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Service Creatio Reviews & Product Details

Service Creatio is an AI-powered, no-code platform for full-cycle customer service management. It consolidates service workflows (internal and external) into a unified center, managing cases, agents, knowledge, and communication—on all channels. It’s built on the Studio Creatio platform with a composable architecture. Key Features & Capabilities 360° Customer View – One central view of contacts/accounts with full interaction history across every communication channel. Case Management – Automated case registration and classification (via email, phone, forms), smart routing, escalation, and full lifecycle support. Multi-Channel & Contact Center Tools – Omnichannel support (messaging, email, calls), unified agent desktop, intelligent queue/routing systems. Knowledge Management – Interactive knowledge base, tagging, collaboration, AI-assisted content search & recommendations. Productivity & Agent Tools – Task scheduling, calendar/email sync, dashboards, notifications, internal collaboration. AI & Automation – AI models to predict case priority, similarity of cases, sentiment, next best actions, and even help with response suggestions. Service Level Management (SLA), Queues & Workflows – Define, track, enforce SLAs; manage queues; build or use preset service workflows.

Seller

Creatio

Discussions

Service Creatio Community

Languages Supported

Arabic, Czech, German, English, Persian, French, Hebrew, Italian, Dutch, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Ukrainian

Product Description

BPMonline Service Desk is a web-based Service Desk software that takes advantage of advanced business process management (BPM) features and ITIL best practices.

Overview by

Katya Gumerova (Project Manager at airSlate)

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Service Creatio Media

360-degree view of contact and account data with a complete omnichannel engagement history across the entire customer journey.

Case and service request management of any type and complexity, automated case registration, classification, AI-based routing, and resolution workflows, consolidated customer and case data view, omnichannel communications, and team collaboration tools.

Intelligent queue management and case distribution, consolidated agent desktop with access to customer data, assigned tasks, analytics, and communications tools.

Service Creatio Demo - Knowledge Management

Advanced AI-powered knowledge management capabilities. Interactive knowledge base, flexible sharing and collaboration workflows, easy-to-use tags and cross-links for quick search and classification, and user engagement.

Collaborative task management, agent schedule management, seamless calendar and email synchronization, notifications and alerts, flexible personal productivity dashboards, and team collaboration tools.

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Kashish S.

Software Engineer-Trainee

Mid-Market (51-1000 emp.)

10/3/2024

"Best Crm to use-low code/no code technology"

5/5

What do you like best about Service Creatio?

It is one of the best CRMs that we can use with minimum coding and can also design required functionalities by adding some customization Review collected by and hosted on G2.com.

What do you dislike about Service Creatio?

There isnot thing to be disliked in this CRM.although there are some limitations like restrictions of manipulating DOM elements Review collected by and hosted on G2.com.

Rahul S.

Application Developer

Small-Business (50 or fewer emp.)

11/11/2024

"Creatio is a powerful crm tool. The added feature is its bpm engine and ai features"

5/5

What do you like best about Service Creatio?

The ootb modules makes life easier and fun Review collected by and hosted on G2.com.

What do you dislike about Service Creatio?

Platform stability is a little bit unstable but support helps Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

6/18/2024

"Very good for automating CS workflows"

4.5/5

What do you like best about Service Creatio?

You do not need to be a programmer to use and it streamlines our work. Review collected by and hosted on G2.com.

What do you dislike about Service Creatio?

I can not think of downsides at the moment. Review collected by and hosted on G2.com.

Juston J.

Director of Support and Implementation

Small-Business (50 or fewer emp.)

11/14/2023

"Creatio Service is simply the best for a super customized support department"

5/5

What do you like best about Service Creatio?

Customizations are endless, it truly is awesome. Review collected by and hosted on G2.com.

What do you dislike about Service Creatio?

There is nothing that I do not like about Creatio Service Review collected by and hosted on G2.com.

Verified User in Education Management

Mid-Market (51-1000 emp.)

10/13/2020

"A system that took our customer engagement to a whole new level"

5/5

What do you like best about Service Creatio?

Support for multichannel customer communication, the ability to build a variety of workflows to meet multiple customer needs, AI-powered solutions to streamline customer support, a wide range of marketplace solutions designed to maximize the benefits of out-of-the-box-functionality, the system’s configurability, and very comfortable UI. Review collected by and hosted on G2.com.

What do you dislike about Service Creatio?

There are no major drawbacks that I can mention. Whenever we have any minor troubles with the system, the support team makes sure that the cases are resolved in no time. Review collected by and hosted on G2.com.

What problems is Service Creatio solving and how is that benefiting you?

By adopting the system, we did a major business transformation towards being more customer- oriented. Thanks to the platform’s wide functionality, we got equipped with a variety of tools to drive customer engagement and create the first-rate customer experience. We no longer had to worry about misaligned communication with our customers or fight operational silos within our organization. It felt like Creatio knew exactly what we needed to be more efficient as a company. Review collected by and hosted on G2.com.

Peter N.

Quantitative Analyst in Market Risks and Lead Project

Enterprise (> 1000 emp.)

9/14/2020

Business partner of the seller or seller's competitor, not included in G2 scores.

"Automates service Operations by following Pre-defined Processes"

5/5

What do you like best about Service Creatio?

