CRM for Government
Building consistency, improving service, and giving leaders real-time insights across agencies and councils.
The challenge
Government teams tell us they need one place to manage citizen and stakeholder relationships — not more inboxes and spreadsheets.- Requests and interactions arrive via phone, email and forms, then get re-keyed across systems.
- Approvals and escalations happen in email; status is hard to see; accountability is unclear.
- Reporting for executives, committees and auditors takes time and spreadsheet stitching.
- Records live in many places; declaring the “official record” to the EDRMS (Electronic Document & Records Management System) is inconsistent.
- Teams want to improve services but depend on vendor projects for small changes.
Bottom line: great people and intent — but no single CRM that fits government processes with clear audit trails and easy change. (This is what Creatio is built to solve with no/low-code CRM and service tools.)
Why Creatio powers this platform
- Public-sector CRM and workflows in one place. Register, triage, route and resolve enquiries, complaints and requests with SLAs, queues and dashboards.
- Change fast without long IT projects. No-code designers for pages, rules and reports; low-code for deeper logic when needed.
- Proven and recognised. Creatio is named a Visionary in the 2025 Gartner® Magic Quadrant™ for Sales Force Automation and continues to invest heavily in its AI-native platform.
- AI that helps, not hypes. Built-in agents to classify, find knowledge, suggest next steps and summarise case history to speed response time.
Governance & Assurance
Environments for safe change.
Role-based access.
A clear audit history.
Service levels with timers, escalations and breach reporting are built in.
No-code speed
Create and update workflows, forms, and dashboards in minutes — no long IT projects.
Day-to-day changes are no-code; bigger ones are fast with low-code
Integrate & single view
Keep the systems you already use.
Connect identity, records, finance and line-of-business apps so teams work in one place with a single, trusted view.
AI help built in
AI suggests steps, maps data and summarises records so setup and admin are faster.
Agents assist classification, routing and response quality.
The system for central teams
Customised to your processes
We configure the CRM to match your public-sector models — enquiries, complaints, permits, FOI/RTI and ministerials — so the language and steps fit your teams.
Templates you control
Capture consistent information with forms and checklists you can update yourself. Keep wording, mandatory fields and guidance aligned to your policies.
Department-level oversight
Leaders get a live view of volumes, ageing, outcomes and risks across divisions and regions — not just quarterly or annual summaries.
for front-line teams
Citizen & stakeholder 360
See a joined-up picture of interactions, cases, approvals, documents and commitments — all in one place to improve service and follow-through.
Coordinated support
Shared timelines and tasks make hand-offs clear. Route to specialists, track progress and record decisions automatically.
Automatic dashboards
All data feeds into dashboards and scheduled packs, giving managers real-time oversight while reducing duplication and admin.
What we implement
Governance & Assurance
Environments for safe change.
Role-based access.
A clear audit history.
Case management
Intake, scope and charges, statutory clocks and pauses, search and assessment, redaction, decision letters, publication logs and record declaration to EDRMS — aligned to OAIC guidance.
Complaints & enquiries
Register from web/email/phone, triage, assign, SLA timers, updates to the citizen, evidence pack for audit or review.
Permits & approvals
Lodgement, completeness checks, referrals, decision, conditions/fees and records alignment, adaptable to planning, events and local laws.
Incidents & issues
Capture, notify, investigate, actions and close-out — with a clear audit trail and reporting.
It's all in the numbers
Source: Independent Nucleus Research. Interviews with Creatio customers migrated from Salesforce.
Explore more about Creatio
How Creatio and Workato fit together
Creatio = where people work
Screens, workflows, approvals, reports & dashboards
(your CRM / case & service hub).
Workato = what connects it all
Keeps systems in sync, moves data between apps,
and triggers the right next step automatically.
Together
Creatio is the front door + Workato is the plumbing
People work in Creatio.
Workato makes sure every connected system is updated.
Frequently asked questions
What is Creatio in simple terms?
One place to run your public-sector CRM and workflows — records, steps, reminders, reports and dashboards — that your team can update without long IT projects.
Do we have to replace our existing systems?
No. We integrate identity, records, finance and line-of-business tools so staff work in one place and leaders see the whole picture.
Can our staff make changes themselves?
Yes. Everyday updates to screens, steps, reports and dashboards are no-code. Deeper changes are low-code (still fast, with our help).
How quickly can we get something live?
We start with one high-value process and aim to ship an MVP in weeks, then iterate based on feedback.
What’s a good first process?
Something visible and contained (e.g., service requests, permits, admissions, incident/case handling, or a sales/service pipeline.)
How does integration work? Can you connect on-prem or older systems?
Yes. We connect cloud and on-prem apps and keep data in sync. For complex cross-app flows we pair Creatio with Workato.
Is it secure? Where is our data?
You own your data. Access is role-based; changes are audited. Hosting/location options are available – ask us about what fits your policies.
Does it work on mobile?
Yes. Creatio includes mobile-ready experiences—no separate app build needed.
How do we buy/procure?
Normal commercial routes, or via LocalBuy in QLD, NT & Tasmania (we also support councils and agencies nationally). We’ll guide you through either path.
What training do we get?
Hands-on enablement from TriMation plus Creatio Academy (free, self-paced courses, live classes and certifications).
What happens after go-live?
We run a tight feedback loop, improve quickly, and enable your team to handle day-to-day changes with guardrails. Support options are available
Can we migrate from spreadsheets or another CRM?
Yes. We can import data in stages and run in parallel while you switch over safely.
Will we be locked in?
No. Data is exportable, integrations use open connectors, and your configuration is documented. You keep control.
How much does it cost?
Pricing depends on scope (users, modules, integrations). We provide a short scoping estimate up front and start small to prove value before scaling.
What about AI? How is it used?
AI is assistive: it can suggest steps, map data and summarise records. You choose where it’s used and we set sensible controls.
We have unique needs - can you build something specific?
Yes. We offer Custom Builds alongside Creatio for specialised workflows or UX, while keeping your single view of data.