential customer or member fills in the application form, which creates a lead or an application in Creatio Sales. Then, Creatio Sales can transfer those leads to the core banking system after they are approved, resulting in the creation of the actual customer or member profile.
That covers my main use cases. There are also other use cases such as customer support automation, incident case management, and analytics using the dashboards and other reporting tools in Creatio Sales.
Creatio Sales impacts my organization positively because our customers, who are the end users, have a much better picture of their own customers. They can create targeted and personalized communication, such as email or marketing communication. Creatio Sales has a function called Next Best Offer, which predicts which product a specific customer would be interested in and automates the offering of that product, increasing the probability of sales.
I usually observe increased conversion rates from my customers using Creatio Sales. The rate depends on the industry and market, but generally, conversions increase, especially when customers have their databases scattered across different systems. In those cases, Creatio Sales acts as the source of truth, gathering all information into one database that is easy to read, manipulate, filter, and analyze.
The best features Creatio Sales offers are its no-code capabilities, which are supported by the possibilities of coding for complex requirements. The embedded web forms are a great feature that makes it easier to manage application forms on websites. The dashboards are amazing, the flexibility of integration with other systems is great, and the overall usability and flexibility of the system are very good.
The no-code capabilities make it very easy for the customer to understand how they should structure their requirements and what the outcome will be. They allow us to work in mixed teams, where we as developers make some configurations, and the customer team can also participate and contribute. All configurations can then be merged and deployed into the final product, enabling multiple teams to work on the same product in an organic and easy-to-understand way.
Many features and capabilities are end-user friendly, such as creating dashboards and printable reports available for the end users, making customers more independent from developers. This allows them to make certain adjustments or modifications without needing to reach out to developers, making it easy and flexible for customers to adjust functionalities to their needs immediately.
One area for improvement is the portal capability, which is a bit restricted technically. You cannot make all of the configurations on the portal as you can on the desktop or cloud version. This can be frustrating because if we implement a functionality on the desktop version, recreating the same functionality on the portal can be difficult, sometimes even encountering limitations that prevent certain functionalities.
The integration is very flexible and supports all modern capabilities, although I don't believe it can integrate with AI systems yet, but that might be coming. Creatio Sales itself already has built-in AI capabilities. Otherwise, I don't see many areas for improvement, aside from possibly improving the performance of the user interface, as navigating can be a bit slow.
The reliability and accuracy of Creatio Sales's AI outputs also need improvement. I have researched and tested it a bit, and sometimes the AI answers the same question differently. This indicates it does not always provide correct answers or perform the right actions, but it is improving with every new iteration.
I have been using Creatio Sales specifically for four and a half years.
I find Creatio Sales to be quite stable and reliable, without any significant issues such as data loss or accessibility problems.
The scalability of Creatio Sales is very good, with no limit on the number of users or database size in the highest tier subscriptions. The scalability feels unlimited, including the capacity to integrate with other systems, supporting standard API integrations and file exchanges without limitations.
The customer support is solid and always available. The support portal is user-friendly, and tickets are never lost or ignored. Every customer has a dedicated success manager, ensuring support is responsive and issues are resolved.
I would rate customer support a nine on a scale of 1 to 10. They occasionally don't fully understand issues on the first attempt, but with clarifications, they resolve most inquiries satisfactorily. While nothing is perfect, they consistently demonstrate high-level service.
I haven't previously used a different solution, but some customers do use alternatives such as Sugar. They don't switch and remain on their system, but I notice the difference. Having worked with both, I see that Creatio Sales is significantly more advanced, especially in user interface, compared to SugarCRM, which, while capable, lags in integration flexibility and overall user experience.
However, users express happiness from having information consolidated in one database, as Creatio Sales gathers data from various systems and presents it clearly in one interface, which makes it easy to read, interpret, and act upon.
I find the pricing for licenses to be adequate. Setup costs are basically nonexistent since it is a cloud-based system. However, the implementation cost heavily depends on the scope of the requirements and the configuration, so I cannot comment extensively on that.
Customers sometimes evaluate other options such as Salesforce and Microsoft Dynamics 360 before choosing Creatio Sales. They typically choose Creatio Sales because it is more affordable for similar capabilities. The only time larger organizations opt for bigger systems such as Salesforce is when they need more extensive capabilities for their CRM systems.
On a scale of one to 10, I would say Creatio Sales rates an eight.
I rate it an eight because, overall, it is a very potent, competent, and flexible system. We can implement capabilities that are not typical for a CRM system, and it still handles them well, even when heavy coding is required at times. The user interface is modern and user-friendly. It doesn't receive a 10 because of improvements needed in areas such as the portal and mobile app.
However, from the presentations about the AI capabilities, the potential is amazing. Even if it doesn't currently meet all the promises, I believe it will achieve that in the near future.
In my organization, Creatio Sales is deployed in 95% of cases as a public cloud, hosted by Creatio itself.
Creatio uses its own cloud provider, and I believe it utilizes AWS or Azure, but I don't remember exactly which.
My recommendation to others reading reviews on PeerSpot is to be mindful of implementation costs, as that is usually the largest investment in the beginning. While licenses are not overly expensive, implementation costs can escalate, especially with a team of specialists involved. Scope creep is an issue, as customers often request new features during implementation, leading to budget increases.