Service Creatio is a complete cloud arrangement that permits the administration of client demands and Automates administration tasks by following pre-characterized measures for full-cycle administration the executives. Administration specialists can profit by working in a brought together condition to deal with a continually developing number of cases and administration demands, overseeing case lines and conveying much customized correspondences. In our organization, we ought to continually advice our customers on forthcoming occasions and speedily answer their inquiries. Bpm'online permitted us to handle all customer demands in a solitary framework. This CRM is anything but difficult to design to meet our business needs since we can alter work processes without having a specialized background. The acquaintance of bpm'online permitted us with tackle the issue of handling demands from outer clients, which had not recently been secured. Likewise, it was conceivable to improve the handling of solicitations from inward clients. Working in a solitary IT biological system has diminished and streamlined correspondence between representatives of related divisions inside the organization. Gathering and examining consumer loyalty with the organization's administrations permits us to become considerably quicker and keep up a main situation in the industry. The brief reaction from the business group and the ability to respond to my inquiries. Numerous merchants simply disregard your inquiries. Review collected by and hosted on G2.com.

What do you dislike about Service Creatio?

There are sure combinations that accompany the device like email and telephone frameworks. However, others like heritage framework or exceptionally specific arrangements, requires improvement that can be troublesome (certainly feasible). The absence of existing arrangements in the market (free or paid) constrain you to build up those integrations. Changes are anything but difficult to do, yet they typically requires accumulation. This can take some time, and if it is executed erroneously, you can influence your instance. Review collected by and hosted on G2.com.

What problems is Service Creatio solving and how is that benefiting you?

The security is definite and can be adjusted to each demonstrate. Yet, a few changes applies just too new records, not to authentic data. I can honestly say it has been excellent - anything we ask for has been done in good time, reliable system, and great staff. This can expect customizations to work appropriately. Review collected by and hosted on G2.com.

Andrey E.

Andrey

Mid-Market (51-1000 emp.)

1/31/2019

"Simple and intuitive CRM for business processing"

4.5/5

What do you like best about Service Creatio?

In our company, we should constantly advise our clients on upcoming events and promptly answer their questions. Bpm’online allowed us to process all client requests in a single system. This CRM is easy to configure to meet our business needs because we can customize workflows without having a technical background. Review collected by and hosted on G2.com.

What do you dislike about Service Creatio?

Working with macro signatures was confusing at first. We visited the bpm’online community website and asked a couple of questions concerning those macros. The pleasant thing is that we got the answers to our questions instantly. Good job! Review collected by and hosted on G2.com.

What problems is Service Creatio solving and how is that benefiting you?

With bpm’online, we can quickly handle all the incoming calls. We are capable to register calls and escalate them to the appropriate departments. Bpm’online sends us notifications regarding near overdue follow-up calls to ensure that we are tracking our prospects and customer communications accordingly. Review collected by and hosted on G2.com.

Verified User in Entertainment

Mid-Market (51-1000 emp.)

2/7/2019

Business partner of the seller or seller's competitor, not included in G2 scores.

"The automation of internal (employee) requests and external (customer) requests"

5/5

What do you like best about Service Creatio?

The introduction of bpm’online allowed us to solve the problem of processing requests from external customers, which had not previously been covered. In addition, it was possible to improve the processing of requests from internal users. Working in a single IT ecosystem has reduced and simplified communication between employees of related departments within the company. Collecting and analyzing customer satisfaction with the company's services allows us to grow even faster and maintain a leading position in the industry. Review collected by and hosted on G2.com.

What do you dislike about Service Creatio?

The data migration to bpm’online took an unexpected while. But that was mainly because of the issue with our legacy system's performance. Review collected by and hosted on G2.com.

What problems is Service Creatio solving and how is that benefiting you?

Prior to using bpm’online, processing of requests was implemented only for internal customers (Multiplex employees) and was carried out in the Jira software product, the functionality of which was not enough for all tasks. Calls from external customers were not processed using automated systems and now they are, on a single platform. Review collected by and hosted on G2.com.

Verified User in Telecommunications

Small-Business (50 or fewer emp.)

2/6/2019

"Effective CRM for client service management"

5/5

What do you like best about Service Creatio?

Prior to bpm’online, our company didn’t use any management system for internal and external services. That’s why it was hard for us to measure employees’ performance. We wanted to improve our team’s customer service skills. Due to this we were looking for a software that would allow us to better configure business processes so that our employees will get clear instructions on how to effectively handle client requests.

We decided to try bpm’online service, and it was the right choice.

Bpm’online helps us to analyze quantitative and qualitative performance metrics, including the number of requests at each stage of the process, the number of processed and overdue requests, employee performance indicators and others. Review collected by and hosted on G2.com.

What do you dislike about Service Creatio?

Can’t think of any disadvantages at the moment. Review collected by and hosted on G2.com.

What problems is Service Creatio solving and how is that benefiting you?

Bpm’online simplifies our manager performance a lot. Pre-configured processes enable us to effectively manage time when processing client requests. Notification automation allowed us to streamline internal business processes as well. All these features and customized analytics improved our helpdesk and noticeably increased customer loyalty. Review collected by and hosted on G2.com.

Jamie S.

Qualitative Lead Recruiter

Market Research

Small-Business (50 or fewer emp.)

10/17/2018

"BPM Funcunatily"

2.5/5

What do you like best about Service Creatio?

The way the system ties to my e-mail. I like that I can e-mail my contacts directly from BPM and it tracks the not just mine anyone one who e-mails the contact. Review collected by and hosted on G2.com.

What do you dislike about Service Creatio?

That I can not get appointments to tie to my Outlook calendar that I have to keep the program open to get reminders Review collected by and hosted on G2.com.