European Accessibility Act: What does this mean for your webshop and CRM?

From June 28, 2025, the European Accessibility Act (EAA) will come into force. This law requires companies within the EU to make their digital services and products accessible to people with disabilities. For online stores, this means that their websites and mobile apps must meet specific accessibility criteria, based on the Web Content Accessibility Guidelines (WCAG) 2.1 level AA .

What does this mean for your shop?

The EAA imposes requirements on various aspects of your web shop:

• Website and App Accessibility: Your shop should be navigable with a keyboard, contain clear alternative text for images and provide adequate color contrast.
• User Interfaces and Navigation: Provide logical and consistent menus and navigation structures. Interactive elements such as buttons and links should be clearly distinguishable and easily clickable.
• Accessible Payment Systems: The entire purchase process, from product selection to payment, should be usable with tools such as screen readers and alternative input devices.
• Customer Service and Information: Provide accessible ways for users to contact customer service, such as via chat, email or phone, all of which should be accessible.

What elements are important?

• Observable: users should be able to identify content and navigational elements. For the majority of users, this is done through the screen of a computer or phone. For other users, written content is read through a screen reader or translated into Braille.
• Operable: all users should be able to use the interactive elements of a website or app. Thus, these should not only be operable with a mouse, but also usable with a keyboard or voice command.
• Understandable: websites that are understandable are not a barrier for users to use. There should be a logical structure in websites and apps, so to speak.
• Robust: The last term refers to the universal and persistent accessibility of websites and apps. These digital products must be usable with all software and hardware so that no one is left out.

Does the EAA also affect CRM systems?

Although the EAA focuses primarily on the accessibility of products and services to end users, there may be indirect implications for CRM systems:

• Accessible Communication: CRM systems used for customer communications must ensure that emails, newsletters and other communications are accessible to people with disabilities.
• Integration with Accessible Webshops: If your CRM system is integrated with your webshop, this integration should ensure that customer data and interactions are displayed and managed in an accessible way.
• User interface of the CRM: For employees with disabilities, the user interface of the CRM system itself must be accessible so that they can perform their jobs effectively.

Currently, government and quasi-government organizations must comply with accessibility guidelines. But starting June 28, 2025, businesses that own a Web shop or sell services and products online such as subscriptions must also comply.

Why choose Vicus?

At Vicus, we understand that EAA compliance is not only a legal requirement, but also an opportunity to expand your reach and improve your customer service. Our unique selling points:

• Expertise in E-commerce and CRM: With years of experience implementing and optimizing webshops and CRM systems, we know exactly how to make your digital environment accessible.
• Integral Approach: We not only look at your webshop, but also include your CRM and other connected systems in our approach, so that your entire digital ecosystem meets accessibility requirements.
• Customized solutions: No two organizations are the same. That's why we offer customized solutions that fit your specific needs and those of your customers.

Conclusion

The European Accessibility Act demands action. By investing now in the accessibility of your web shop and CRM system, you will not only avoid possible sanctions, but also show social responsibility and increase your potential customer base. At Vicus, we are ready to guide you through this process.

Wondering how your Magento or OpenMage webshop and Vtiger CRM system are doing? Contact us for a no-obligation accessibility audit.