Astana Motors: Scaling Operations with Creatio No-Code Platform
Since 1992, Astana Motors has been shaping Central Asia’s automotive landscape across retail and after-sales services. Today, the company runs two manufacturing facilities producing both passenger cars and commercial vehicles.
As the official distributor in Kazakhstan, Astana Motors represents a portfolio of global brands — including Hyundai, Subaru, BMW, MINI, Jaguar, and Land Rover — and also operates as an authorized dealer for Toyota and Lexus.
Client
Astana Motors is one of Central Asia’s leading automotive companies and the 4th largest company in Kazakhstan.Established in 1992, the company operates 30 dealership centers, represents 16 international automotive brands, and employs over 5,200 people across retail, service, and operational divisions.
Pain
Before digital transformation, Astana Motors faced a fragmented digital environment with multiple disconnected tools across departments. Data silos, inconsistent information management, and heavy reliance on manual processes — especially in document handling — led to inefficiencies, long approval cycles, and challenges in delivering reliable customer service. As a result, customer journeys and operational workflows were slow, error-prone, and lacked transparency.Challenge
The company needed a unified digital platform capable of:✔️ consolidating customer, supplier, and employee data into a single system,
✔️ streamlining complex business processes like contract approvals, sales, contact center operations, and HR workflows,
✔️ reducing heavy manual work and data inconsistencies,
✔️ and enabling scalable automation across all dealership centers.
Astana Motors required a solution to support intensive daily operations, enhance customer service quality, and provide a central source of truth for business analytics and decision making.
Solution
In partnership with Creatio and Banza, Astana Motors adopted the Creatio no-code CRM and process automation platform as the technological foundation of its business. The unified platform enables:✔️ automated workflows across sales, service, document management, HR, and IT request handling;
✔️ centralized and digital approval processes replacing paper-based systems;
✔️ a multifunctional omnichannel contact center with AI chatbot support;
✔️ complete customer lifecycle management from lead to post-sales follow-up;
✔️ advanced audience segmentation and targeted campaign planning;
✔️ efficient internal HR and IT services automation.
What Was Done
- Implemented a single no-code platform for all departments.
- Replaced paper-based document approvals with digital workflows.
- Built an in-house contact center with omnichannel customer touchpoints.
- Automated contract generation and enabled online signing via digital signature.
- Integrated HR, recruitment, and internal service desk processes.
- Centralized customer and operational data for higher transparency and efficiency.
60,000
automated processes launched daily
220,000
documents processed annually
2-3 days
reduced complex contract approval timeHow It Works
The Creatio platform acts as a unified operations hub with:
- customizable no-code workflows for document routing and approvals,
- a single UI for contact center agents managing calls, messages, leads, and complaints,
- digital document generation and e-signature integrations for customer contracts,
- centralized customer communication logs accessible across teams,
- no-code marketing segmentation tools to run personalized campaigns,
- automated internal HR processes and machine-learning-assisted IT support ticket handling.
The Creatio platform is the technological foundation of our business. Astana Motors has been closely collaborating with Creatio and Banza since 2018. During this time, a tremendous amount of work has been done, and numerous innovations have been launched. But we are not stopping here — we have big plans for further automation and digitalization, many of which we intend to implement on the Creatio platform. Creatio is very flexible, allowing not only the automation of various departmental processes but also the integration of related processes into a unified digital environment — this is one of the reasons why we chose it.
Key Products Used In
- Creatio No-Code CRM Platform
- Document Management & Workflow Automation
- Contact Center & Omnichannel Support
- E-Signature Integration
- Customer Lifecycle Management
- Marketing Segmentation & Campaign Tools
- HR & IT Service Automation
Key Benefits of This Solution
- Comprehensive digitalization of manual and paper workflows
- Faster and transparent contract approval and signing
- Centralized customer and operational data
- Omnichannel customer service with AI-assisted responses
- Increased internal productivity across HR, IT, and service teams
- Personalized marketing and improved customer engagement
- Scalability with no-code flexibility for future automation growth
We quickly adopted the electronic signature service, and now around 98% of our contracts with clients are signed digitally. This process is convenient for both our clients and employees. What used to take two hours for contract preparation and signing now takes just three minutes, which is especially impactful when handling large volumes. Additionally, these signatures are legally binding. Overall, I strongly recommend that companies implement digital document management — it’s one of the most essential components of modern business.
Results
Astana Motors now processes:
- 60,000 automated processes daily,
- 220,000 documents annually,
- Contract approvals reduced from up to 2–3 months to just 2–3 days,
- ~98% of sales contracts signed digitally in minutes instead of hours.
The company also operates its own 24/7 contact center with multifunctional agent tools, seamless customer lifecycle tracking, and personalized communications — significantly improving service quality, operational efficiency, and customer satisfaction.
I can confidently say that the digitalization of our CRM processes has led to consistent month-over-month growth. Our enhanced understanding of market and customer behavior is crucial for achieving sustainable growth.
The transformation with Creatio positioned Astana Motors as a digitally mature, customer-centric automotive leader in the region. The company now has a scalable, flexible, and efficient digital spine supporting all major business functions — from sales and service to HR and internal operations — enabling continuous improvement and future growth.
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