Bpm'online CRM (now Creatio) - Detailed Review
Sales Tools
Bpm'online CRM (now Creatio) - Product Overview
Introduction to Creatio CRM (formerly Bpm’online)
Creatio CRM is a comprehensive customer relationship management (CRM) platform that combines CRM with business process management (BPM) to enhance customer experiences and optimize internal business processes.Primary Function
The primary function of Creatio CRM is to manage the complete customer journey, from lead generation to customer retention, and to automate sales, marketing, and service processes. This platform helps businesses accelerate their processes, improve decision-making, and drive revenue growth by providing a 360° view of customer interactions.Target Audience
Creatio CRM is designed for businesses of all sizes and industries that need to manage customer relationships effectively. It is particularly beneficial for organizations looking to streamline their sales, marketing, and customer service operations.Key Features
Low-Code Platform
Creatio CRM offers a low-code, no-code development environment that allows users to create applications, workflows, and automations without needing extensive programming knowledge. This makes it accessible to a wide range of users, enabling them to build and customize their processes efficiently.360° Customer Profile
The platform provides a complete view of each customer’s profile, including important data, objectives, commitment status, activities, and connections with company accounts. This comprehensive profile helps in determining the ideal strategy for each customer.Management of Potential Customers and Opportunities
Creatio CRM includes tools to automate and streamline workflows for converting prospects into repeat customers. It allows for managing data, generating demand, and executing marketing actions until conversion is achieved.Internal Business Collaboration
The platform features tools for customer communication and collaboration among employees. It includes a collaborative calendar, email and call inboxes, and automatic updates of customer information after interactions.Campaign Management
Creatio CRM enables the execution, creation, analysis, and optimization of multichannel marketing campaigns. Users can segment audiences, design automated campaigns, and contact potential or existing customers effectively.Analytics
The platform provides daily and constant recording of all operations and overall performance metrics. Visualization panels can be adapted and filtered to display relevant metrics for specific customers or business areas.Action-Driven Interface
Creatio CRM features an action-driven interface that helps users stay focused on critical information and next steps. This includes an enhanced business process designer with simplified process design tools and step-by-step hints, making business process modeling quicker and easier. By integrating these features, Creatio CRM helps businesses improve customer experiences, foster collaboration, and make informed decisions to drive business growth. Bpm'online CRM (now Creatio) - User Interface and Experience
Engaging Interface
Creatio features an engaging interface with a social look and feel, which makes the application easy to use and adopt. The interface is free from redundant information, keeping users focused on what is relevant.
Action-Driven Interface
The latest versions of Creatio include an action-driven interface that helps users stay focused on critical information and the next steps needed to achieve the best results. This interface is enhanced with step-by-step hints and simplified process design tools, making business process modeling quicker and easier even for users without a technical background.
Unified UI/UX
Creatio offers a unified UI/UX across all its modules, which boosts productivity and collaboration. The shared database and multi-team, multi-workspace data processing workflows ensure seamless integration across different business functions.
Ease of Use
The system is known for its ease of use, with an interface that is intuitive and easy to navigate. The absence of redundant information and the clear presentation of critical data make it user-friendly, even for those who are not technically inclined.
Customization
Creatio allows for unlimited no-code customization, enabling users to create unique business applications and customize the core modules without needing extensive technical knowledge. This flexibility makes the system highly adaptable to various business needs.
Real-Time Analytics
The platform includes extensive built-in analytics, reporting, and KPI monitoring tools. Users can easily design custom dashboards and vertical-specific BI applications, providing real-time insights that enhance decision-making.
Overall, the user interface of Creatio is designed to be engaging, easy to use, and highly customizable, making it an appealing choice for businesses looking to streamline their CRM, marketing, sales, and service processes.
Bpm'online CRM (now Creatio) - Key Features and Functionality
The Sales Tools AI-driven Product Category in Creatio
The Sales Tools AI-driven product category in Creatio (formerly Bpm’online CRM) is packed with features that leverage AI to enhance sales effectiveness and productivity. Here are the main features and how they work:
Customer 360 View
This feature provides a comprehensive view of each customer, including contact information, summaries of past interactions, sales histories, notes, and more. AI/ML-generated insights are integrated to offer deeper customer-specific internal and external data analysis. This allows sales teams to deliver personalized customer experiences and anticipate customer needs more accurately.
