Case Study: Dealer eProcess achieves 98% operational efficiency and 24-hour ticket resolution with Creatio

Streamlining car dealership services with Creatio BPM solutions

Dealer eProcess (DEP), a global automotive website and digital-marketing provider operating across the United States, Canada, Mexico and Holland, needed to accelerate and unify its fast-paced, personality-driven marketing, sales and service operations on a single platform. DEP selected Creatio (using Marketing Creatio, Sales Creatio and Service Creatio) to consolidate disparate systems, enable quick data migration from tools like Salesforce and PandaDoc, automate recurring processes, provide global data access, streamline ticketing and improve reporting and update flows across international offices.

Creatio implemented a unified Marketing–Sales–Service platform with a comprehensive business process management engine, on-the-fly process modification, automated ticket issuing and routing, customer feedback tracking, lead-management automation, personalized marketing campaigns, omnichannel engagement and real-time analytics capable of handling large datasets. As a result, DEP’s operational efficiency rose to 98% (tickets processed within 24 hours), average hold time dropped to 30 seconds and customer satisfaction reached 98% (NPS), with Creatio cited as a key enabler for DEP’s ongoing expansion and deeper manufacturer relationships.

Dealer eProcess