Articles and guides
We share knowledge about CRM, no-code and process automation — without the marketing fluff.
Creatio 10.1: Pivot Tables, WhatsApp and Live Sales Forecasts
Creatio 10.1 Unlimited is the October 2026 release. We picked the changes that sales, customer service and marketing teams will notice in their daily work: pivot tables in Freedom UI, a native WhatsApp channel, live-updating sales forecasts and a new email template designer. Plus a checklist of things to keep in mind before you upgrade.
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Creatio 10X: AI Studio, Web Chat and AI Agents in Customer Service
Creatio 10X Unlimited (July 2026) is a release where AI is the main theme, but not the only one. Besides Creatio AI Studio, it brings AI in customer service emails and chats, Web Chat, a MEDDPICC tab, Sales Engagement sequences, segments in marketing and Kubernetes deployment. Here is what matters for B2B companies and which licensing requirements to check.
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Creatio 8.3.4: A Campaign-Building Agent and Microsoft Graph Instead of EWS
Creatio 8.3.4 Twin (May 2026) brings an agent that builds marketing campaigns from a description, a new mail integration through the Microsoft Graph API, custom metric formulas and surveys in the Field Sales app. Plus a naming change in Creatio.ai. Here is what matters for B2B companies and what to plan before upgrading.
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Creatio 8.3.3: Contact Center, Sales Forecasting and AI with Access Control
Creatio 8.3.3 Twin (March 2026) brings the Contact Center app with an Agent Inbox, change history for sales opportunities with stage-to-forecast mapping, AI that draws on company knowledge while respecting permissions, and summaries of Teams meetings. Here is what matters for B2B companies and what to keep in mind when upgrading.
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Creatio 8.3.2: The End of the Classic UI Shell and AI Billed in Actions
Creatio 8.3.2 Twin (December 2025) retires the Classic UI shell, changes Creatio.ai billing from tokens to actions, lets you connect your own LLMs, and adds the Territory Management app and a visual Mobile Designer. Here is what changes when you upgrade and what is worth testing in advance.
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Creatio 8.3.1: Choosing the AI Model, Dashboards from a Description and Creatio.ai in Teams
Creatio 8.3.1 Twin (October 2025) lets you choose the LLM for each agent, generate dashboards from a natural-language description, use Creatio.ai in Microsoft Teams and run the AI microservice in your own infrastructure. Plus a Google Analytics integration and changes to authentication. Here is what matters for B2B companies.
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Creatio 8.3: The First AI Agents, an Outlook Add-in and Dashboards for Everyone
Creatio 8.3 Twin (June 2025) introduced AI agents in Creatio.ai, an Outlook add-in, general availability of dashboards, a rebuilt list in Freedom UI and the OAuth authorization code grant. Here is what changed in this release and what to watch out for if you have custom pages and customizations.
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3 Business Reasons to Care About CX
CX is not a cost — it's an investment with a measurable return. Companies that put the customer at the center, generate higher revenue, build loyalty and compete effectively in the omnichannel world. Learn three tough business arguments that will convince any CEO to invest in the customer experience.
Read →Cost of CRM implementation — Cloud vs. On Premise
CRM in the cloud or on-premises — this is a decision that comes down to the balance between costs and control. Before choosing a deployment model, it is worth counting not only the monthly subscription, but also the costs of infrastructure, human resources and operational risks. Find out what the real advantages and disadvantages of both approaches are and which one is better suited to the specifics of your organization.
Read →How customer experience helps transform customers into brand ambassadors
A satisfied customer is the best salesperson — but in order to become a brand ambassador, they need a boost. Explore 4 proven ways to build a community of loyal customers: from exceptional service and referral programs, to active feedback collection, to encouraging content creation on social media.
Read →Customer Experience: the only path to brand loyalty
Advertising can build brand awareness, but it won't buy customer loyalty. The true strength of the world's most respected brands is a consistent customer experience — from the promise made in the campaign, through the product, to the after-sales service. Find out why brand management is customer experience management and what you can do to keep your brand promise from falling into reality.
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Evolution of No-Code: From Prototyping to MVP
From prototype to off-the-shelf MVP in a no-code environment, it's a journey that requires discipline in scope management, clever integrations, and end-user focused testing. Learn how to build functional apps without writing code, step by step: from interface and business logic, to analytics and Kanban, to effective change management.
Read →A Guide to Sales Success with Smart Sales Math
Sales are a numbers game — but only those who track the right metrics at each stage of the funnel win consistently. Learn how to use sales benchmarks to evaluate your pipeline: from first contact with a lead, through opportunity conversion, to customer retention and process optimization based on hard data.
Read →How to choose a cloud CRM system?
Choosing a cloud CRM system is a decision that affects the day-to-day work of the entire organization — and it's easy to make a costly mistake. Before you sign a contract, check out 5 key factors: matching functionality to your processes, openness to integrations, industry experience, ease of use, and actual scaling costs.
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No-Code Application Development Process
Before you start building a no-code app, you need a plan — without it, it's easy to get lost in the details and create something that doesn't meet your business goals. Explore the four key stages of the design phase: from defining the use case and analyzing technology options, through prototyping, to breaking down the vision into specific components and MVP ready to deploy.
Read →Optimization of the sales process — best practices
Effective sales today is a matter of numbers, processes and the right tools — not intuition. Learn 6 practical tips that will help Polish companies improve the sales process: from better marketing cooperation with sales, through lead nurturing and automation, to formalization of the process and predictive analytics in CRM.
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CRM with AI for customer service teams — a practical guide
AI in CRM is no longer a promise — it's concrete features that work today and deliver measurable results. Learn how Creatio AI automates ticket categorization, predicts churn before a customer leaves, and supports agents in real time — and how to implement these features step by step without involving data scientists.
