Successes

For the research labs of a world-renowned university in New England (USA), Keen360 implemented Creatio to automate the workflow and coordinate the teams pursuing and tracking grants from federal agencies. For the pursuit of grants, this Keen360 client uses Creatio for team collaboration and communications in preparing and submitting proposals. It also uses Creatio for managing and nurturing relationships with the federal funding agencies over the longer term. For tracking grants subsequent to award, the client uses Creatio for centralizing and sharing summary information about projects (with the project financials residing in a complementary SAP system). The client also uses Creatio for tracking any publications or intellectual property (IP) that are the product of the research projects. The project was launched as a pilot for ~50 users in early 2022. It was adopted for long-term operation for over 200 users in late 2022.

For the City of Pittsburgh (PA) Commission on Human Rights (PghCHR), Keen360 implemented a no-code Creatio solution for casework (mainly complaints of discrimination in housing or employment), including a public-facing portal. Prior to implementation, PghCHR suffered an inefficient, disjointed intake process for new complaints. It also was also compromised by using a classic task-management application to support a complicated workflow not only across different parties to any given case but also across different agencies at local, state, and federal levels of government. As a result, PghCHR possessed little ability to produce and share analytical reports on sources and outcomes of cases.

After a competitive procurement, Keen360 implemented a Creatio solution that allowed PghCHR to automate not only the intake process as had been planned and budgeted but also the rest of the end-to-end process for handling complaints. The solution included dashboards for managing operations and reporting to key stakeholders, for example City Council and the Mayor’s office. For communications, staff received automations and templates for efficient and professional engagement. 

For the public, PghCHR now offers a portal for receiving complaints and sharing the progress of any given complaint through its lifecycle. Stakeholders in a case can upload files for submission to PghCHR, and they can communicate with PghCHR staff. The history of all interactions is maintained in the system.

For this project in spring 2023, Keen360 demonstrated the speed at which a no-code Creatio solution can be implemented for an engaged and decisive team. In this case, the project consisted of four weeks for design work, then four weeks for configuration work. As is possible only with no-code, training occurred in the course of the design and configuration activities, with only a few formal “tune up” sessions needed for end-users prior to go-live.

The Office of Equity and Civil Rights (OECR), City of Baltimore (MD), promotes equity, civil rights enforcement, and fair employment practices across the city. Facing siloed data, inefficient intake, and inconsistent processing of civil rights complaints, the office needed a centralized, user-friendly platform for tracking and managing cases. Keen360 delivered a no-code Creatio solution with integrated case intake, workflow automation, and reporting. The solution, which was delivered in eight weeks in summer of 2025, included a citizen-facing portal for collaboration and communication on complainants. The solution streamlined intake and resolution processes, improved transparency, and gave the office a unified view of active and historic complaints.

Partner4Work (P4W) is the workforce development board and nonprofit that connects funding, expertise, and opportunities for employers, job seekers, agencies, and policy makers to develop a thriving workforce for the Pittsburgh, PA, area. To sustain its growth, which had doubled over a few years, P4W identified the a strategic need to strengthen its ability to track and influence key relationships; build a network of partner organizations; and synthesize disparate data sources into meaningful dashboards that support communication and program evaluation. In short, P4W needed a CRM system to manage, track, and report on the full range of organizational efforts across the full lifecycle of those efforts.

After a competitive bidding process in 2024, P4W selected Keen360 for implementation of a no-code Creatio BPM / CRM solution focused on tracking activities and relationships for its projects, programs, and stakeholders. In addition to core CRM functionality for managing the stakeholder interactions, the solution includes the Creatio module for marketing and a Keen360 module for legislative tracking. 

Having gone live in 2025, P4W is taking an approach that emphasizes organizational change management, i.e., significant training and cultural change, not mere technology deployment. It now has ability to see activities from across the organization for any given funder, employer, or service partner. It uses robust profiles on contacts and accounts, along with the activity data, as basis for building audiences for outreach, engagement, advocacy, and solicitation. It can also track legislative bills of interest in the Pennsylvania legislature and the U.S. Congress, marking positions that its stakeholders or itself may take on any given bill.

P4W is also building its own no-code center of excellence, taking advantage of Creatio’s no-code tools to sustain and extend its new CRM platform without dependency on outside consultants or the platform vendor.

As of summer 2025, P4W is planning a second phase, expanding Creatio to support grants management and portfolio & projects management.

The Maryland Technology Assistance Program (MDTAP), a division of the Maryland Department of Disabilities, provides Marylanders with disabilities, older adults, and their families access to assistive technologies that enhance daily living, work and learning. Saddled with a poorly designed system for intake, review, approval and administration of assistive‑technology aid applications, MDTAP needed a streamlined, transparent platform with metrics and dashboards. In an eight-week project in summer of 2025, Keen360 implemented a no‑code solution built on the Creatio Platform with end‑to‑end process automation—from application submission and eligibility checks through to approval, funding allocation and ongoing tracking.

AccelerateMS is the workforce development agency for the State of Mississippi. It designs, manages, and continuously improves an integrated statewide talent development system that connects individuals, employers, and educational providers—enabling Mississippians to thrive in the modern global economy.

In 2024, AccelerateMS decided that it needed a modern CRM system for managing grants and tracking interactions, where the interactions are with businesses, educational institutions, partners, employees, and other state offices. A key requirement was that the system be easily customizable to meet AccelerateMS needs for optimizing workflow and capturing data. 

After a competitive bidding process, AccelerateMS selected Keen360 and the no-code Creatio BPM / CRM platform for implementation of its first-ever CRM system. The implementation project was deliberately paced at a speed that allowed for AccelerateMS adaptation to new ways of working and even talking for the management of its grants (a.k.a., projects) and stakeholders.

