Case Study: Whitehat Virtual Technologies accelerates IT service delivery and reduces case resolution time with Creatio

Accelerating Service Delivery With Intelligent Bpm and Low-code Platform

Whitehat Virtual Technologies, a nationwide managed IT services provider, faced siloed data, limited reporting, poor change tracking and case management, and the need for a full ITSM solution that could be implemented in 4–6 months by its in-house team. The company selected Creatio (using the bpm’online Engine/low-code BPM platform) to meet requirements for strong business-process and case-management functionality, flexible low-code customization, modern APIs, and integrations across sales, service and marketing.

Using Creatio’s bpm’online Engine and a JSON Data Connector Bridge to ingest legacy ITSM data, Whitehat implemented Service, Sales and Marketing modules, automated queues and ticket assignment, and a Customer Portal for transparent case registration and resolution. The rollout—completed with only six bpm’online advisory hours—delivered intelligent contact data generation, automated ticket closure workflows, improved internal communication and reduced case resolution times, while enabling future consolidation of IT operations, customer self-service and a centralized knowledge base.

Whitehat Virtual Technologies

Pablo Legorreta

Principal Enterprise Architect