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Process approach in business management
Process business management is the foundation of lean organization — it allows you to systematize activities, eliminate waste and react quickly to market changes. Learn about the process approach, the benefits of implementing BPMS, and how modeling, automation and process monitoring in Creatio translate into real operational improvements.
Read →No-Code Days 2023 conference in Warsaw
On September 14, Optingo co-organized the first No-Code Conference in Poland at the Nobu Hotel in Warsaw. Experts from Creatio, Writer, Digital Data Consulting and other companies talked about the future of technology without coding — and our Partners, Michał Krzycki and Wojciech Wojnar, shared practical experiences from no-code implementations. Event Report.
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3 Questions to Ask Before Starting a Digital Transformation
Digital transformation is not just new software — it is primarily a change in organizational culture at every level of the company. Before starting it, every organization should answer three key questions: whether the customer is at the center of all activities, how to guide employees through large-scale changes, and how to build a coherent vision of success that the entire team understands.
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5 ways to check if your B2B sales process is optimal
B2B buyers today expect B2C experiences — and traditional sales methods are increasingly failing to keep up with these expectations. Check out 5 red flags that may indicate that your organization is losing revenue through pricing errors, slow responses, and chaos in sales channels.
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9 Ways to Create a Great Customer Experience
One unique experience is enough to earn customer loyalty for years to come. Experts Joey Coleman and Dan Gingiss point out 9 concrete ways to achieve them — from learning from market leaders to strengthening the first line of service, to creating simple loyalty programs and ensuring accessibility across all channels.
Read →Automation of marketing and sales processes
Modern CRM is much more than a contact base — it is an automation engine that guides salespeople step by step through the sales process and eliminates routine tasks. Learn how Creatio enables you to build marketing campaign scenarios, automate follow-ups and monitor all customer data in one 360° view.
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4 Steps to Develop a New Customer Experience Strategy
Customers today are less loyal than ever — and they vote with their wallet for brands that offer exceptional experiences. Building an effective CX strategy doesn't have to be chaotic. We outline four concrete steps: from discovering gaps in your current service, to determining the scope of change, to implementing and optimizing — that will allow your brand to stand out and retain customers for longer.
Read →Development of the sales team? CRM can help
Having a fast-growing sales team is an exciting challenge — but without the right tools, it's easy to lose control of what drives results. Learn how a well-implemented CRM helps you hire the right salespeople, get them to work faster, and build a repeatable sales model—before small problems turn into a failed quarter.
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Digital Sales Transformation Tips
The fourth industrial revolution is changing the rules of the game in sales — AI, mobility and data science are no longer the future, but the everyday life of the best teams. Explore the 7 elements of digital sales transformation: from the use of AI and coaching, to a customer-centric culture, agile teamwork and a trust-based environment.
Read →Go-live: Differences between traditional and no-code approaches
The Go-Live phase of a no-code project is governed by different laws than traditional implementations—the business department takes the lead, users engage from day one, and the MVP can be in the hands of users in days, not months. Learn what differentiates a no-code approach from classic software development and how to get the most out of it in a production deployment.
Read →How important is customer experience? Explore the statistics
One bad service can cost more than an entire campaign to acquire a new customer. Hard data doesn't lie: customers leave because of poor customer experience — not the price, not the product. Check out 6 statistics that show why investing in customer service is one of the top business priorities today.
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No-code/low-code CRM/BPM — why it's worth it
The shortage of programmers, growing business demands and the pressure for rapid digital transformation — these are challenges that almost every organization faces today. Low-code responds to all three at once: reduces deployment time, reduces costs by up to 74%, and allows business departments to build applications without IT. Find out why Gartner predicts that 65% of all applications will be built on this model by 2024.
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No CRM? 3 problems for your sales team
Do you work without CRM and somehow it works? Maybe. But somewhere along the way, leads get lost, bids delay trades, and forecasting eats up the time traders should spend selling. Learn about the 3 most common pitfalls of sales teams without CRM — and see how a modern system eliminates them.
Read →The Sales Process — A Beginner's Guide
The sales process is rarely straightforward — but every step of the way from the initial contact to the finalization of the contract is an opportunity to build trust and value. Learn the 7 steps of a successful sales process: from qualifying leads and listening to customer needs, through addressing objections and building an offer, to closing deals and keeping promises.
Read →The power of listening to customer feedback
Truly customer-centric companies don't stop at declarations — they actively listen to it, combining quantitative data with direct contact, and monitor every touchpoint with the brand. Learn what sets Customer Experience leaders apart from the rest of the market and how to build an organizational culture where customer delight becomes a shared goal for the entire team.
Read →What benefits do individual departments of the company get from the implementation of a CRM system?
CRM is not only a tool for sales and marketing — its implementation brings real benefits to almost every department of the company. Learn how CRM is used by customer service, HR, purchasing, and partner management teams — and why a single, shared source of data is changing the way your entire organization works.
Read →What is Customer Journey? Definitions and Examples
The Customer Journey is a look at the company through the eyes of the customer — from the first contact, through the sales, to the after-sales service. Learn what a customer journey map (CJM) is, how to build it step by step, and how the Creatio platform allows you to track and optimize every step of that journey in a single system.
Read →Key features of a CRM system dedicated to manufacturing companies
Manufacturing companies have specific needs that standard CRM often fails to meet. Find out what industry capabilities Creatio offers for manufacturing: from distribution and product catalog management, to bidding and costing automation, to multi-channel customer service and simplified document flow.
Read →Mistakes in thinking about customer experience
CX Day is a good time to dispel the myths about Customer Experience. Because CX is not a method to implement, not a tool or a task for the customer service department — it is a long-term approach to running a business that involves every employee and every department. Find out what Customer Experience really is NOT — before you start transforming your organization.
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