Lead and Opportunity Management
Creatio.ai drives end-to-end lead automation and sales pipeline management. AI-powered lead scoring and prioritization help focus attention on high-potential opportunities. The system automates lead distribution and follow-ups based on AI recommendations, optimizing activity around the sales pipeline. This ensures that sales teams are always working on the most promising leads.
Sales Productivity
AI skills in Creatio enhance sales task management, communications, and team collaboration. The system prioritizes tasks and sends intelligent alerts for critical actions. It also assists with communication tasks such as automated email drafting and meeting preparation or follow-ups. This automation allows sales teams to spend more time on value-added activities.
Sales Forecasting
Creatio.ai uses predictive AI for accurate sales forecasting and performance planning. The system includes scenario modeling and revenue prediction, all powered by AI insights. This feature helps businesses create collaborative and flexible forecasts, aiding in performance planning, predictions, and inspections.
Order and Contract Management
AI assists in contract creation and review for faster approvals and reduced errors. It also optimizes order processing and identifies potential bottlenecks. Omnichannel order tracking allows administrators to visualize all order-related activities on a single dashboard, including detailed product catalogs, quote generation, and document collaboration.
AI Skills for Sales
Creatio.ai automates routine tasks and provides deeper insights to help sales teams work more efficiently. AI-driven analytics and reporting tools track sales KPIs in real-time and run historic analyses. This integration of AI enables sales teams to make data-driven decisions and focus on strategic activities rather than mundane tasks.
Guided Selling and Sales Workflow Management
Guided selling features use AI to recommend the next best actions for sales teams. Sales workflow management is also automated, ensuring that all stages of the sales process are efficiently managed. This includes tools for deeply configuring the rules and conditions of transition between all stages, making the sales process more streamlined and effective.
Sales Intelligence via AI/ML
Creatio integrates machine learning and AI capabilities to automate not just recommendations but entire processes for customers. This includes predicting the best agent to resolve an open case, identifying customer needs, and specifying opportunity categories. These AI-driven insights help in making informed decisions and improving overall sales performance.
These features collectively enhance sales effectiveness, productivity, and decision-making by leveraging AI and machine learning to automate routine tasks, provide deep insights, and streamline the sales process.
Bpm'online CRM (now Creatio) - Performance and Accuracy
Performance
- Creatio CRM is praised for its intuitive interface and ease of use, which allows users to quickly learn and begin using the application, saving a significant amount of time.
- The platform integrates marketing, sales, and service functions into a single platform, enhancing productivity and reducing the likelihood of data silos. This integration helps in streamlining processes and improving interactions with clients, leading to increased revenue and customer loyalty.
- The CRM’s business process management engine is highly flexible, allowing businesses to modify processes quickly and easily. This flexibility has been crucial for companies that need to adjust their sales processes frequently to optimize conversion rates.
- However, there are some performance issues to note. Heavy usage can sometimes result in performance problems, and users have reported that the system can be slow at times.
Accuracy
- One of the standout features of Creatio CRM is its use of AI and machine learning to ensure data accuracy. AI-driven updates help in automatically gathering and analyzing data from various sources such as call notes, emails, and meeting transcripts, reducing the risk of human error and oversight.
- This AI-driven approach provides real-time insights, keeping the CRM fields updated with minimal effort. This ensures that sales forecasts and pipeline management are always based on current and accurate data, minimizing surprises and improving decision-making.
- The system also eliminates human bias from deal stages by using standardized methods to evaluate the stage of each opportunity, ensuring fairness and consistency in pipeline management.
Limitations and Areas for Improvement
- While the CRM is highly praised for its ease of use and integration capabilities, there are some areas where it falls short. For instance, the printables and reports can be difficult to work with and may not match the quality of other features within the software.
- Users have also noted that technical support is only available via email with the basic support plan, and phone support requires an extended support plan. This can be a limitation for users who prefer immediate phone support.
- Some users have reported that their solutions are not updated to the latest version, which means they are missing out on certain desired features. Ensuring all users have access to the latest updates could improve overall satisfaction.
Conclusion
In summary, Creatio CRM performs well in terms of its user-friendly interface, integration capabilities, and AI-driven data accuracy. However, it has some limitations, such as potential performance issues with heavy usage, difficulties with printables and reports, and the need for better technical support options. Addressing these areas could further enhance the user experience and overall performance of the CRM.
