CRM Governance: Why Your System Drifts After Go-Live
The CRM was perfect at launch. Six months later it is a mess. Without governance, entropy wins.
Braj Raj Singh Kushwaha
CRM Consultant & Creatio Expert
Related Case Study
CRM Operations Streamlining Case Study
North American IT Services Provider — Rebuilt legacy helpdesk for 1500+ B2B clients with modern SLA tracking
An IT services provider supporting 1500+ B2B clients was running on a legacy helpdesk platform that could not scale. The engagement delivered a complete replacement with modern SLA tracking, automated escalations, contract lifecycle management, and a customer self-service portal — all built on Creatio Service.
The Challenge
The legacy helpdesk platform could not handle the scale of 1500+ B2B clients. SLA tracking was basic — no predictive alerts, no trend analysis, no intelligent escalation. Contract lifecycle was managed separately with no connection to support operations. Customers had no self-service capability, driving all inquiries to agents.
Agent productivity was declining as ticket volumes grew. SLA breaches were increasing. Customer satisfaction was eroding.
The Solution
Replaced the legacy helpdesk with Creatio Service covering complete ticket management, predictive SLA tracking with automated escalations, contract lifecycle management with renewal tracking, and a customer self-service portal with ticket visibility and knowledge base access.
Designed intelligent escalation that distinguished between cases needing reminders (agent busy), escalation (agent unavailable), and management attention (approaching critical SLA threshold).
The Outcome
All 1500+ B2B clients successfully migrated to the modern platform. SLA compliance improved to 95%+ through predictive tracking and intelligent escalation. The self-service portal deflected 40% of routine inquiries, freeing agents for complex issues. Contract renewals became fully trackable. Agent satisfaction improved with modern tools replacing the legacy system.
Want to discuss how this applies to your organization?
Every industry and every organization has unique constraints. The principles above adapt, but the execution must be tailored.
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