Pega CRM vs Service Creatio comparison

Pega and Creatio are both solutions in the CRM Customer Engagement Centers category. Pega is ranked #5 with an average rating of 7.7, while Creatio is ranked #11 with an average rating of 9.0. Pega holds a 8.3% mindshare in CCEC, compared to Creatio’s 2.2% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 100% of Creatio users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

876 Views
289 Comparison Views

100% willing to recommend

Service Creatio

Read 3 Service Creatio reviews

291 Views
79 Comparison Views

100% willing to recommend

Pega CRM

Service Creatio

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Jun 29, 2025

Pega CRM and Service Creatio compete in the CRM market, providing comprehensive solutions for customer relationship management. Pega CRM appears to have the upper hand in enhancing operational efficiency through its superior automation capabilities, while Service Creatio’s flexibility and user-friendly customization features offer potentially greater overall value.

Features: Pega CRM enhances workflow efficiency with robust process automation, AI-powered decision-making, and the ability to automate complex tasks. Service Creatio provides a customizable interface, adapts easily to specific business needs, and offers flexibility for various business processes.

Ease of Deployment and Customer Service: Service Creatio offers a quick deployment model with excellent customer support, making it accessible for businesses seeking a smooth transition. Pega CRM offers extensive support but may involve a more complex setup.

Pricing and ROI: Pega CRM may have higher setup costs due to advanced capabilities but focuses on process automation for potential substantial ROI over time. Service Creatio, with competitive pricing and a flexible structure, presents an attractive ROI for those seeking cost-effective solutions. Pricing and flexibility differences influence decisions based on budget and specific needs.

To learn more, read our detailed Pega CRM vs. Service Creatio Report (Updated: July 2025).

Buyer's Guide

Pega CRM vs. Service Creatio

July 2025

Download the complete report

Helped 865,384 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Pega CRM

Ranking in CRM Customer Engagement Centers

5th

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM (17th)

Service Creatio

Ranking in CRM Customer Engagement Centers

11th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Customer Experience Management (14th)

Mindshare comparison

As of August 2025, in the CRM Customer Engagement Centers category, the mindshare of Pega CRM is 8.3%, down from 9.4% compared to the previous year. The mindshare of Service Creatio is 2.2%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

Read full review

Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

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.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"The case management feature is really valuable."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"The solution is very easy to use."

More Pega CRM pros

"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."

"Service Creatio is a great tool in process automation."

Cons

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"The UI is lagging and needs to be improved."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"The UI should be improved."

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"They should enable the data-driven streaming feature inside it."

More Pega CRM cons

"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."

"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."

Pricing and Cost Advice

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"The pricing is on the higher side."

"It is expensive."

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.

See recommendations

865,384 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

26%

Computer Software Company

10%

Manufacturing Company

Comms Service Provider

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

See all answers

What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

See all answers

What needs improvement with Service Creatio?

See all answers

What advice do you have for others considering Service Creatio?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

See all answers

Comparisons

Microsoft Dynamics CRM vs Pega CRM

Compared 20% of the time

Salesforce Service Cloud vs Pega CRM

Compared 17% of the time

Salesforce Sales Cloud vs Pega CRM

Compared 16% of the time

Siebel CRM vs Pega CRM

Compared 16% of the time

Genesys Cloud CX vs Pega CRM

Compared 11% of the time

More Pega CRM Competitors

Salesforce Sales Cloud vs Service Creatio

Compared 34% of the time

Freshdesk vs Service Creatio

Compared 23% of the time

Zendesk vs Service Creatio

Compared 23% of the time

Microsoft Dynamics CRM vs Service Creatio

Compared 20% of the time

More Service Creatio Competitors

Product Reports

Buyer's Guide

Pega CRM

August 2025

Download Pega CRM product report

Buyer's Guide

CRM Customer Engagement Centers

August 2025

Download Service Creatio product report

Also Known As

Chordiant

bpm’online customer service, bpm’online service enterprise

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

Intelligent service management platform to accelerate service delivery and customer delight

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).

Creatio

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Buyer's Guide

Pega CRM vs. Service Creatio

July 2025

Free Report: Pega CRM vs. Service Creatio

Find out what your peers are saying about Pega CRM vs. Service Creatio and other solutions. Updated: July 2025.

DOWNLOAD NOW

865,384 professionals have used our research since 2012.

See our Pega CRM vs. Service Creatio report.

See our list of best CRM Customer Engagement Centers vendors.

We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.