What is CRM process?

Explore the benefits of CRM and leverage the best automation tools for business processes

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How can CRM system improve your business processes?


Nowadays, every company strives to keep abreast with modern business tendencies, which is impossible without an appropriate software. As almost all business strategies are aimed at customer experience improvement, streamlined CRM processes is in high necessity. CRM systems are not an innovation anymore, as majority of businesses are not only familiar with them, but already use a particular CRM software (read about What is CRM here) or, at least, consider its implementation.

Its overwhelming popularity is backed by the benefits it offers to companies of any scale and tools it provides for the process of customer relationship management optimization as each CRM process is meant to enhance overall business efficiency. Advanced CRM software is capable of enhancing key business processes and improving the productivity of your marketing, sales and customer support teams.

Moreover, if you choose the right vendor, the processes of CRM implementation and customization will run smoothly not making you waste too much time and effort. Take advantage of industry best practices, as a CRM system with its business processes automation capabilities will help you meet and beat sales quotas while increasing customer loyalty and simplifying administrative routines.

Key benefits of Creatio process-driven CRM


Implement intelligent technologies that help users automate routine operations


Exploit preconfigured solutions for marketing, sales and service to achieve desired business results faster


Effortlessly build custom apps with Creatio platform’s low-code/no-code development capabilities

Boost your marketing, sales and service performance with Creatio!

CRM processes in sales, marketing and service

Creatio is a powerful automation solution meant to align all the processes related to marketing, sales and customer service on a single platform.

CRM processes in marketing

Manage omnichannel communications and get a better understanding of your customers by employing out-of-the-box best practice processes for efficient marketing automation – from demand generation to lead nurturing and successful hand-off to sales. CRM tools improve the productivity of marketing department with the following features:

  • Marketing campaign automation
  • Lead generation and distribution
  • Email marketing tools
  • Event management
  • Collaboration tools
  • Knowledge management
  • Integration capabilities

With this intelligent CRM software, your marketers will be able to easily communicate with the leads directly from the system via email, phone or collaborate with the team with the help of Enterprise Social Network using the communication panel. The system also gives users the ability to segment audience, run email split testing and schedule bulk emails with a few clicks of a mouse with minimal efforts. Creatio allows to run sophisticated marketing campaigns using visual campaign designer: users may set up conditions for transferring between the stages and criteria for campaign completion. The system also provides strong tools to identify the most effective lead generation channels. With Creatio, you can manage events and projects of various complexity as it allows to follow up the deadlines, assign tasks to particular agents or teams, control budget and analyze event-related activities.

CRM processes in sales

Make the most of your sales pipeline and minimize errors while continuously boosting results by implementing automated business processes that guide you through the most effective actions to close more deals faster. According to statistics, sales representatives spend only 30% of their valuable time actively selling. The rest of their schedule is devoted to time-consuming administrative tasks, so-called routine activities, and this volume can be easily reduced by an advanced CRM. Business process automation exempts your sales professionals from these responsibilities and gives them the opportunity to do something that actually requires the direct involvement of sales manager – communicate with customers and close deals. The best CRM systems are equipped with the following features:

  • Customer database management
  • Social media integration
  • Lead management
  • Sales forecasting tools
  • Opportunity management
  • Field force automation
  • Document management
  • Mobile sales capabilities
  • Complex data analytics

Creatio provides the exceptional tools for enhancing sales processes and optimize the workflow. Strong tools for the lead management help not to miss any lead automatically creating a contact, verifying the data and guiding users through the most effective actions. The software enables to efficiently manage opportunities allowing to define tactics for each opportunity, identify key decision makers and track competitors. With Creatio, all the information on your leads, opportunities and customers is available from a single interface. Creatio has mobile CRM app that is another significant benefit, which can improve the productivity of your sales team enabling them to have access to critical information regardless of their location. Off-the-shelf CRM mobile application allows logging in from any device whether it is smartphone or tablet, thus giving sales reps an opportunity to work with their accounts without having to be glued to the office.

