Creatio Service Reviews

In my case, I have one customer using Service Creatio as a service tool to bring support to their customers, and the rest could be a couple of them using this way. In Chile, we have also one customer using Service Creatio as a platform to help children, where there is a government institution that helps and protects the children and the community. The community calls a number, and psychologists answer to help regarding their concerns. It could be about a boy who doesn't eat, or perhaps some violence problems or whatever kind of situation regarding children. This application receives these questions and complaints, and then they escalate to the appropriate health center, police, or wherever the call is directed to. This is the principal use implemented with Service Creatio.

Service Creatio is very easy to customize and adapt to specific use cases, as I mentioned before. I implemented Service Creatio to a Chilean government institution to help children who were reporting problems they had in their homes or denouncing certain events. It's very flexible, and you can adapt it to every need of the customer.

All my customers use Service Creatio in the cloud, except one. That one is the Chilean company dealing with children's information, which is concerned about publishing data to the cloud, so they decided on an on-premise implementation. 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. They haven't migrated from the 2018 release, which limits their access to the latest features. I think it's not a good choice to go on-premise if you don't have the resources to keep your infrastructure updated.

The process designer tool in Service Creatio can implement any kind of need of the customer. The ability of Service Creatio to notify by email, SMS, or WhatsApp to notify people involved in case resolution or those who need to receive some kind of notification regarding the case is crucial. The most principal used tool for Service Creatio is the process designer. You can implement anything, and the Dynamic Case Management (DCM) tool also helps manage the lifecycle of the case, along with the several channels of notification we use to keep people informed.

Service Creatio is a great tool in process automation. It is one of the most important features of Service Creatio. Principally, it manages the lifecycle of the case, which could be very complex with approvals, notifications, cases, and whatever. This is the principal use of the process to manage their lifecycle and also to manage other needs, such as sending an email when a case is received with specific data.

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.

I have been working with Service Creatio for six, seven years.

I am very happy with how Service Creatio is evolving over time. It becomes a better product that's easy to use and implement.

Service Creatio is very stable, and I have no concerns regarding its stability at this time.

Service Creatio rates as a nine in terms of scalability.

Sometimes I have some issues with SLAs, but generally, the Creatio support team is very proactive and effective. However, there are times they fail, such as one case that has been open for more than a month without news. Typically, though, they resolve cases very promptly.

Positive

It is really simple to set up Service Creatio once the developer understands the components such as SLA services, keywords, and all this stuff. It is very easy to implement Service Creatio as out-of-the-box. If I need to make adjustments for specific needs, it's not hard either.

We don't measure cost savings or ROI directly, but we believe that with Service Creatio, we can implement customer needs in a fraction of the time compared to traditional development tools or CRMs. Some projects can take a year with Service Creatio, but with traditional tools, they might take four or five years or more.

The affordability of Service Creatio depends on the kind of customer. I think it's affordable; the new pricing model is more accessible than the old one. However, we have a barrier now that prevents contracting projects for less than $10,000. For smaller customers, they must invest $10,000 or more in licenses to use Service Creatio, but for companies with 50, 60, or more users, it's quite affordable.

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 implement service tools appropriately, such as ITIL. The principal issue is having clarity on what needs to be done and how to work with the product. On a scale of one to ten, I rate Service Creatio a nine overall.

On-premises

Other

We provide and sell Service Creatio as part of our global smart city platform. Most of our customers are city governments, and based on this platform, they build city service delivery platforms for residents and tourists.

The most valuable feature is the service delivery, which can become the greatest feature. It includes digital one-to-service, self-service, and self-Creatio capabilities. The process automation capabilities enhance workflow efficiency through customization using the process and case management mechanisms.

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 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.

We have been working with Service Creatio for the last ten years.

The full deployment of the solution can take up to three months. We do not deliver just the Service Creatio service; we deliver our full solution. The deployment involves a comprehensive setup which contributes to the duration.

Service Creatio is a stable solution. I would rate its stability at eight out of ten.

Service Creatio is currently scalable enough for our customers. However, we remain observant for future scalability needs. I would rate scalability as eight.

Customer service and support receive a rating of five due to the combination of not-so-good documentation and incomplete coverage of existing situations in the system.

Neutral

The initial setup is easy if you know the system. If you do not know the system, it can be complex.

Our customers have seen value and efficiency using this solution. We use and provide ROI for our customers, demonstrating improvements in their services after using our platform.

We have a special pricing agreement from Service Creatio and do not use the standard pricing model.

I would recommend improving the ease of building interactions between different installations of Service Creatio. The interactions would allow one service to start in one city and finish in another, providing interoperability of services. I would rate the overall solution a nine out of ten.

Hybrid Cloud

Other

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.

Once a ticket is logged, an email is sent. From there, customers can maintain continuous contact regarding the status of their problems. After a ticket has been resolved, Service Creatio requests feedback. Based on that feedback, users can track NIPS scores. We review feedback to gain results of the case outcomes.

The return material authorization should utilize no-code or low-code.

I recommend this solution.

Overall, I rate the solution a nine out of ten.