Case Study: Gedeon Richter-RUS achieves streamlined internal customer service and case management with Creatio

Gedeon Richter-RUS - Customer Case Study

Gedeon Richter-RUS, the Russian subsidiary of Gedeon Richter OJSC and a leading Eastern European pharmaceutical manufacturer, faced gaps in internal customer service after an ISO audit and had no software for case management or process automation. Seeking an effective case processing tool, Gedeon Richter-RUS selected Creatio to standardize and automate internal service requests across departments.

Creatio implemented out-of-the-box case management processes in two stages—first for IT services with a unified service catalog and customized email templates, then for HR with automated workflows, delegation rules and a custom feedback grading scale. Creatio also enabled automatic assignment of requests and reporting (including average customer satisfaction scores), resulting in streamlined cross-departmental communication, faster case handling and the ability to improve services based on measurable feedback; Gedeon Richter-RUS plans to extend Creatio to its Technical department next.

Gedeon Richter-RUS