Bpm'online CRM (now Creatio) - Pricing and Plans
The Pricing Structure for Creatio
The pricing structure for Creatio (formerly bpm’online CRM) is structured to cater to various business needs, particularly in the sales, marketing, and customer service modules. Here’s a breakdown of the different tiers and their features:
Sales Module
Team Package
Price: $25 per user, per month (cloud). This plan is suitable for small to medium-sized teams and provides basic sales automation features.
Commerce Package
Price: $30 per user, per month (cloud). This package offers additional features such as advanced sales analytics and more comprehensive CRM tools.
Enterprise Package
Price: $50 per user, per month (cloud) or $850 per user (on-site). This tier is designed for large enterprises and includes full-scale automation, advanced reporting, and more extensive customization options.
Marketing Module
Active Contact Package
Price: The pricing for this package is not explicitly stated in the sources, but it generally includes tools for multichannel marketing, demand generation, and email marketing. The cost is calculated based on the number of marketing users, contacts in the database, and email traffic.
Other Marketing Packages
Price: While specific prices are not detailed, the marketing module can be integrated into a single CRM bundle, and you can get an estimate from the vendor.
Service Module
Customer Center Package
Price: Similar to the marketing module, specific pricing is not provided, but this package includes tools for customer service management and support.
Service Enterprise Package
Price: This package is part of the broader enterprise offerings and includes advanced service automation and customer support features.
General Pricing Tiers for Creatio
Growth
Price: Starting at $25 per user, per month. This tier provides automation for small to medium-sized businesses (SMBs) and includes basic CRM and BPM features.
Enterprise
Price: Starting at $55 per user, per month. This tier is for corporate and enterprise needs, offering full-scale automation and more advanced features.
Unlimited
Price: Starting at $85 per user, per month. This tier delivers limitless automation for advanced enterprise scenarios, including extensive customization and integration capabilities.
Free Options
Free Trial
Details: Creatio offers a 14-day free trial for all its features, allowing you to test the platform before committing to a purchase.
bpm’online Studio Free
Details: Although not directly part of the CRM pricing, bpm’online Studio Free is a tool for collaborative process design that is available at no cost. It helps in accelerating process design, standardizing process management, and simplifying process documentation.
These plans are designed to be flexible and scalable, allowing businesses to choose the package that best fits their specific needs and budget.
Bpm'online CRM (now Creatio) - Integration and Compatibility
Integration Capabilities
Creatio allows seamless integration with a variety of third-party services and applications. For instance, it can create deals, leads, contacts, organizations, and orders after a call, as well as generate tasks and call entities, all within the CRM system.
Telephony Integration
Creatio can integrate with smartphone systems, such as Ringostat, enabling features like smart redirection and call history tracking.
Web Forms
It supports integration with forms on your website, allowing automatic data capture and processing within the CRM.
Marketing and Sales Automation
The platform can automate marketing campaigns and sales processes, including lead management and sales pipeline tracking, without requiring any coding.
Compatibility Across Platforms
Creatio is built to be highly adaptable and compatible with various business systems and devices.
Multi-Channel Support
It provides an omni-channel platform that enhances customer engagement across different touchpoints, including social networks, messaging apps, and other communication channels.
No-Code Customization
The no-code capability of Creatio allows businesses to customize workflow automation, build apps, and scale quickly without the need for technical expertise. This flexibility ensures that the CRM can be integrated with a wide range of business applications.
Unified CRM Experience
Creatio offers a unified UI/UX and a shared database, which facilitates multi-team and multi-workspace data processing. This unified approach ensures smooth integration across different departments and workflows.
Device Compatibility
Creatio is designed to be accessible and functional across various devices.
Web Access
The platform can be accessed via web browsers, making it compatible with desktops, laptops, and other web-enabled devices.
Mobile Accessibility
While specific details on mobile apps are not provided, the web-based access ensures that users can manage their CRM activities from mobile devices as well.
In summary, Creatio’s integration and compatibility are key strengths, allowing businesses to centralize customer data, automate various processes, and engage with customers across multiple channels and devices. Its no-code customization and unified CRM experience further enhance its adaptability and usability.
