Which business processes do Ukrainian companies most often automate?

Business process automation has become a necessity for Ukrainian companies seeking to remain competitive and efficient amid the economic transformation. According to the Kyiv GovTech Centre, Ukraine’s business digitization index stands at 55.7 out of 100, indicating significant potential for further development. A study by Forbes Ukraine in collaboration with KPMG shows that more than 72% of Ukrainian companies view digital technologies primarily as a tool for automating and improving the efficiency of routine operations.

Interestingly, 60% of respondents noted that the digital transformation had accelerated precisely because of the outbreak of full-scale war in Ukraine, which, paradoxically, served as a catalyst for faster modernization and the adoption of innovative technologies. Automation helps companies not only survive in challenging conditions but also scale up, transforming an organization from a collection of manual processes into a managed system.

Finance and Accounting

Financial processes are traditionally a priority for automation due to their critical importance and the potential for errors when processed manually.

Invoice and Payment Processing

Automating invoice processing involves creating, sending, and reconciling payments, as well as sending automatic reminders for overdue payments. This significantly reduces the time spent on routine tasks and minimizes the risk of missing important payments.

Accounting

1. Importing bank statements and automatically posting transactions
2. Depreciation Calculation and Automatic Generation of Tax Returns
3. Management Balance Sheet and P&L Statements Based on Actual Transactions
4. Automated Cash Flow Analysis for Business Owners

According to the OECD (2024), more than 45% of medium and large companies in Ukraine already use electronic records for contracts, invoices, and tax documents, although a lack of digital skills and funding remain barriers for small and medium-sized businesses.

Управління витратами

Automated systems allow you to create expense requests, go through approval workflows, scan receipts via a mobile app, and allocate expenses to projects or departments. For business owners, this means a shift from intuitive management to data-driven management.

Sales and Marketing

According to research by Kyivstar Business Hub, 26% of Ukrainian companies are automating their marketing and sales, making this area the most popular among all business processes.

CRM Systems and Lead Management

1. Automatic capture of requests from web forms, messaging apps, and social media
2. Allocation of leads among managers according to specific rules
3. Lead Scoring and Prioritization Based on User Behavior
4. Tracking the history of interactions with customers

Ukrainian companies actively use CRM systems to organize their customer interactions. For example, the KeepinCRM system offers features ranging from supplier management to marketing management, covering nearly all the needs of small and medium-sized businesses.

Email Marketing and Automated Campaigns

Automated email campaigns, customer behavior-based triggers, and remarketing make it possible to maintain constant contact with your audience without constant intervention from marketers. This is especially important for e-commerce and service companies.

Preparing Commercial Proposals

Automatically generating sales proposals, contracts, and invoices directly from the CRM saves managers hours of work and speeds up the deal-closing process.

Document Management and Internal Collaboration

23% of Ukrainian companies have automated data analysis and reporting, while 19% focus on document management and accounting.

Electronic Document Management

The implementation of electronic document management significantly reduces the time required to approve documents and minimizes operational risks. Specialized solutions for contracts, certificates, source documents, and internal orders are increasingly being integrated with government services, banks, and Diia.Signature.

Under Law No. 2801-IX (2022) and the introduction of Diia.Signature in 2025, the electronic signature has become a fully-fledged alternative to a handwritten signature, which has significantly accelerated the adoption of digital document management.

Approval and Adoption

Automated approval processes include:

1. Document routing according to specified rules
2. Reminder Regarding Review Deadlines
3. Automatic Tracking of Document Status
4. Preserving a complete history of changes and comments

Internal Communication

18% of companies automate communication and collaboration within their teams. This includes integrating messaging apps, task trackers, automatic status updates, and synchronization between different systems.

HR Processes and Personnel Management

Although only 6% of companies cited HR record-keeping and personnel management as a priority for automation, this area is critically important for medium and large organizations.

Recruiting

1. Automatic posting of job openings on various platforms
2. AI-powered resume screening
3. Automated Assessment of English Proficiency
4. Scheduling Interviews and Sending Reminders to Candidates

EPAM Ukraine, for example, uses AI to analyze the professional skills and experience of internal candidates in order to find the best matches between specialists’ qualifications and the needs of specific projects.

Onboarding and Offboarding

Automated checklists ensure that all necessary steps are carried out in the correct order: granting access to systems, handing over equipment, and familiarizing employees with corporate policies and training materials.

