The words we use, defined.

The person on the business side who decides how a process works, signs off changes to it, and says “this is how we do it now” to their own team. Every process that lives in the CRM has one; when the owner is IT or the consultant, the team experiences the system as something done to them.

The first of the five stages. Understanding the work before choosing the solution: goals, real workflows, where the work slows down, and a measured baseline. Produces the process map and baseline that every later result is judged against.

The second stage. Turning what Discovery found into a practical blueprint — process, user experience, data, integrations and the measures of success — and agreeing on scope, ownership and acceptance criteria.

The third stage. Building in manageable increments — configure, code and test against real scenarios — with regular feedback from the people who will use the system.

The fourth stage. Launching with people and operations ready: validated data, trained users, confirmed ownership and support, and the transition into live work.

The fifth stage, and the one that does not stop. Everyday delivery — fixes, changes, small improvements — alongside regular review of adoption, reliability and performance against the baseline, producing a prioritized backlog.

The measured state of a process before anything changes: how long it takes, how many people touch it, how often it goes wrong. Without one, “did this work” is a matter of opinion; with one, it is a comparison.

A packaged two-week engagement at a fixed price that maps the process, establishes the baseline and produces the roadmap — the deliverables of Discovery, owned by you whether or not you build with us. How it works.

The CRM and workflow platform most of our implementation work is on — why we build on Creatio. No-code process design, a Freedom UI for interfaces, and since the 10x release Creatio AI Studio for agents that run inside the platform’s own permission model.

Creatio’s environment for building AI agents that run inside the CRM — with the platform’s approvals, audit trail and role-based access applying to the agent as they do to a person. Where we use it, and where we do not.

Software given an outcome rather than a recipe: it works out the steps, acts across systems, and hands anything it is unsure about to a person. Distinct from automation, which runs steps you wrote in advance.

AI that makes a person faster at work they still do themselves — drafting, summarizing, suggesting the next action. The person decides; the AI proposes.

AI that owns an outcome end to end and delivers the work done, within limits set in advance and with an escalation path for anything outside them. The person sets the rules and reviews the output.

Answering from your own records rather than from a model’s general knowledge: the system retrieves the relevant documents or fields first and answers against them, so the response can be traced to a source. How we keep answers tied to your records.

A point in a workflow where a person releases the next step — anything a customer sees, anything irreversible. Where the gate sits is a design decision made with your risk team, not a default from a demo.

What happens when an automated step is unsure or outside its limits: the work goes to a named person with the context attached, rather than stopping silently or guessing.

The roles and access rules your administrators already maintain in the CRM. An agent gets a role inside it, not credentials of its own, so when the model changes the agent’s access changes with it. Why an agent gets a role of its own.

A connection between systems so information moves without being re-entered by hand: CRM to finance, telephony, ERP, billing or a legacy database — with mapping, validation and monitoring so it stays dependable.

Moving from one system to another. Decided by what the new system is for, not by what the old one contains: processes rebuilt rather than lifted, data mapped from the new side, the cutover rehearsed. The checklist we run.

The moment the new system becomes the one where work happens. Rehearsed twice on real data before it is done for real, and followed by a period with the old system read-only. Where it sits in a migration.

One business cycle with the new system live and the old one read-only for reference. Read-only, not both writable — a run where people can still enter data in the old system is a run in which they will.

Whether the work actually happens in the system, measured by what is recorded and updated, not by logins. Decided at design time — a system built for the person’s ordinary day gets used — and checked in the first ninety days.

Configuration uses the platform’s own designers to express a process, a screen or a rule; custom code is written when configuration cannot express it without a workaround someone will maintain forever. Configuration first, because it is cheaper to own.

Our add-in for classic Outlook on Windows that links email to Creatio records and creates CRM objects from the inbox, with single sign-on. Listed on the Creatio Marketplace since 2020. The product page.