Bpm'online CRM (now Creatio) - Customer Support and Resources
Customer Support Options
AI-Driven Assistance
Creatio’s AI capabilities provide real-time assistance to sales teams. For instance, the platform offers intelligent alerts for critical actions, automated email drafting, and meeting preparation or follow-ups, all of which are aimed at streamlining sales tasks and improving efficiency.
Case Routing and Resolution
While primarily discussed in the context of customer service, these features can also be beneficial for sales teams. Creatio’s AI can route cases or leads to the most suitable agents based on their workload and expected completion timelines, ensuring timely and effective handling.
Additional Resources
Comprehensive Dashboards and Reporting
Creatio provides AI-driven dashboards and sales reporting tools that allow you to track sales KPIs in real-time and perform historic analysis. This helps in making informed decisions and optimizing sales strategies.
Customer 360 View
The platform offers a complete view of contacts and accounts, utilizing AI to power analytics and gain deeper customer insights. This helps in anticipating customer needs and recommending the next best actions.
Lead and Opportunity Management
Creatio.ai drives end-to-end lead automation and sales pipeline management. It includes AI-powered lead scoring and prioritization, optimizing activity around the sales pipeline, and automating lead distribution and follow-ups.
Sales Forecasting
The platform uses Predictive AI for accurate sales forecasting and performance planning, including scenario modeling and revenue prediction. This is supported by AI-powered dashboards that provide valuable insights.
Order and Contract Management
Creatio.ai assists in contract creation and review for faster approvals and reduced errors. It also optimizes order processing and identifies potential bottlenecks.
Integration and Customization
Seamless Integration
Creatio integrates with over 700 third-party applications and native CRM solutions, allowing for a seamless and extensive ecosystem that supports various business needs.
No-Code Technology
The platform’s no-code technology and composable architecture enable organizations to easily build and optimize sales workflows using pre-built components and templates. This allows for customization without requiring extensive technical expertise.
Training and Support
While the provided sources do not detail specific training programs or support channels, it is common for platforms like Creatio to offer extensive documentation, customer support teams, and potentially training resources to help users get the most out of the platform. For precise information on these resources, it would be best to contact Creatio directly or check their official support pages.
In summary, Creatio’s Sales Tools are supported by a range of AI-driven features, comprehensive dashboards, and integration capabilities that aim to enhance sales effectiveness and productivity. The platform’s focus on automation, analytics, and customization ensures that sales teams have the resources they need to perform efficiently.
Bpm'online CRM (now Creatio) - Pros and Cons
Advantages
Comprehensive Integration
Creatio CRM offers a full integration of marketing, sales, and services, providing a unified customer journey management. This integration helps in aligning all three departments for a more efficient workflow.
Customization and Scalability
The platform is highly scalable and customizable, allowing users to create workflows that match unique business processes. It features a no-code composable architecture, enabling users to develop applications for diverse industry workflows without needing extensive technical skills.
AI Capabilities
Creatio incorporates AI across all its products, including predictive AI for data analysis and intelligent scoring, generative AI for content generation, and agentic AI for autonomous decision-making. This AI integration helps in automating workflows, lead scoring, sales forecasting, and providing real-time coaching tips.
Efficient Workflow Templates
The platform provides pre-configured workflow templates that enhance operational efficiency. It also offers customizable dashboards and sales forecast tools, making it user-friendly for administrators and technicians.
Streamlined Processes
Creatio simplifies and automates various business processes, including task management, document processing, and analytics. This helps in reducing data entry time and increasing productivity.
User-Friendly Interface
The system has an intuitive interface that allows for quick adaptation and minimal training time for agents. This makes the transition to the new system smooth and efficient.
Extensive Integrations
Creatio boasts over 700 integrations, including third-party applications and tools like ChatGPT, which enhances its functionality and versatility.
Disadvantages
Inconsistent Customer Service
Some users have reported inconsistencies in customer service, where promises made during sales pitches are not always followed through.
Compilation Requirement
Making changes in the system can be time-consuming due to the requirement for compilation, which may be disruptive if not done correctly.
Limited Third-Party Integration Challenges
While Creatio offers many integrations, some users have reported challenges when integrating with certain third-party tools, which may require additional development work.
Learning Curve for Non-Technical Users
Although the platform is user-friendly for those with technical knowledge, non-technical specialists may find it takes time to learn how to use it effectively.
