Creatio Review

flag Accelerates sales, marketing, & operations
  • Intuitive analytics give insights to increase sales
  • Built-in collaboration tools improve productivity
  • Access from anywhere with the mobile app
  • Excellent AI with leading UX to accelerate user adoption
8 /10
Good For
Drive Sales Growth
14-day free trial
  • author: Gabriel Nwatarali
  • 25.09.19
  • Comments


  • "Price"
    9 /10
  • "Features"
    10 /10
  • "Ease of USe"
    9 /10
  • "Help and Support"
    8 /10


CRM Creatio is a system that combines sales, marketing, and customer service tools.  This CRM bridges the typical gap between sales, marketing, and service to align the entire organization with objectives. Making it a superb option for small, medium-sized, and large enterprises alike.

Plans & Pricing

The investment will depend on your business needs but there are three main products offered. These are Creatio Marketing, Sales, and Service. Sales and Service have multiple options. Pricing is calculated annually based on the number of users, active contacts, emails per month, and the chosen service option. Overall, Creatio pricing is competitive considering the number of advanced tools included. The company also offers a 14-day free trial.


Their marketing CRM starts at $875 per year for 1000 active contacts with 25 maximum emails per contact each month. Creatio lets you adjust the number of active contacts and registered company users as you like (e.g. 10, 100, 500, etc.)


There are three monthly plans under their sales CRM. These are Team, Commerce, and Enterprise. The number of registered users you need will determine your total investment. The team package starts at $300 per year for one registered user. Commerce begins at $360 and Enterprise starts at $600 for one user.


Like Sales, Service has two different yearly plans. These are Customer center, which begins at $420 and Service enterprise, which starts at $600.

Starting at $360
Starting at $420

Features and Functionality

CRM Creatio is cloud-based software that can be accessed from anywhere using an Internet-enabled device. The CRM system comes packed with lots of features and functions.

Advanced Sales Tools

The sales section in CRM Creatio lets you track and manage opportunities via a sales pipeline. You can customize the sales pipeline to fit your company’s sales process but there’s also a default setup available. You can also track orders, create billable contracts, store documents, build invoices, and forecasts sales outcomes among others.

Invoices, contracts, and other documents can be sent electronically to customers. Making it easier to close deals, especially when you often need people to sign documents. Overall, the need for paperwork is minimized and collaboration between teams is easier.


Automation is a requirement in today’s business landscape and something Creatio does well. The software has a great automation process creation tool. So you can automate repetitive tasks such as data entry and sending emails after specific rules are met.

Creatio is super-flexible. You can create custom processes and customize goals or actions according to business needs. Including specifying an intended audience for each automation workflow.

Studio Creatio

Studio Creatio is where you’ll find a variety of CRM customization options. These are as follows.

  • Process Libraries – Automated processes that can be applied to different campaigns or workflows. Plus you can create new ones.
  • Web Services – A place for additional software via REST (Representational Web Transfer) API (Application Programming Interface). Essentially, use this feature to allow other web services to interact with CRM Creatio.
  • Lookups – This is a general section for customizing several data types such as opportunity stages, address types, contact roles, etc.
  • Machine Learning (ML) Modules – ML is a form of Artificial Intelligence (AI). You can create models for it here, using lookup prediction, predictive scoring, or numeric prediction types.
  • System Settings – Here, you can customize almost any field in CRM Creatio.
  • System Users – Customize roles, add or remove CRM Creatio authorized users as needed.
  • Email templates – You can create or customize existing email templates for your sales or marketing process.

There are plenty of customization features in CRM Creatio.

Mobile Application

Handling the day-to-day demands of sales, marketing, and service is busy work so being able to accomplish things on the go is beneficial. Creatio’s mobile application lets you access necessary features and information from your Android, iOS, or Windows Phone.

You can use it as a remote workplace since contacts, dashboards, and analytics among others are accessible. Plus everything you do while mobile is synced with the software, keeping everyone in your organization up to date. The mobile app can be used online or offline. Data is transmitted to the cloud once you become connected to the Internet when working offline.

