Guided Care, a business unit of Focal Point Care, replaced its aging legacy systems with Creatio’s
See how Guided Care accelerated transformation with Creatio
Business Outcomes
Record Speed of Delivery & Expansion
Went live in just 4.5 months, replacing legacy systems and delivering 300+ additional features and enhancements within the implementation window.
Full 360° Customer View
Created a single, connected view of every customer touchpoint across sales, service, and delivery to improve engagement and outcomes.
AI-Powered, Future-Ready Platform
Leveraged Creatio’s agentic AI and deep integrations to turn data into action, streamline workflows, and rapidly deploy new capabilities at scale.
Security, Scalability,
and Speed in One Platform
When Guided Care set out to modernize its technology stack, the team brought decades of experience with large, complex legacy systems — and the caution that comes with it. At first, the idea of deploying an off-the-shelf, no-code platform seemed far-fetched. They had seen firsthand what happens when software built for a single department is stretched across the enterprise: fragile architectures, security gaps, compliance headaches, and stalled scalability.
I’ll admit, the idea that we were going to buy a no-code platform was pretty entertaining for me. But Creatio did a good job demonstrating our use case and what we really needed the software to do, and they did it quickly. That gave me a lot of confidence that the tool could be shaped in a way that was meaningful for our company.
That confidence grew when Creatio demonstrated the platform’s ability to handle Guided Care’s exact use cases during the evaluation process — not in theory, but in working prototypes. The team saw built-in guardrails for HIPAA compliance, enterprise-grade security, and governance already in place, along with an architecture designed to scale across business units without losing performance or control. It wasn’t just the flexibility of no-code; it was the assurance that speed could be matched with rigor.
4.5 Months to a Smarter,
More Agile CRM Platform
Guided Care’s new platform went live in just four and a half months — an extraordinary pace for an enterprise-grade implementation. Achieving delivery speed at this scale required the right combination of technology, methodology, and expertise.
To make it happen, Guided Care partnered with Omnico (now part of Bits in Glass), part of Creatio’s global community of trusted implementation experts. This network is known for accelerating value through proven delivery frameworks, deep product knowledge, and industry-specific best practices. Working together, the teams adopted a rapid-prototyping approach, putting early versions of the system in front of users so they could test, provide feedback, and shape the platform in real time.
added in the go live time-frame
That confidence grew when Creatio demonstrated the platform’s ability to handle Guided Care’s exact use cases during the evaluation process — not in theory, but in working prototypes. The team saw built-in guardrails for HIPAA compliance, enterprise-grade security, and governance already in place, along with an architecture designed to scale across business units without losing performance or control. It wasn’t just the flexibility of no-code; it was the assurance that speed could be matched with rigor.
360° Customer Visibility
and Seamless Self-Service
With the new platform in place, Guided Care now has a true 360-degree view of its customers — bringing together sales data, service delivery records, and ongoing engagement history into one unified interface. This consolidated perspective will allow teams to sit down with clients fully informed, anticipate needs, and proactively identify opportunities to improve service.
The platform also powers a B2C portal, giving customers direct access to key services. The self-service capability reduces administrative overhead, speeds up response times, and provides customers with greater transparency into their interactions with Guided Care.
With Creatio, Guided Care has eliminated the silos that once slowed operations and limited visibility. The result is a stronger customer experience and a more agile organization ready to adapt to changing demands.
We’re really excited about what the CRM means in terms of getting more of a customer 360 viewpoint — not only on the deal side, but also on how we deliver services to our customer base. The tools will help us sit down with customers, understand where they need to go, and determine how we as a business can better serve them.
Turning Unstructured Data
into Actionable Insights with AI
For Guided Care, the next phase of transformation is being powered by AI — with Creatio’s AI-native, no-code platform at the center. The team sees AI as a catalyst for reimagining solutions that were once too costly, time-consuming, or complex to pursue.
One of the first high-impact applications is AI-powered optical character recognition (OCR) for unstructured fax documents. In the past, extracting and processing this data required significant manual effort with only moderate accuracy. Now, AI can interpret, classify, and route the information automatically — dramatically reducing turnaround times and improving precision.
Six months ago, this would have been a high-cost, high-effort project with only moderate success. Now, with AI, we can handle completely unstructured documents, extract the data we need, and automate processes that simply weren’t possible before.
What makes this journey even more powerful is the flexibility to connect Creatio with external AI tools whenever needed. Here, Creatio’s no-code capabilities again come into play. With its intuitive integration framework, Guided Care can quickly implement enhancements via external connections, ensuring innovation never slows. Whether leveraging Creatio’s native AI features or integrating specialized models, the platform keeps pace with evolving business needs without disrupting existing workflows.
