The city replaces legacy infrastructure to deliver faster, smarter services for 675,000+ residents
Creatio, a global vendor of an agentic CRM & workflow platform with no-code and AI at its core, today announced that the City of Boston has implemented its platform to modernize the city’s non-emergency service operations. The transformation replaces legacy infrastructure with a cloud-based, AI-powered solution that streamlines service delivery, enables rapid iteration, and supports 24/7 access to essential services for more than 675,000 residents.
By selecting Creatio, Boston is ushering in a new era of digital governance, moving beyond rigid legacy systems toward an AI-powered, no-code model built for speed, flexibility, and long-term resilience. With Creatio, the city has laid the foundation for more adaptive, unified public service delivery that evolves with community needs.
At the core of this transformation is intelligent case management, streamlining how requests are categorized, assigned, and resolved. Empowered with no-code tools, city teams can now launch improvements in days, rapidly iterate on services, and respond with greater speed and precision.
“For me, the biggest advantage of Creatio is speed—the speed to develop, release, iterate, and prototype. We can have an idea, build it, and get feedback quickly. And it doesn’t require someone deeply experienced on the platform to do it,” said Jay Greenspan, Senior Director, 311 & Basic City Services Technology at City of Boston.
The Creatio platform also provides Boston with centralized governance, secure cloud infrastructure, and built-in compliance features—crucial requirements in a highly regulated public-sector environment. The project implementation is supported by Creatio’s partner, Keen360.
The City of Boston will continue expanding its use of Creatio to additional departments and service categories, while exploring agentic automation and new AI use cases to deliver even more responsive, citizen-centered services in the future.
To find out more about the success of this initiative, read more here.
About the City of Boston
The City of Boston serves more than 675,000 residents across a wide range of essential public services. A leader in public innovation, Boston is focused on building transparent, inclusive, and modern operations to improve city life and foster community wellbeing.
About Keen360
Keen360 specializes in transforming customer-facing and citizen-facing operations for its clients with Creatio’s no-code, AI-native platform. The firm offers pre-configured, industry-specific Creatio applications for public sector, life sciences and solution selling (i.e., B2B / B2G selling). Keen360 is based in the U.S. with an office in Guyana.
About Creatio
Creatio is a global vendor of an agentic CRM & workflow platform with no-code and AI at its core. We help organizations automate customer and operational workflows achieving the fastest time-to-value and the highest ROI on the market. Millions of workflows run on Creatio daily, supporting thousands of clients in over 100 countries. Genuine care for our clients and partners is at the heart of our DNA.
