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CASE STUDY: RETAIL

Cell Phone Repair Unifies 500+ Stores with Creatio’s No-Code CRM

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4.5 Month Go-Live Across 500+ Stores

Went live enterprise-wide in 4.5 months, bringing corporate and franchise teams onto one operating platform. Reduced time-to-change from weeks to hours.

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100% Visibility Across Organization

Created a single environment for shared insight into operations, customer activity, support performance, and KPIs for franchises and corporate.

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AI-Powered, Future-Ready Platform

Leveraged Creatio’s agentic AI and deep integrations to turn data into action, streamline workflows, and rapidly deploy new capabilities at scale.

CHALLENGE

As CPR expanded, its operating model became more complicated to manage across hundreds of locations. Corporate teams ran Salesforce, support relied on tools like ServiceNow, and franchisees used separate systems—creating silos, inconsistent processes, and manual workarounds that slowed service delivery and limited visibility into store-level activity. CPR needed a unified, intuitive platform to standardize how work is done across franchise and corporate teams, while remaining scalable and easy to adopt with minimal training.

 

SOLUTION

CPR partnered with the Bits In Glass team (formerly Omnico) to implement Creatio Sales, Creatio Service, and the Creatio Platform as a single no-code system for CRM, service, and operations across corporate and franchise teams. The solution was deployed across 500+ locations in 4.5 months, consolidating ticketing, workflows, reporting, and the data connecting franchisees with corporate into one shared environment. With no-code configuration, CPR can now make updates in hours instead of 4–6 weeks, enabling real-time dashboards, standardized tools, and more consistent execution across the network.

TECHNOLOGY

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Cell Phone Repair (CPR) by Assurant is a leading electronic device repair franchise with 500+ locations worldwide, specializing in the repair of smartphones, tablets, laptops, and other mobile devices, with a focus on convenience, quality service, and customer satisfaction.

“I wanted to send a special thank you the BIG team! The support that the team has provided has truly been outstanding. The troubleshooting, outside the box thinking, the execution and timelines support, along with their professional and pleasant interactions have been phenomenal. I so appreciate the team’s dedication and willingness to go the extra mile."

Jennifer Kennedy,
Head of Franchise Implementation