CRM processes in service

Flawless customer service is the basis of a winning customer experience. Employ business processes that are designed in compliance with ITIL best practices and recommendations. Follow built-in business processes in CRM to manage customer requests, service catalogues and SLAs. If you want to deliver superior customer experience, your CRM system should provide:

  • 360°view of customer database
  • Omnichannel communication tools
  • Business process management
  • Contact center automation
  • Case and incident management
  • Service catalog management
  • Service level management
  • Knowledge management

Since customer satisfaction has become one of the most important metrics that define your business’ success, the need to deliver excellent customer support at every stage of the customer journey has never been more transparent. Your customer support agents will appreciate Creatio’s contact management tools that will give them a complete view of all their customers, and processes automation will help your customer support representatives better organize case resolution processes. You will be able to increase customer satisfaction level, as your agents will have the opportunity to deliver excellent customer service in a timely manner regardless of the communication channels your customers choose. Streamlined processes directed on customer retention is a key to success for every organization as reduction of client loss by 5-10% may bring up to 75% profit, and this is much easier to achieve with Creatio CRM. Processes automation enables business to deliver the best experience to their customers and remain focused and concentrated.

We are inspired to create best-of-breed technologies for process-driven solutions

Creatio provides unique synergy of BPM technologies and CRM for sales, marketing, service to empower organizations to accelerate time-to-strategy execution. The beauty and the core value of Creatio products is the agility to change processes faster than ever and align marketing, sales and service on a single platform. Users love Creatio's engaging interface with a social look and feel, free from redundant information to keep them focused on what's relevant. Today, the company serves thousands of customers worldwide.

Creatio has been widely recognized by key industry analysts, including Gartner, Forrester, Nucleus Research, Ovum, ISM and received multiple prestigious awards.

  • Сreatio named a Leader in the Gartner Magic Quadrant for Sales Force Automation (2021).

  • Creatio named a Leader in the Gartner Magic Quadrant for B2B Marketing Automation Platforms (2021)

  • Creatio has been included in the Gartner Magic Quadrant for the CRM Customer Engagement Center (2020)

  • Creatio has been included in the Gartner Magic Quadrant for Enterprise Low-Code Application Platforms (2021)

  • Creatio has been included in the Gartner Magic Quadrant for Intelligent Business Process Management Suites (2019)

  • Creatio named a Strong Performer in The Forrester Wave™: Digital Process Automation for Wide Deployments, Q1 (2019)

  • Creatio named a Strong Performer in The Forrester Wave™: Customer Service Solutions, Q2 (2019)

  • Creatio named a Strong Performer in The Forrester Wave™: CRM Suites, Q4 (2018)

  • Creatio named a Strong Performer in
    The Forrester Wave™: B2B Marketing Automation Platforms, Q4 (2018)

  • Creatio named a Strong Performer in The Forrester Wave™: Cloud-Based Dynamic Case Management, Q1 (2018)

  • Creatio named a Strong Performer in The Forrester Wave™: Sales Force Automation Solutions, Q2 (2017)

  • Creatio has been recognized in the LCAP Technology Value Matrix 2020 by Nucleus Research.

  • Creatio has been recognized as a Leader in the CRM Technology Value Matrix 2020 by Nucleus Research.

  • Creatio named a Leader in the Grid® Reports for Business Process Management and CRM | Winter 2021 by G2.

  • Creatio named a winner of the CRM Watchlist 2020 award led by Paul Greenberg, one of the most influential thought leaders in the CRM industry.

  • Creatio named a 5-Star Partner Program Award Winner among Cloud Vendors by CRN Magazine for the third consecutive year (2020).

  • Creatio named a winner of a People’s Choice Stevie® Award for Favorite New Products in The 18th Annual American Business Awards® (2020).

  • Creatio named a Leader in three categories of the 2019 CRM Market Leader Awards - Enterprise CRM, CRM for Midsize Companies and SFA.

  • Creatio named a winner of a Gold Stevie Award in the Digital Process Automation Solution category in The 17th Annual American Business Awards. (2019).

  • Creatio named Market Leader in the Summer 2020 Low-Code Development Platforms Customer Success Report.

  • Creatio named a Top 1 business process management solution by FinancesOnline for the second year in a row (2019).

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Thousands of customers worldwide use Creatio
to automate their business processes.

Read our CRM Buyer’s Guide and choose the best software!