Cost
Creatio CRM can be expensive, especially when accessing all three modules (Sales, Marketing, and Service). The pricing can be a significant factor for some businesses.
Limited Social Media Integration
The platform lacks extensive integration with social media platforms, which can be a drawback for businesses that rely heavily on social media for marketing and engagement.
Technical Support Limitations
Basic support plans may only offer email support, with phone support available only through extended support plans, which can be an inconvenience for some users.
By weighing these pros and cons, businesses can make an informed decision about whether Creatio CRM aligns with their needs and budget.
Bpm'online CRM (now Creatio) - Comparison with Competitors
When comparing Creatio (formerly bpm’online CRM) with other AI-driven sales tools in its category, several key features and differences stand out.
Unified CRM Experience and Business Process Management
Creatio distinguishes itself by integrating customer relationship management (CRM) with business process management (BPM) capabilities. This allows for a unified platform that manages the entire customer journey from lead to order and ongoing account maintenance. It offers a 360-degree customer view, end-to-end workflow automation, and real-time analytics, all of which can be customized using no-code tools.Customization and Integration
Creatio provides extensive customization options through its no-code development tools, allowing businesses to create unique applications and automate workflows without requiring technical expertise. This flexibility is a significant advantage, especially for businesses with specific process needs. Additionally, Creatio integrates with various third-party tools such as Zoom, Microsoft Teams, and social media platforms.AI and Analytics
While Creatio is strong in CRM and BPM, it may not be as heavily focused on AI as some of its competitors. For example, Salesforce Sales Cloud uses Einstein AI to provide AI-powered insights, generate personalized sales emails, and forecast conversion rates. Salesforce’s AI capabilities are more integrated into the sales process, offering features like conversation intelligence and lead prioritization.Marketing and Service Automation
Creatio offers modules for marketing and customer service automation, but some features like lead scoring and web-to-lead forms require additional purchases. In contrast, Zoho CRM includes these features in its standard packages and also offers native social media management and website live chat capabilities, which are not available in Creatio.Alternatives and Comparisons
Salesforce Sales Cloud
Salesforce is a strong competitor with its Einstein AI, which provides comprehensive AI-driven sales tools. It offers features like cold email generation, conversation intelligence, and predictive forecasting, making it ideal for B2B teams looking to heavily integrate AI into their sales workflows.HubSpot Sales Hub
HubSpot Sales Hub offers AI-powered sales engagement tools, including AI-powered follow-up messages, sales analytics, and deal management. It also integrates with over a thousand other platforms, providing a holistic view of buyers. HubSpot’s pricing is more transparent, with plans starting at $15 per user per month.Allego and Showpad
For content organization and buyer enablement, Allego and Showpad are notable alternatives. Allego uses generative AI for content creation and organization, while Showpad provides a collaborative environment for storing and accessing content. Both tools offer AI-driven analytics and coaching features to improve sales performance.Conclusion
Creatio stands out for its unified CRM and BPM capabilities, extensive customization options, and end-to-end workflow automation. However, if AI integration is a top priority, Salesforce Sales Cloud or other AI-focused tools like HubSpot Sales Hub, Allego, or Showpad might be more suitable. For businesses needing comprehensive marketing and service automation without additional costs, Zoho CRM could be a better fit. Each platform has its unique strengths, so the choice depends on the specific needs and priorities of the business. Bpm'online CRM (now Creatio) - Frequently Asked Questions
Frequently Asked Questions about Creatio’s Sales Tools
Q: What are the key features of Sales Creatio?
Sales Creatio includes a range of features to enhance and accelerate the sales process. These include a 360° customer view, lead and opportunity management, sales forecasts, order and contract management, document flow management, product management, activity management, and sales efficiency evaluation. It also incorporates AI tools and mobile sales capabilities.Q: How does Creatio use AI in its sales platform?
Creatio leverages AI-native capabilities to automate routine tasks, provide deeper insights, and personalize customer interactions. This includes AI-driven lead scoring and prioritization, predictive AI for sales forecasting, and generative AI to prepare for negotiations and draft emails and reports. The AI tools help in task prioritization, intelligent alerts, and personalized communication templates.Q: Can I customize the Sales Creatio platform without coding?
