How EDMS customer requests change

2025: Integrated Automation, Low-code, Electronic Archives and Integrations

Customer requests over the past two years can be divided into several categories. The first is basic, concerning standard workflow processes and related to registration, approval, signing, execution and storage of incoming, outgoing correspondence, organizational and administrative documentation.

The second category is specific to individual industries. For example, in the banking sector it can be working with a client or product dossier, in the public sector - appeals of citizens and the provision of public services, in industry - automation of processes related to the approval and circulation of technical documentation, etc.

As Pavel Perov, Product Director of Avandok (KORUS Consulting Group of Companies) notes, different solutions and different software are used to automate this kind of specific processes, sometimes this is a whole range of systems. In this regard, there are a number of tasks that need to be solved: ensuring end-to-end processes and a single point of storage of documents, ensuring high performance, the ability to quickly adapt the system to changing conditions.

At the same time, large customers need to adapt processes to their unique practices. Many companies need to automate financial processes, the full cycle of accepting a new employee into the company, from posting resumes to conducting training and entering the workplace or maintaining a document archive.

We see that companies have become more mature in the matter of process automation. If earlier customers started with simple automation of document flow, now they are immediately planning comprehensive projects for managing business processes. In addition, there is a growing demand for cloud solutions that allow you to launch projects faster and reduce infrastructure costs. Especially noticeable is the growing interest in analytics and forecasting tools. It is no longer enough for companies to simply automate processes - they want to understand their effectiveness, identify bottlenecks and receive recommendations for optimization. In this regard, the demand for solutions with built-in process mining and predictive analytics is growing, "said Igor Prostokvashin, a leading analyst at Comindware.

Over the past two years, the market has continued to be characterized by the transition to import-substituted OS and DBMS, the transfer of infrastructure to domestic data centers. Customers have begun to pay increased attention to information security. They carefully assess the capabilities of systems to protect data, distinguish access and log user actions. This is due to both the general growth of cyber threats and the tightening of the requirements of legislation in the field of information protection.

Also, a frequent request at the moment is to ensure compatibility with Russian software, operating systems and office packages. So, ECM systems are increasingly used in conjunction with other corporate systems, such as BPM, HRM, etc. This requires vendors to develop ecosystem products.

The tasks of integrating EDMS and archive systems both with third-party previously implemented IT solutions and with global, including government, services remain relevant.

The import substitution trend has also affected EDMS for mobile devices, as users are increasingly working with documents and instructions on tablets and phones, and information security requirements are increasing.

Customers contact us both about improving the functionality of systems, and with more global requests, proposals, tasks. Naturally, the requirements of the state for the transition to domestic infrastructure software are reflected in our clients, and we have significantly expanded the list of supported OS, DBMS, office applications due to domestic developments. In addition, many state organizations and state corporations today need to migrate existing EDMS databases to independent software - and the growth of such requests has been noted just in the last two years. Together with regional and technological partners, we now have several large migration projects in operation, "says Andrei Kozlov, General Director of EOS Soft (EOS Group of Companies).

Another important trend is the demand for flexibility and speed of implementation of changes. Businesses need to quickly adapt their processes to changing market conditions. Therefore, customers are increasingly choosing Low-code platforms that allow users to independently configure and modify processes.

The specificity of recent years has become the obligation to support the domestic stack of platform software. Many customers have thought about creating long-term document archives and implementing EDC, there are requests to create storage based on the requirements of Rosarkhiv. But, probably, the most significant trend is an increasing interest in implementing the possibility of "self-service," that is, developing and creating solutions on your own. This increases interest in Low/No-code platform tools and tools for transferring and scaling solutions, - comments Vladimir Andreev, President of Docsvision.

Today, customers are looking for solutions with flexible configuration and integration capabilities, analytics support, and Low-code features. This is due to the growing requirements for automating routine tasks and processing large amounts of data. Customers also require greater data security and remote or hybrid capabilities, "adds Liubov Cherkasova, LDM Head of Product Development .

Every year in organizations the volume of accumulated digital information is increasing. The legislative framework in the field of electronic archives is actively developing. Therefore, a lot of new requests are currently associated with the systematization, storage and destruction of digital documents. The need for long-term storage of electronic documents is becoming more and more urgent. Customers understand the importance of this feature and include it in ECM systems requirements.

We record an increase in demand for the introduction of electronic archives, it accounts for about 60-70% of the total number of requests. First of all, it is QCD (corporate data warehouse). It is important for customers to get a solution that closes the full range of tasks: processing the incoming or internal flow of documents, digitizing paper originals, combining them into one stream with electronic documents, checking documents for compliance with each other in the package and compliance with corporate directories, storing them in an archive with the desired storage structure and access rights, the ability to quickly and easily search for data. Companies expect such operations to be performed with minimal or no human intervention. The second group of requests from customers is related to the electronic document storage system (SHED), which takes into account the regulations of the archive workflow, "says Kirill Sokolov, Managing Director of Citros of SL Soft (part of Softline Group of Companies).

Also, customers are becoming increasingly demanding that integrators have subject matter competence and some "initial" solution on the basis of which a specific solution for this company will be created.

The number of requests for the introduction of robots and the use of artificial intelligence is increasing. Due to legislative changes, there was a demand for work with machine-readable powers of attorney.

It is also worth noting projects to implement automation of testing among customers. Due to this, the influence of the human factor is reduced, labor costs for regression testing are reduced, testing reporting is quickly and transparently formed, - comments Ilya Zaychikov, Director for Development of EDMS THESIS.

Ivan Agapov, Product manager of ECM solutions Directum, speaking about changing customer requests, emphasizes a focus on utilitarianism and quick returns. Customers are moving from the idea of ​ ​ digital transformation as an end in itself to choosing solutions that will bring practical benefits and benefits here and now. They focus on current business tasks and require ECM systems to support these tasks. In addition, due to the unstable economic situation, the planning horizon for customers has decreased. They are ready to sacrifice consistency and manufacturability in favor of fast solutions. But at the same time they appreciate the usability and functionality of ECM solutions. It is important for companies that systems are easy to learn and use, as well as provide useful tools for work.