Advice for membership organisations

The European Accessibility Act (EAA) could potentially impact your use of Customer Relationship Management (CRM) software, depending on how your membership organisation operates and the nature of the CRM system you use.

Here is a summary of the potential impact.

1. Direct Impact on CRM Systems.

If your CRM is customer-facing (e.g., portals, forms, or support channels), any part of your CRM that customers or end-users interact with must comply with the accessibility requirements of the EAA.

This includes ensuring that forms, interfaces, and customer portals are accessible to people with disabilities. Features like screen reader compatibility, keyboard navigation, and clear text alternatives for visual content are essential.

If your CRM includes employee-facing interfaces, then while the EAA does not explicitly regulate internal systems, broader EU or national accessibility legislation (such as employment-related accessibility obligations) may require your CRM system to be accessible to employees with disabilities.

2. Indirect Impact on CRM Use.

Data Management and Communication

If your CRM is used to manage communication with customers (e.g., email campaigns, SMS, or other outbound contact), the content of those communications must also be accessible. This includes:

• Providing alternative text for images.
• Ensuring clear, easy-to-read language.
• Formatting content for compatibility with assistive technologies.

Third-Party Integrations

If your CRM integrates with other platforms or tools that fall under the EAA’s scope (e.g., e-commerce, ticketing systems), those integrations must support accessibility.

3. Compliance Considerations.

CRM Vendors and Digital Technology Partners

If you purchase or license your CRM software from a third party, you’ll need to ensure that the vendor provides a compliant product. Many CRM providers are already working to align their offerings with accessibility standards like the Web Content Accessibility Guidelines (WCAG).

Customisation and Implementation

If you’ve customised your CRM system (including other integrated technologies), your business is responsible for ensuring those customisations are accessible.

4. What Next?

a. Audit Your CRM System

• Conduct an accessibility audit to identify any barriers in customer-facing and internal systems.

b. Choose an accessible CRM

• If your current system doesn’t meet accessibility requirements, consider switching to a CRM vendor that complies with WCAG or other accessibility standards.

c. Train Staff

• Ensure employees understand accessibility principles and know how to use CRM features to produce accessible content and communications.

d. Consult Experts

• Work with specialists to ensure compliance with the EAA and related regulations.

If you would like more detailed information or personalised support and guidance, please contact support@intercloud9.co.uk.