Yes, Sales Creatio offers unlimited no-code customization. Users can create unique business applications and customize the core modules using a rich set of no-code tools for UI/UX development, workflow automation, data modeling, and integrations.Q: How does Sales Creatio help in lead and opportunity management?
Sales Creatio provides end-to-end lead automation and sales pipeline management. It includes AI-driven lead scoring and prioritization, which helps focus attention on high-potential opportunities. The platform also automates lead distribution and follow-ups based on AI-powered recommendations.Q: What kind of sales forecasting capabilities does Sales Creatio offer?
Sales Creatio uses Predictive AI for accurate sales forecasting and performance planning. This includes scenario modeling, revenue prediction, and dashboards powered by AI insights. These tools help in making informed decisions and optimizing sales performance.Q: How does Sales Creatio enhance cross-sell and up-sell opportunities?
Sales Creatio provides personalized cross-sell and up-sell product recommendations using data from sales playbooks, historical interactions, successful opportunities, emails, and more. This helps in identifying the most relevant products and services to offer to customers, thereby boosting cross and up sales rates.Q: Can Sales Creatio integrate with other business functions?
Yes, Sales Creatio is part of a unified CRM platform that aligns sales, marketing, and service teams. It offers a seamless lead-to-repeat customer process based on unified workflows and a single-source database. This integration helps in maximizing cross-team collaboration and improving overall business efficiency.Q: What kind of analytics and reporting does Sales Creatio provide?
Sales Creatio offers extensive built-in analytics, reporting, and KPI monitoring tools. Users can design custom dashboards and vertical-specific BI applications using no-code tools. The platform provides real-time analytics and reporting, including sales dashboards that summarize key KPIs, progress, risks, and predictions.Q: How does Sales Creatio assist in communication with customers?
Sales Creatio generates personalized communication templates quickly, tailoring content based on customer data, previous interactions, and specific communication needs. It also assists with automated email drafting and meeting preparation or follow-ups, enhancing the overall communication process with customers.Q: Is Sales Creatio available for mobile use?
Yes, Sales Creatio includes mobile sales capabilities, allowing sales teams to manage their tasks and interactions on the go. This ensures that sales professionals can stay productive and connected regardless of their location. Bpm'online CRM (now Creatio) - Conclusion and Recommendation
Final Assessment of Creatio CRM in the Sales Tools AI-Driven Product Category
Creatio CRM, formerly known as Bpm’online, stands out as a comprehensive and highly customizable CRM solution that integrates advanced AI capabilities to enhance sales efficiency and customer engagement.Key Features and Benefits
- Automation of Routine Tasks: Creatio’s AI-driven automation simplifies routine tasks such as generating sales summaries, compiling leads, and evaluating sales chances. This allows sales teams to focus on high-value activities, boosting productivity and efficiency.
- Personalization and Product Recommendations: The platform uses AI to analyze customer data, providing personalized product recommendations and enhancing cross-selling and up-selling opportunities.
- AI-Driven Communication: Creatio AI generates tailored communication templates, ensuring quick and effective responses to customers while maintaining professionalism and consistency.
- Lead Scoring and Sales Forecasting: The platform offers tools for assessing potential customers and predicting sales outcomes, helping sales teams prioritize leads and manage resources more effectively.
- Customer 360 View: Creatio provides a complete view of each customer, including contact information, interaction history, and sales data, all pulled from omnichannel sources.
- Customization and No-Code Tools: The no-code platform allows users to design and customize workflows and business applications without extensive technical knowledge, making it highly adaptable to various business needs.
Who Would Benefit Most
Creatio CRM is ideal for businesses of all sizes, from startups to large enterprises, that need a flexible and scalable CRM solution. Here are some key beneficiaries:- Sales Teams: By automating routine tasks and providing AI-driven insights, Creatio helps sales teams focus on core activities, increase productivity, and achieve higher conversion rates.
- Marketing Departments: The platform’s marketing automation features, including email marketing and customer engagement management, help in nurturing leads and transforming them into opportunities.
- Customer Service Teams: Creatio’s integrated suite of Sales, Marketing, and Service products ensures seamless customer journey management, enhancing overall customer satisfaction.
- Businesses Needing Customization: Companies with unique business processes and requirements will benefit from Creatio’s highly customizable workflows and no-code tools.