Pega CRM vs Service Creatio comparison

Pega and Creatio are both solutions in the CRM Customer Engagement Centers category. Pega is ranked #5 with an average rating of 7.7, while Creatio is ranked #11 with an average rating of 9.0. Pega holds a 8.9% mindshare in CCEC, compared to Creatio’s 1.3% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 100% of Creatio users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

258 Views
198 Comparison Views

100% willing to recommend

Service Creatio

Read 2 Service Creatio reviews

37 Views
20 Comparison Views

100% willing to recommend

Pega CRM

Service Creatio

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Pega CRM and Service Creatio based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Pega CRM vs. Service Creatio Report (Updated: April 2025).

Buyer's Guide

Pega CRM vs. Service Creatio

April 2025

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Helped 846,617 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Pega CRM

Ranking in CRM Customer Engagement Centers

5th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM (18th)

Service Creatio

Ranking in CRM Customer Engagement Centers

11th

Average Rating

9.0

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

Customer Experience Management (19th)

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Pega CRM is 8.9%, down from 9.3% compared to the previous year. The mindshare of Service Creatio is 1.3%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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Anatolii Vovniuk

Deputy Chief Information Officer, Head of Digital Strategy & Cybersecurity at Kyiv City Council

City governments improve service efficiency with automated workflow processes

The customer self-portal is not good. Service Creatio ( /products/service-creatio-reviews ) has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us. The design of the customer self-portal is quite bad, particularly the UI. It is not capable of integrating third-party identification systems like GEO, Per zone, or BankID for authorization of external users. It would be beneficial to have the possibility to easily build communication or interaction between different services with different instances of Service Creatio.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"The product's deployment phase was easy."

"The solution is very easy to use."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

"The case management feature is really valuable."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

More Pega CRM pros

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

"Our customers have seen value and efficiency using this solution."

Cons

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"They should enable the data-driven streaming feature inside it."

"The UI is lagging and needs to be improved."

"The solution has room for improvement around decisional and real-time data analysis."

"The UI should be improved."

More Pega CRM cons

"The return material authorization should utilize no-code or low-code."

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

Pricing and Cost Advice

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"It is expensive."

"The pricing is on the higher side."

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

25%

Computer Software Company

14%

Real Estate/Law Firm

Comms Service Provider

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

See all answers

What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

See all answers

What needs improvement with Service Creatio?

See all answers

What advice do you have for others considering Service Creatio?

I would recommend improving the ease of building interactions between different installations of Service Creatio. The interactions would allow one service to start in one city and finish in another...

See all answers

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Compared 28% of the time

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Compared 13% of the time

Genesys Cloud CX vs Pega CRM

Compared 13% of the time

Odoo vs Pega CRM

Compared 12% of the time

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Salesforce Sales Cloud vs Service Creatio

Compared 100% of the time

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Product Reports

Buyer's Guide

Pega CRM

March 2025

Download Pega CRM product report

Buyer's Guide

CRM Customer Engagement Centers

March 2025

Download Service Creatio product report

Also Known As

Chordiant

bpm’online customer service, bpm’online service enterprise

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Buyer's Guide

Pega CRM vs. Service Creatio

April 2025

Free Report: Pega CRM vs. Service Creatio

Find out what your peers are saying about Pega CRM vs. Service Creatio and other solutions. Updated: April 2025.

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