My main pet peeve with this product is marketing. I love marketing, and even though I'm an engineer, I like it. Sales is great. It's perfect. The service is great, but the marketing can be improved. It has everything we need, but it's so tricky to configure, and I think they did not do a good job onboarding whoever comes on board for the marketing. They do provide videos and they do provide some instructions, but even to this date, we're figuring things out.

To my surprise, they too are not aware of some of the problems we detected. We were able to send them a lot of little things and we had to ask them how to do it. It takes two, three, or four days because they themselves are still figuring out how to do certain things. The result is that sometimes they create a workaround and they explain: "Well, on the next version we're going to make a change here." Bottom line, marketing is definitely one area. Even though it's great, it's not perfect, and there's a lot of room for improvement. I still wouldn't go with any other platforms, though. I think once you manage that, once you've figured things out, Sales Creatio is the way to go.

Documentation also needs some improvement. If you claim yourself to be a platform that's very intuitive and low-code, your documentation, or your Academy (this is what they call themselves), needs to have complete information. For example: You can go to the Academy and get information, but there isn't much information there. They just have a very basic set of videos that my mom can understand and sounds nice and dandy, but when you try to apply things, you'll go: "Oh, wait a minute, here. How about this? Oh, this is not on the video." You have to call in and if it's too complex, it may take a couple of days or more for them to reply to you.

More often than not, the explanation is not really on the documentation. They can improve documentation. They should improve the videos. The should improve the onboarding. Once they fix that, and that should be on the next version, that'll be great as well. That would bring marketing up to par with sales and service.

An additional feature I'd like to see in the next release for this solution is the creation of APIs. We do have the capability for that, but it could be explored better.

There's another feature I'd like to see and that is the generation of PDFs. You would say: "Whoa. It doesn't generate PDFs." No, it doesn't. You can create proposals in Word, but not in PDFs. To me, that should be basic. Most people have that and it's embarrassing when I can't. It could have something to do with their relationship with Adobe, or it might be a licensing issue, not a technical capability. That's what comes to mind.

The biggest area of improvement for me is the mobile app. Creatio has moved towards this composable architecture and user interface, and it looks good and works well on a laptop or tablet. But the mobile app could be improved.

Only half of the mobile app uses the new architecture, and I believe their roadmap is to fully update it so there's a consistent user interface throughout the mobile app. Some of it uses the older Creatio technology, some of it's newer, and I think they're aiming to have it fully updated sometime in the second quarter. That will be a big jump.

It supports the remote sales team, but it could be a lot better. Creatio needs to move the mobile app update higher on its priority list. We can see a difference when we look at other mobile CRM solutions out there – Creatio's mobile app isn't as fresh as other parts of the application.

The other area I'd like to see Creatio improve – is the development of a robust field service application or enhancement to their existing Service Creatio module. It should be a separate product called Creatio Field Service. Field service is important because it addresses the large number of workers out there who aren't desk-bound, and that really corresponds with the mobile app improvements.

The calendar needs a lot of improvement. It is based upon a 24-hour day. So, instead of four o'clock or 4:00 AM or PM, it has 16:00 hours.

On the sales side, I would like to see a CPQ product, and on the services side, I'd like to see more of a field service automation feature.

Sales Creatio should include better customizations.

The solution pretty much covers it all and needs very little improvement. The only thing that I as well as some of our clients see is that the user interface is a bit out dated as opposed to some of the other CRM systems. It's a little bit clunky and it's not as appealing visually.

One other area for improvement is with the connectors. They just don't have quite enough of these connectors or the ability to do a custom integration. That's much more complex.

Specifically, the custom integration is difficult. The out of the box connectors are basically plugins and they work amazingly great. The selection is not as vast as some of the other competitors. It will be much more painful than some of the competitors to do a customization integration through an open API.

The connectors are limited. Out of the box connectors are great, but the ability of what is there versus other CRMs is limited. It can be a bit complicated when it comes to custom integration.

Creatio's mobile app could be more intuitive.

To benefit from this software you need to have somebody dedicated to customizing the features you're looking for and, to be honest, I do not have time to focus only on that. I handle many things in our company. I'm a partner in the company and I really do not have time to focus only on bpm'online. It needs somebody dedicated to it.

The overall look and feel of the software has improved over time. However, there is still some room for improvement.