Time Tracking

Modern systems make it possible to automatically track working hours, vacation time, and sick leave. For example, BDO in Ukraine implemented a Dynamics 365 CRM-based solution for time tracking, which increased the level of detail in records by 18% for internal tasks and by 30% for client tasks.

Customer Support and Operational Processes

11% of companies automate customer support, which includes both handling inquiries and proactive communication.

Ticket Systems and Request Handling

Automated support systems provide:

1. Automatic routing of requests to the appropriate specialists
2. SLA Reminder Regarding Resolution Deadlines
3. Automatically notifying customers about the status of their requests
4. Analysis of Common Problems and Development of a Knowledge Base

Voice bots

The Ukrainian company Keycall Salesbot has developed a voice bot that can automatically call through a contact database at a rate of over 3,000 contacts per hour for segmentation, database updates, or to offer services or products. This frees up staff to follow up with interested leads identified by the bot during its calls.

Supply chains

Automation includes warehouse requests, inventory updates, and automatic reordering when minimum stock levels are reached.

Analytics and Reporting

23% of Ukrainian companies have automated their data analysis and reporting, making this area the second most popular after marketing and sales.

Data Collection and Processing

78% of Ukrainian companies are actively working with big data. Automated systems collect data from various sources, aggregate it, and provide a comprehensive overview to support decision-making.

Automated Reporting

Regular reports, dashboards, and analytics panels are generated automatically based on up-to-date data from all of the company’s systems. By implementing automation, BDO in Ukraine has achieved a situation where 97% of employees confirmed that digital tools have made their tasks easier, and 80% noted a reduction in the time spent on daily work.

Predictive Analytics

More than 94% of Ukrainian companies view artificial intelligence and machine learning as the foundation for their future digital transformation. Forecasting revenue, demand, and risks is becoming standard practice for medium and large organizations.

The Use of Artificial Intelligence

According to a Mastercard study, 21% of Ukrainian companies are already using AI in their business processes, and 34% are interested in learning more about AI tools.

Popular Areas of AI Application

1. Development of Marketing and SMM Strategies
2. Translation and Editing of Texts
3. Communication with Customers Through Digital Channels
4. Image Generation and Text Writing
5. Big Data Analysis

Case Studies of Ukrainian IT Companies

Ukrainian IT companies are actively integrating AI into their own processes. GlobalLogic has achieved 20–40% process optimization by using neural networks to analyze code, create adaptive learning systems, and integrate AI assistants into team communication.

In 2024, SoftServe launched SOFI (SoftServe Intelligence AI Assistant), an AI assistant that helps employees with their daily tasks. Development teams use GitHub Copilot, Amazon Q Developer, and Cursor AI for programming, which significantly speeds up software development.

EPAM Ukraine uses artificial intelligence in all its business processes: from marketing and sales to management, quality control, and talent management. AI helps quickly process large volumes of corporate data, optimizes HR processes—from initial candidate screening to assessing English proficiency—and automates operational management, including resource planning and project risk forecasting.

Cloud Solutions and Scalability

94% of Ukrainian companies use cloud services for collaboration and software integration.

Advantages of Cloud Platforms

1. Real-time access to data from any location
2. Enabling Remote Work for Employees
3. Scalability without significant capital expenditures
4. Automatic Updates and Security Support
5. Integration between different systems

Cloud platforms enable Ukrainian companies to integrate various systems and facilitate remote work without significantly expanding their infrastructure. Implementing SaaS solutions reduces the need for large investments and allows businesses to scale quickly.

Investments and Economic Impact

Most Ukrainian companies invest between 1% and 5% of their annual revenue in digital transformation. At the same time, the benefits of automation become apparent fairly quickly.

Measured results

According to research findings:

1. 30% of companies have significantly improved their teams’ performance by automating routine tasks
2. They improved service quality by 20%
3. 17% improved communication with customers, which had a positive impact on customer loyalty

Return on Investment

BDO in Ukraine has demonstrated that automation can reduce operating costs by cutting down on the time spent on routine tasks; at the same time, automation often proves to be more effective than outsourcing, as it allows the company to retain control over its internal processes.

Industry-Specific Characteristics

Different industries have their own automation priorities. Service companies show greater interest in digital transformation than manufacturing companies. The telecommunications, retail, oil and gas, and pharmaceutical sectors are particularly active in this area.

