Service Creatio Reviews

Name: Service Creatio
Brand: Creatio
Rating: 4.5 (3 reviews)

4.5 out of 5

3 reviews
100% willing to recommend

What is Service Creatio?

Intelligent service management platform to accelerate service delivery and customer delight

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Service Creatio is the #11 ranked solution in top CRM Customer Engagement Centers and #16 ranked solution in top Customer Experience Management solutions. PeerSpot users give Service Creatio an average rating of 9.0 out of 10. Service Creatio is most commonly compared to Freshdesk: Service Creatio vs Freshdesk.

Buyer's Guide

CRM Customer Engagement Centers

May 2025

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Featured Service Creatio reviews

Anatolii Vovniuk

Deputy Chief Information Officer, Head of Digital Strategy & Cybersecurity at Kyiv City Council

The customer self-portal is not good. Service Creatio ( /products/service-creatio-reviews ) has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us. The design of the customer self-portal is quite bad, particularly the UI. It is not capable of integrating third-party identification systems like GEO, Per zone, or BankID for authorization of external users. It would be beneficial to have the possibility to easily build communication or interaction between different services with different instances of Service Creatio.

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HaroldBusby

Senior Sales Manager at Sales Informatics

The low-code aspect of Service Creatio introduces users to some of the studio products. Since the platform was built upon a foundation of no-code and low-code aspects, many use cases are already inside the application, like ticket routing, approvals, and similar functionalities. Unless you need to customize certain processes within your organization, you will use the no-code designer for Business Process Management. This involves creating a visual map to define how cases should flow and escalate and approvals required. Additionally, if further customer information is needed, it can be integrated into workflows as part of case management and be accessible through low-code or no-code options. You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

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Julio Falcon

IT-Director (CTO) at No Code Services

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

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Service Creatio mindshare

Product category:

As of May 2025, the mindshare of Service Creatio in the CRM Customer Engagement Centers category stands at 1.3%, up from 0.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Key learnings from peers

Last updated May 13, 2025

Valuable Features

"Service Creatio is a great tool in process automation."
"Our customers have seen value and efficiency using this solution."
"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

Room for Improvement

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."
"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."
"The return material authorization should utilize no-code or low-code."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our CRM Customer Engagement Centers Buyer's Guide for additional reliable information.

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Learn more about Service Creatio

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence.Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Service Creatio was previously known as bpm’online customer service, bpm’online service enterprise.