After implementation of the system, including a training program to help with organizational change and system adoption, AccelerateMS is now able to manage its grants through their end-to-end lifecycle on the Creatio platform, tracking progress during pre-award and monitoring metrics / KPIs during post-award, including any sub-recipient participation and activity. Leaders at AccelerateMS are also able to see the range of interactions with stakeholders, for example when preparing for a key meeting with an employer or educational institution.

In November 2019, Keen360 engaged services with a state senator in Maryland, Sen. J.B. Jennings, to test the proposition that the no-code, workflow-oriented Creatio platform could improve constituent service while reducing administrative burdens for staff. Keen360 put the new system into operation in less than six weeks to support the legislative session that began in the second week of January.

The system includes:

• A full model of both the legislative branch (chambers, offices, caucuses, delegations, committees, districts, sessions, and bills) and the executive branch (constitutional offices, governor’s team, cabinet agencies, independent agencies, and boards / commissions), including the ability to track legislation as it progresses through its lifecycle for any given legislative session.
• Fields and automations to capture constituent / citizen information that is specific to the legislative and political domains, for example demographic and voting information; positions on legislative bills; VIP communications; and more.
• Relationship types connect organizations and persons who are not employed together but do cooperate and collaborate (notably, the relationship of advisors and advisees, a connection that prevails in the legal and advocacy domains; also, for example, board members and the boards on which they serve).
• Automations to expedite up-front data entry (for example, enter zip code, then the city and state are populated automatically) and on-going data management (most notably, for avoiding the creation of duplicates in the system).
• Email and case management via queues, automations, and dashboards, so as to boost both staff efficiency and constituent experience. Dashboards bring attention to items that have been languishing or aging for too long a time.

The senator's office continues to use Creatio as an indispensable tool for delivering outstanding constituent service in a resource-constrained office that especially relies on the Creatio system during the hectic legislative session.

As CIO in 2016, then COO and Chief of Staff in 2017 – 2018, Keen360’s principal, David Lashar (who is proposed to be your project leader), planned and delivered a range of initiatives to improve constituent service and casework at the $14B agency. The efforts encompassed a handful of high-volume websites, the Governor’s constituent-service system, and re-structuring of the entire constituent-service team at MDH. 

• MDH Service via Voice, Chat, Web, & Email Channels: Created an integrated omni-channel service team with real-time reporting on backlogs and queues, so as to identify areas requiring attention from the Office of the Secretary. Revised workflow and digital integration with the Governor’s system. Impact: Reduced average response times for constituent service from 60+ days to 14 – 20 days. 
• CRM for Justice-Related MDH Casework: Assembled and managed team for implementation of the State of Maryland’s first SaaS CRM solution. The application enabled the launch of a new “service hub” to manage the flow of court-ordered individuals from the criminal-justice system to facilities for mental-health and behavioral-health treatment. Impact: Reduced wait times for court-ordered individuals from 90+ days to 11 to 21 days, receiving commendation from both the General Assembly and the Justice Reinvestment Oversight Board. 
• Permits for Safety of Pools and Summer Camps: In response to high-profile operational issues and delays, overhauled procedures and tools to go from overly paper to properly digital processing of permits for operation of pools and summer camps. Impact: Received commendation from both the Maryland Comptroller’s office and the high-profile pool/camp advocates.

Again while in his leadership role at MDH, David served as one of a scant handful of individuals who planned and launched the governance structures, the platform architectures, and the multi-year transformation roadmap for MD-THINK, which in sum is $400M first-of-a-kind (FOAK) initiative to integrate programs and systems across 12 cabinet-level agencies engaged in health and human services in Maryland. In essence, MD-THINK is a massive CRM system for these agencies and the citizens whom they serve.

RegenMed Development Organization (ReMDO)is a 501(c)3 non-profit that conducts and promotes research in regenerative medicine. Located in North Carolina, ReMDO needed a solution for automating 1) the lead-to-member process, 2) the promotion of its annual member conference, and 3) the management of its programs and projects.

After a competitive bidding process, ReMDO selected Keen360 for implementation of a no-code Creatio BPM / CRM solution. The modules included Marketing Creatio, Sales Creatio, Service Creatio, and Keen Program Governance, a certified Creatio add-on for managing portfolios, programs, and projects at a strategic level. The implementation for the initial phase was in early 2022.

At present, ReMDO is launching a second phase for deploying a member portal to facilitate research collaboration with its member partners. The portal will support the idea-to-project-to-publication process. Due to the ease of use of the Creatio no-code tools, ReMDO is undertaking its second phase on its own without dependency on outside consultants.

Playable Video (https://playable.video) is a venture-backed growth company that holds patents and offers a product for enabling videos to be played within emails (without the annoyances of popping over to a web browser). With its product, Playable is re-invigorating the email channel as an avenue for engaging with an organization's target market via content that people actually enjoy receiving.

In 2022, as Playable began to experience significant growth, it found that it needed to transform its workflow for marketing and sale, which necessitated that it replace the CRM system that it had been using. In late 2022, Playable selected Keen360 as its trusted partner for defining new operational processes, deploying new executive dashboards, and implementing the no-code Creatio platform for marketing, sales, and customer success (i.e., service).

Using Agile methods and leveraging the advantages of no-code, Keen360 brought the new system live in 45 days, then remained engaged with Playable for the subsequent 45 days to support the users and make refinements to the system on a weekly basis in response to feedback from both front-line users and the executive sponsors.

With the conclusion of this 90-day launch and pilot, Keen360 is being retained on a multi-year contract for on-going managed services that include operational support, system enhancements, and system training. The user base is currently modest, but the new platform is now a firm pillar for enabling the company to execute on mission and realize its potential... with confidence in being able to adapt due to no-code to future circumstances and requirements.