Creatio Powers Romania's First Cloud CRM Deployment in Banking, Unifying 4,000+ Users at CEC Bank Across 1,000 Branches

Creatio, a global vendor of an agentic CRM and workflow platform with no-code and AI at its core, today announced that CEC Bank, Romania's oldest bank and the country's largest branch-network institution, has successfully deployed Creatio as the unified platform for all customer-facing operations across its enterprise — marking the first cloud CRM go-live in Romanian banking history.

Founded in 1864, CEC Bank serves more than 2 million clients through a network of over 1,000 branches — the widest branch footprint of any bank in Romania. With nearly 4,000 client-facing employees, the bank is one of the country's most significant financial institutions and a cornerstone of national economic life, with a particular focus on financing agriculture, SMEs, and public administration.

The deployment, part of an internal initiative called 'Smart Revolution,' is the culmination of a multi-year transformation program launched in 2020. Its core objective: to move the bank from a product-centric operating model to one where the customer is genuinely at the center of every decision, interaction, and process.

CEC Bank evaluated CRM platforms listed in Gartner and Forrester research before selecting Creatio, prioritizing not just functionality, but the capacity to serve as a true long-term strategic partner. The bank's selection criteria emphasized platform flexibility, AI-native architecture, and demonstrated understanding of the Romanian banking market.

The implementation was designed to run in parallel with a full core banking system modernization — with Creatio serving as the master data layer for customer information, feeding data in real time to the new core system via modern event-streaming technology. This integrated architecture creates the data foundation the bank needs for the AI-powered capabilities it plans to deploy in subsequent phases.

These improvements are the foundation for what the bank describes as a genuinely collaborative operating model — one in which every employee, from branch teller to headquarters analyst, operates within a shared view of the customer and a shared framework for serving them.

With the operational agentic CRM now live, CEC Bank is turning its attention to the analytical and AI-powered capabilities planned for subsequent releases. The bank's AI strategy is focused on two areas: automating repetitive processes to improve operational efficiency, and deploying AI-assisted tools that enable relationship managers to make personalized, data-driven decisions at scale.

"The operational efficiency impact of AI is clear. But the real prize is what comes next — using AI in the client management environment to truly personalize the customer relationship, to push the right insights to the right relationship manager at the right moment. That is where AI becomes a tool for real business growth." said Gabriel Pralea, Sales and Distribution Director & Transformation Program Business Director, CEC Bank

Beyond its significance to CEC Bank, this go-live establishes a precedent for the entire Romanian banking sector. It is the first cloud CRM implementation to go live in Romania's financial services industry, demonstrating that modern, AI-native platforms can meet the regulatory, security, and operational requirements of state-owned banking institutions at national scale.

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About CEC Bank

CEC Bank is Romania's oldest and one of its largest banking institutions, founded in 1864. A state-owned universal commercial bank, CEC Bank serves more than 2 million clients through a network of over 1,000 branches — the widest branch network of any bank in Romania. The bank provides a full range of financial products and services to individuals, SMEs, agriculture, and public administration, and ranks as the third-largest bank in Romania by total assets. 

About Creatio

Creatio is an AI CRM and workflow platform where people and AI agents work together — with no limits on users, agents, or scale. We help midsize and large organizations run customer workflows in the AI era. Headquartered in Boston, MA, with a global team and a large ecosystem of partners, Creatio serves thousands of customers in over 100 countries and automates tens of millions of workflows daily. Genuine care for our clients and partners is at the heart of our DNA.