Agiloft Service Desk (discontinued) vs. Creatio

Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.

Creatio is well suited in following scenarios: Complex Business process modelling and automation, Low code No code development which is best for efficient timelines, customized reporting and dashboarding, seamless integration with other technologies. Scenarios where Creatio is less appropriate: Solutions which require high cutomizations on the frontend side as this can be done by javascript modifications but it increases the load on the page and slows it down.

Incentivized

• Fully GUI based interface that has drastically reduced the time to add new features/workflows.
• The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
• The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.

• Creatio's client success team is super. The team is collaborative, solution-oriented, and client-driven. We have weekly meetings with the team. They show up prepared with solutions/ideas to business requests and they are clearly engaged.
• Creatio's infrastructure team has been critical to our ability to execute our cloud strategy. They have worked with us to set up our testing and production environments within Azure, assisted in testing, and are responsive and flexible to our unique requirements.
• Creatio has been very flexible to requests for customization. We have taken their low-code out-of-the-box solution and "Ringlerized" it. The benefit for us is an application that meets our niche business needs.

• With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
• At one point we seemed to have some performance issues, but those seem to be in the past.
• The text messaging integration would be nice.

• When we started using Creatio in 2022 the new user interface had just been released and did not include all the features we needed; however, we used a more classic user interface and were still satisfied with the results.
• The ability to capture a digital signature directly within the application was missing in the base system; however, Creatio connected us with a partner that provided a solution for this specific situation.

We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.

We have always used a CRM and Creatio has proven to be much more effective in meeting our needs than our previous provider. Its customizability will allow us to adapt this product as our business may change in the future.

Incentivized

For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.

Because it is so easy to use and navigate through - even the most technophobic people in our company are using it on a regular basis. It is easy to change around and switch through different sections and keep neat and tidy.

Other than the daily maintenance window where the server may be inaccessible for a few minutes, there have been no issues with accessing our Creatio site. The daily maintenance window is outside normal business hours so it does not affect our Users - just myself when I am looking to implement changes.

Incentivized

Some Users have reported slow responses from the server at times which seems to be localized. Users are based across four different time zones and the issue is intermittent.

Incentivized

We often hear back very quickly with answers to our questions. They also support their answers at times with screenshots and videos to help further explain their advice and suggestions. The only reason it isn't a 10 is because sometimes using only the online support system, sometimes things aren't communicated as well as they would be over the phone. However, we know if there is a major issue going on, we can call Agiloft for support.

The people at the Creatio offices world wide are very friendly, patience and always happy to help. I have a huge respect for them, especially the people that were based in the Ukraine. Still in these strange times they always keep the focus on the customer, where we would have totaly understanded it if it was any different. So huge compliments to the whole team, keep up the energy and the good work

Most of the roadblocks to learning were not discovered until the users were actually in the system using it on a day to day basis. Our Customer Success Manager has offered to setup additional training sessions as needed to close the gaps in our learning. Some areas which required some additional training are setting up filters, dashboards, and generating reports.

Incentivized

The project manager for our implementation was great to work with and took the time to understand our business. We felt very comfortable going into the project with a reasonable scope of work to provide us with a functional version of Creatio to meet our needs. Unfortunately, we came across multiple challenges with this partner in their deliverables and timelines. Thankfully Creatio was able to provide support resources to ensure we were able to launch. We have since changed partners for our third-party support.

Incentivized

Most of the other CRM software packages we evaluated were either too complicated or time
consuming to setup and customize, or they were too expensive, especially since many
of the companies charge additional fees for each additional module or function
you want to use.

The user-friendliness of Creatio was a big selling point along with the low-code initiatives, both of which were important to our business. With Salesforce, unlimited wasn't really unlimited. You couldn't deploy an on-site instance and the overall cost of the system far outweighed the ROI. These are all things Creatio offers, out-of-the-box.

I can see the promise of how it can be customized to other aspects of our business.

Incentivized

• Helps us organize tasks and projects and the data associated with each project
• Helps us organize our resources to meet the demand of issues and events
• This has helped us keep moving forward during times we otherwise would have pulled back.
• Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..

• We went from manually processing Work Orders into Invoices once a day - representing significant impact to turn around speeds - to submitting automatically in real time, eliminating a great deal of human transcription errors and freeing up a great deal of operations time
• Custom Implementation automation in Creatio has eliminated 4-6 hours of configuration work per sale in comparison to our old manual methods