DigiTeam Labs
RECIPE · CUSTOMER SUPPORT

Every request answered, routed and closed inside its SLA.

Your agents stop sorting, searching and chasing. Creatio and AI do that; your people handle what needs a person.

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MODULES

The parts of this recipe, one at a time.

Each module runs on its own, so you can start with one and add the next. Available modules can start as a pilot now; the rest are in development.

WHERE TIME GOES

Most of a support day isn't support.

  • Requests arrive by email, chat, phone and portal, and someone sorts each one by hand.
  • The same questions get answered again and again, each time from scratch.
  • SLA breaches are found in the weekly report, after the customer has already noticed.
  • Answers live in Creatio, the billing system and someone's head — so agents switch screens all day.
THE PROCESS

From the first message to a closed case.

  1. Step 1

    Intake

    Every channel lands in Creatio as a case, already classified and routed.

  2. Step 2

    Answer

    Routine questions are answered from approved knowledge; the rest are drafted for your agent.

  3. Step 3

    Resolve

    Data from your other systems is already in the case, and back-office steps are prepared for sign-off.

  4. Step 4

    Watch the SLA

    Breach risk is flagged before it happens, and the case is escalated.

  5. Step 5

    Close and learn

    A survey goes out when the case closes, and gaps in the knowledge base are flagged.

WHAT GOES IN

The best of what exists, put together.

  1. Intake

    Creatio, out of the box Cases and queuesAI routing of emailMultichannel
    Creatio agents Case classification
    Creatio Marketplace Contact center suite
    What we add Request intake and routingMissed-call callbackIn development

  2. Answer

    Creatio, out of the box Knowledge baseCustomer portal
    Creatio agents Customer support agentKnowledge base agent
    Creatio Marketplace Conversation scripts
    What we add Chat on approved knowledge

  3. Resolve

    Creatio, out of the box Customer 360
    Creatio agents Next best action
    Creatio Marketplace Service catalog
    What we add Back-office automationSystem connector

  4. Watch the SLA

    Creatio, out of the box Service agreements
    Creatio agents —
    Creatio Marketplace —
    What we add SLA watch and escalation

  5. Close and learn

    Creatio, out of the box CSAT and NPS surveys
    Creatio agents —
    Creatio Marketplace Surveys
    What we add Conversation recapCRM data quality
LayerWhat you get
Creatio, out of the boxCases and queues, AI routing of email, multichannel, knowledge base, customer portal, CSAT and NPS surveys, service agreements
Creatio agentsService agents from Creatio's agentic cookbook: customer support, knowledge base, case classification, next best action
Apps from the Creatio MarketplaceContact center suite (telephony and call analytics), service catalog, conversation scripts, surveys — connected when you need them
What we addIntake from every channel, SLA watch and escalation, links to your billing and back-office systems, the whole process with its rules and approvals
WHO DOES WHAT

The model judges. Code decides. A practitioner approves.

The model

Classifies requests, drafts answers from approved knowledge, spots breach risk

Code

Routes, holds SLA timers and thresholds, writes back to Creatio and your systems

A practitioner

Your agent or team lead: sends what the model drafted, decides escalations

PILOT

Three weeks. Two or three modules. Live in your Creatio.

We usually start with intake and answers from approved knowledge, on one channel and one queue. Access, data and who signs off are settled before we build.

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FAQ

Questions about customer support on Creatio CRM

  • Which Creatio products does customer support need?

    Creatio Service, on any Creatio plan. It brings cases and queues, the knowledge base, the customer portal and service agreements, with Creatio.ai built in. Contact center and survey apps from the Creatio Marketplace are added only if you need them.

  • We already run Creatio Service. What changes for our support team?

    Your queues, cases and knowledge base stay as they are. We add intake from every channel, answers from approved knowledge, SLA watch and links to your billing and back-office systems — one module at a time, starting with one channel and one queue.

  • What does the customer support recipe connect to?

    Email in Outlook or Gmail, website chat, WhatsApp, phone through your telephony (such as RingCentral, Twilio, Genesys or Gamma), the Creatio customer portal, and your billing or ERP system — the data your agents look up by hand today.

  • Does the AI answer customers on its own?

    Only routine questions with an answer in your approved knowledge. Everything else is drafted for your agent or handed to a person, and you decide which question types the AI may close without review.

  • Where does a customer support project start, and how long does it take?

    With intake and answers from approved knowledge, on one channel and one queue, as a 3-week pilot. SLA watch, more channels and back-office steps follow, one module at a time.

WHAT CONNECTS NEXT

Then the rest of the process — and the next one.

SLA watch, more channels, back-office steps. The same modules then run your HR portal and IT service desk.

Type
Function
Platform
Creatio CRM

HR portal

One place where employees ask, request and get onboarded.
Type
Industry
Platform
Creatio CRM

Banking

What we add on top of Creatio's Bank.ai: core-banking links, document intake, everyday servicing.
NEXT STEP

See where your support day goes.

30 minutes. We look at your queues in Creatio and pick the first modules with you.

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