360° customer view

Create a single database of all accounts you work with. Keep record of contact data, addresses, service history, social media profiles, corporate relationship structures and the entire history of interactions. Get the most complete and up-to-date customer data by leveraging automatic smart data enrichment. Segment customers by various parameters to improve communications and build stronger relationships. Identify and eliminate duplicate records in the system to manage your customer database more efficiently. Control and improve customer service processes by analyzing your customer database.

Business process management

Automate any internal process – from document approval to collaboration on complex projects involving multiple teams. Effectively manage business processes, including process modelling, execution, monitoring and analysis. Take advantage of Dynamic Case Management (DCM) to more flexibly manage unstructured processes. Enable users to dynamically select the best path and set of activities to achieve more successful, optimized outcomes. Take advantage of ITIL recommendations and process-driven ITSM approach to streamline services management and delivery.

Machine Learning capablities

Eliminate redundant operation with Creatio’s powerful machine learning and AI capabilities. The system analyzes previous service history based on various criteria and automatically predicts the most relevant support line to route a case or request to. The system also features Natural Language Processing capabilities that analyze incoming emails and enable users to create a new contact or enrich an existing one based on the email content.

Omnichannel communications

Communicate with your team and customers directly from the system. Manage messages from all your email boxes in a single unified environment. Merge all your email boxes and keep track of the correspondence in Creatio integrating with MS Exchange and Google. Make and receive calls directly in the system. Use out-of-the-box CTI connectors with Avaya, Cisco, CosmoCom, ZyXEL to automate call management. Control the work of the sales reps leveraging call-recording capabilities. Provide your customer with self-service portal enabling them to report a case, monitor resolution process and express instant feedback on the quality of service. Analyze productivity of service staff based on their tasks, emails and phone calls and track the dynamics of customer communications.

Contact center

Provide your agents with tools for managing request queues, performing bulk communications, sharing the information via ESN and monitoring their own performance in a single window interface. Get a complete information on all agents’ activities, monitor and manage their workload, and take part in the request processing, if necessary. Use queue management capabilities to organize case processing, taking into account priorities and other parameters. Remove cases from the queue if they no longer need resolution, as well as assign agents to process specific elements of the queue.

Service level management

Register all types of service agreements needed to service your customers according to different service levels. Formalize the terms of cooperation with both, customers (SLA) and Service Desk units (OLA). Set up a calendar and indicate actual duration of the agreement. Manage service history with regards to service agreements. Store copies of signed agreements and track addendums. Analyze service agreements to evaluate the overall quality of service provided. Track customer feedback and current satisfaction rate, monitor service agreements violations using statistics on overdue cases.

Configuration management

Run a single database of all company’s configuration items (CI) and service assets. Keep records on hardware, software, licenses, network components and documentation necessary for the seamless service provision. Register inventory number, category and type, define model and indicate technical characteristics, run a list of colleagues and customers that use this particular CI. Track the current status of the hardware and software, information updates on operational CIs, identify bottlenecks in infrastructure, etc.

Request management

Accumulate all request history in one section of the system. Assign agents and teams, regulate timelines for case resolution taking into account different time zones and manage communications during case resolution. Use pre-configured workplaces to improve agents’ productivity and facilitate their daily activities. Manage incidents using out-of-the-box process fully compatible with ITIL recommendations to help Service Desk agents resolve incidents with maximum efficiency. Register new incidents automatically from incoming emails or message from self-service portal. Automatically send a request for customer feedback while closing the incident in order to evaluate the level of customer satisfaction and service quality.

Problem management

Store all identified problems in the infrastructure and service processes, prevent recurring mass incidents and proactively inform customers about known errors. Automatically register a new problem right from the incident management process. Assign agents to resolve the problem, as well as document the progress of the resolution process and possible workarounds. Manage a complete history of problem resolutions and monitor agents’ efficiency. Make decisions about necessary changes in the infrastructure, based on advanced analysis of the problems and known errors database (KEDB).

Change management

Plan all changes in ITIL service in order to eliminate known errors in the infrastructure and improve overall quality of IT services. Register change request IDs, define categories and priority, establish connections with incidents, problems and CIs. Manage change approvals, develop detailed change implementation plan, including stages and activities, assigned agents and estimated workload. Track factual workload, estimate quality of interim results, deadlines, potential risks and possible deviations from the plan. Analyze average workload per change, efficiency of change implementation and identified deviations.

Release management

Store a complete information about planned and implemented releases in the system. Keep track of workloads, teams and deadlines associated with a release. Specify the list of changes that should be included into a particular release and ensure their successful implementation. Gather data on all changes and problems identified in the course of implementation, as well as track the history of completed activities. Setup analytics and get stats on successful and unsuccessful releases and problems eliminated in the course of release implementation.

Case management

Accumulate all cases from your customers and partners in one section. Classify the cases into different categories: incidents, service requests, advisory services and claims. Manage various types of cases with the help of out-of-the-box best practice processes. Guide agents through the most effective actions required to successfully resolve cases. Trigger notifications and alerts to control over case resolution deadlines. Manage the complete case history, track case resolution activities, emails, calls, and knowledge base articles used for resolution.

Knowledge management

Accumulate the knowledge of your company in a unified knowledge base insuring cases resolution in a more timely manner. When working on case resolution use advanced search capabilities of the knowledge base. Define article categories, keywords and tags, service types, most popular solutions and instructions. Enable your agents to rate articles, post comments and regularly update articles. Track all changes and updates, as well as the frequency of knowledge base usage.

Service catalogue

Regardless of the complexity of your IT infrastructure and the size of your Service Desk, store all services in a single unified environment. Regulate service processes and offer your customers subscriptions to different services with the help of up to date service catalogue. Manage the technical characteristics and timeframes, appoint Service Desk engineers by their skills to handle appropriate cases, link configuration items and service agreements. Ensure quick launch of new service operations by simply adding them to the service packages of relevant service levels. Easily track cases, problems and known errors, service availability history and feedback from customers.

Synchronization and integration

Employ a built-in utility for data migration to and from Excel to quickly import or export your accounts and contacts data. Enjoy seamless integration with Microsoft Exchange to simplify the procedure of synchronizing email, contacts, and tasks. Make and receive calls directly from the system with the help of virtual or standard IP PBX systems integration, support of SIP-numbers from any provider, and the possibility to connect an unlimited number of integration external lines. Create, manage and link leads, contacts, accounts, opportunities or any other type of record directly from your email box or Outlook calendar without logging into the system. Take advantage of a two-way integration with your Google account and synchronize emails, calendar and contacts.

System designer