Ease of Use

Creatio (formerly bpm’online) is quite easy to use considering the massive number of functions available. This is mainly because of their brilliant use of sectioning. Everything is divided into sections, making the CRM easy to navigate and understand.

Yet it’ll still take time to learn about all the available functions and features. Hence, Creatio isn’t recommended for first-time CRM users unless you’re willing to spend the time necessary to familiarize yourself with every aspect. Nonetheless, the user interface is clean and intuitive plus there’s a knowledge base called Creatio Academy that’s very reliable. The company also has plenty of video tutorials on YouTube.

Contacts & Users

Contact management is an important aspect of sales, marketing, and customer service. CRM Creatio features a simplified contact management system, divided into three sections for storing records. These are Leads, Accounts, and Contacts.

The Account and Contacts sections are where prospect and/or customer data is stored. The difference between the two is that Accounts are used to store company information such as name, the primary contact person, and their phone number. Contacts stores individual details like name, job title, email, phone, and the Account (e.g. XYZ Company) they represent.

The Leads section is for storing prospect data. This includes the need of your prospects, contact info, the current stage in the conversion process, and more. Clicking on a lead will give you access to even more information about them. Plus hovering on a lead’s name will bring up their contact details.

You can filter and customize the list view to suit preference. This includes being able to add fields that you would like to have displayed. Creatio simplifies the process of managing contacts, allowing you to easily connect with anyone from their profile or the list view of prospects.

Reporting & Integrations

There are a lot of analytics tools sectioned into dashboards in CRM Creatio. However, you can customize or create dashboards to match your reporting needs.

Things like campaign participants, conversion rate, audience data, and more are reported. Also, Creatio has a report designer that can be installed on a desktop PC for creating and editing printable reports.

Regarding integrations, there’s a good number of third party applications that can be integrated with Creatio. You can choose from 197+ applications such as Salesforce, Trello, Microsoft Dynamics, MailChimp, WordPress, etc. Types of app integrations supported include the following.

  • Document Management
  • Analytics
  • HR management
  • Industry-specific solutions
  • Development and configuration
  • Service
  • Productivity
  • Collaboration
  • Data Migration
  • Marketing
  • Finance and Accounting
  • Sales

Pros & Cons

  • Easily manage and track all communications
  • Automate activities with workflow
  • Use internal notifications to stay on track
  • Effective market segmentation capabilities
  • Historical data makes it easy to understand contacts and/or accounts
  • Takes time to learn how to use every function
  • The development UI (user interface) is a bit complex
  • Wide range of features/functions can overwhelm some users

Customer support

There are three support plans available. These are Basic, Business, and Premium. Creatio offers Basic customer support for free with a four to eight hours response time. However, you can pay additional fees to increase response time and support availability.

  • 24/7 Help & Support
    24/7 help and support is available for the Premium support plan.
  • Phone Support
    Phone support is available for Business and Premium support plans, offered from 8 am to 6 pm (Monday to Friday). Premium support is 24x7.
  • Email
    Email support is included with every support plan.
  • Video Tutorials
    The company has various video tutorials on their YouTube channel.
  • FAQ
    FAQ documentation can be found in the company’s knowledge base.
  • Community Forum
    The company has a community forum that’s very active.
  • Blog
    The organization maintains a blog

Final Word

Creatio is a flexible option that’s ideal for small, medium, and large enterprises. You have the option of purchasing the CRM software bundled with Service, Sales, and Marketing or acquiring what you need as a standalone.

The CRM software has an intuitive interface that makes it easy to use. You can manage your entire sales and marketing processes, including delight consumers with excellent customer service all using one platform.

Overall, the value for the price is great because there’s plenty of features and capabilities available with CRM Creatio. Correctly used, any business can improve company-wide synergy, increase lead generation, and sales.

Gabriel Nwatarali

Gabriel Nwatarali is an experienced online marketing expert and founder of Tech Help Canada, a design and marketing agency. He enjoys contributing insights on marketing (e.g. SEO, CRO, email marketing, etc.) and design (creatives, websites, programming, etc.), including the technologies behind them.

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