Table: Automation Priorities by Industry

Barriers and Challenges

Despite growing interest in automation, its implementation in Ukraine is progressing gradually due to a number of barriers.

Major Obstacles

1. Financial constraints, especially for small businesses
2. Lack of digital skills among staff
3. Employee Resistance to Change
4. The complexity of integrating different systems
5. A lack of understanding of the benefits of automation

Approaches to Overcoming

Companies should start automating the processes that yield the greatest impact: finance, accounting, marketing, sales, and customer communications. This approach reduces the time spent on routine tasks, boosts productivity, and delivers the first noticeable results, which motivates the team to embrace further changes.

Government Support

The government actively supports the development of digital technologies by creating a favorable environment for innovative businesses.

Key Initiatives

In 2024, Ukraine adopted the Digital Innovation Development Strategy (WINWIN) for the period through 2030. The document identifies 14 key areas, including DefenceTech, MedTech, AgroTech, GreenTech, and artificial intelligence.

Ministry-level programs, partnerships with international organizations, and the launch of specialized platforms such as Diia.City are aimed at attracting investment, fostering the growth of startups, and implementing high-tech solutions in key sectors of the economy.

Regulatory Support

The government provides grants and tax incentives to companies that invest in solutions for automating business processes. A regulatory framework is being established to ensure data security and compliance with industry standards.

The Role of Integrators: Evergreen, Goodwill, and Others

Evergreen positions itself as a technology partner for large businesses: it handles the entire lifecycle—from design to maintenance—of complex integrated systems using Corezoid, BI, and custom software. In practice, this means that the team is forced not only to write code but also to “extract” real-world processes from the client, often grappling with internal policies, immature analytics, and a lack of documentation.

Goodwill Tech specializes in RPA for finance and data processing: automation of email, bank reconciliations, invoices, and compliance procedures. The company’s case studies claim a reduction in processing time of up to 70%, but reading between the lines, it’s clear that prior to this, clients had been relying on Excel for years, haphazardly distributing tasks among employees. After implementation, some operations disappear, but it turns out that no one prepared employees for their new roles—instead of monotonous routines, they now have to make decisions and handle exceptions, for which they aren’t always ready.

People and Culture: Why Automation Can’t Replace Common Sense

Despite government initiatives such as digitization programs and efforts to promote CRM solutions through “Diya.Business,” a significant portion of Ukrainian companies still view automation as a one-time IT project rather than a shift in mindset. According to market experts, the most common causes of failure are the lack of a business-side process owner, inadequate staff training, resistance to change, and shifting responsibility onto the contractor.

That’s why, even where systems have been formally launched, some employees continue to rely on personal spreadsheets, messaging apps, and “verbal agreements,” undermining the value of centralized solutions. Notable success stories from companies such as Evergreen, Goodwill Tech, and BDO prove that automation can indeed drastically reduce costs and speed up data processing, but only when a business is ready to take an honest look at its own disorganization and invest not only in licenses but also in changing its work culture.

Prospects for Development

The business process automation market in Ukraine is showing steady growth. According to 6Wresearch forecasts, the Ukrainian automation market is expected to continue expanding from 2025 to 2031.

Key Trends

1. The transition to cloud-based solutions to ensure scalability and flexibility
2. Integration of Artificial Intelligence and Machine Learning into Automation Platforms
3. Development of Predictive Analytics for Business Process Optimization
4. Growing Demand for Personalized Services Through AI
5. Automation of increasingly complex processes using multi-agent systems

Conclusion

Ukrainian companies are actively implementing business process automation, focusing primarily on finance, sales, marketing, document management, and analytics. Most organizations invest between 1% and 5% of their annual revenue in digital transformation, achieving tangible results in the form of increased efficiency, improved service quality, and faster communication.

Paradoxically, the challenges caused by the war have served as a catalyst for accelerated modernization: 60% of companies reported that their digital transformation had accelerated precisely because of this. Ukrainian organizations are demonstrating flexibility and a readiness to adopt digital solutions by actively implementing cloud services (94% of companies), working with big data (78%), and integrating artificial intelligence (21% are already using it, 34% plan to).

Government support through the WINWIN Strategy through 2030, the development of Diia.City, and integration with e-government services are creating a favorable environment for further development. Consistent digitalization, investment in key tools, and the implementation of AI enable Ukrainian businesses not only to overcome current challenges but also to use technology as a growth driver for effective scaling, even amid today’s challenging conditions.