Frequently asked questions

We start with an introduction and a short intake. After that we make a proposal with the scope, the arrangements and a realistic timeline. Only once you agree do we start on setup, handover and management.

Projects can be part of the collaboration, but we do not deliver one-off projects without management. That is necessary to be able to guarantee stability and responsibility.

For smaller organisations that want their systems and recurring processes to simply be right, with oversight, calm and predictability instead of complex solutions or enterprise processes. Often up to about 25 employees, as long as the environment stays manageable.

Two things that follow on from each other: we set up a digital business function or environment professionally, and after that we take over the management and, where agreed, the recurring execution structurally.

The functions we run are Managed Commerce for your sales environment, Managed Finance for financial administration, Managed Marketing for the marketing cycle and Managed Backoffice for internal administration. Underneath them sit business systems, websites, email and collaboration, automation and integrations. Always with documentation, handover and management as the starting point.

Yes, especially where it takes work off your hands or prevents mistakes. In doing so we look not only at “can it be done”, but also at maintainability: what happens where, and who will be able to follow it later.

You can, as long as it fits within a managed environment and there are clear arrangements about what follows and about management. “Small” is usually fine; “loose” is usually the problem.

We use Odoo among other things as a platform for integrated business processes, and other solutions where those fit better. The technology is not the starting point: we look first at the business function that needs to be arranged and set the environment up around it. So you are not buying software, but a function that is set up and managed.

We are not a generic IT helpdesk, not a time-and-materials organisation, not a traditional marketing agency or accountancy firm, not a virtual assistant agency, not a staffing agency and not a point-of-sale reseller without management. Unlimited custom work and heavy compliance programmes for strongly regulated sectors with mandatory certification also fall outside our scope.

Sometimes, but not when they structurally get in the way of management or security. If choices cannot be discussed, we cannot take responsibility for the whole.

That is possible, but then it has to be clear who is responsible for what. We agree in advance which parts fall within our responsibility and what stays outside it.

That we do not just deliver something, but keep it going as well: patches, maintenance, monitoring, incident handling and further development. Without this, technical debt and unpredictability build up quickly.

We work with standard documentation: an overview of components, access, backup and restore, monitoring, and recovery procedures. That makes management transferable and less dependent on one person.

Management is mostly about keeping small things from becoming big ones. Much of it happens in the background. When something does change, it is precisely then that having context and an overview helps.

Digikwal is responsible for the agreed environment and the agreed processes. You are responsible for policy and choices that fall outside that scope, for entrepreneurial decisions, and for external suppliers that stay outside the collaboration.

That questions do not get stuck between suppliers. We watch the coherence and explain what the impact is, so that decisions keep fitting together.

Then we look at cause and solution, without pointing fingers. It is important, though, that arrangements and responsibilities are clear in advance, so that recovery and next steps stay predictable.

We work primarily with EU-based suppliers and infrastructure, with data processed and stored within the EU. We make that choice explicitly, substantiate it and record it within the collaboration.

EU-first is a design and supplier principle, not a marketing term and not a goal in itself. We do not reject a solution that is demonstrably better for your organisation purely to satisfy an absolute EU-only rule; in that case we discuss in advance what it means for management, data and dependencies. See also EU and security.

Only under strict conditions: it runs on our own EU infrastructure, its behaviour is transparent and verifiable, and no mandatory external data processing takes place. Open source helps with that, because it makes the behaviour easiest to verify. If one of those conditions cannot be met, we do not deploy the software.

Sometimes, if that brings calm and control. We do not do it “because we have to”, but because dependencies would otherwise keep stacking up.

• practical security measures,
• a clear setup and documentation,
• demonstrability of choices and management.

Formal certification and audit programmes fall outside our scope.  

Yes, in the practical sense: insight into what is running, who has access, which choices were made and what has been changed. That often helps a great deal already, even without formal certification.

Then we discuss that in advance. If it involves heavy audit or certification obligations, a specialised party is usually a better fit.

For management we generally work with a fixed monthly arrangement based on scope and complexity. For projects within the collaboration we make a proposal with clear deliverables and conditions.

Not without discussion. If the scope or the situation changes, we make that explicit. The aim is for costs to stay predictable and to match what you need.

In principle, no. Occasional help without management almost always leads to fragmentation and unclear responsibility. If what you are mainly looking for is occasional help, another party probably fits better.

That depends on the scope and the dependencies. We choose arrangements that offer stability while staying reasonable. During the introduction and the proposal we make this explicit, including what is needed for a clean handover when the collaboration ends.

Then we arrange a clean handover within the agreed terms. Documentation and insight are part of how we work, so that ending things is not a black box.

Yes; if your organisation changes, the scope can change with it. We do that under control: first get clear what is changing, and only then adjust.

Through the channels agreed within the collaboration. We keep communication central so that nothing gets fragmented and follow-up stays traceable.

No. We build up an overview step by step. If something is missing (access, information, history), we solve that together without apportioning blame.

No. That is very often the situation. We start with an assessment and explain what we see, so that you get a grip on it again.

We agree those based on impact and scope. Not everything is a P1, and that is exactly the point: we make it manageable and predictable.

No. If you are unsure, get in touch. We help you make sense of the problem and decide together what is needed.

Where relevant, yes. Not to make things complicated, but so that repetition and loose ends are avoided.

Structural round-the-clock expectations come with a scale and complexity that generally falls outside our target group. 

In exceptional situations we can make arrangements that suit your environment. That is always explicit and part of the collaboration, never implicit.

By making arrangements about impact and priority. That keeps the operation calm and leaves room to improve things structurally.

A managed digital sales environment for your shop. We set up the till, payments, products, stock and, where needed, the webshop, and then stay responsible for management, updates, monitoring and support. See Managed Commerce Retail.

Yes, and more than that. The till is the starting point. Depending on your package, stock, reporting and online sales run from the same environment too.

Independent shops and smaller retailers: speciality shops, bakeries with a shop, grocery shops, museum shops, gift shops, delicatessens, clothing shops and similar businesses that sell direct.

Essentials is a professionally managed shop till with stock. Retail adds the webshop, loyalty, gift cards, mobile scanning and more extensive reporting. Retail Plus is for more extensive processes, reporting, automation and integrations. All three include one managed till.

Retail Essentials €99 per month, Retail €149 per month and Retail Plus €229 per month, excluding VAT. Every package includes one managed till. Hardware, the one-off implementation and transaction fees are separate.

No. Hardware is a one-off purchase. The monthly amount is for management, updates, monitoring and support.

€35 per month per extra managed till, excluding VAT, on top of the one till included in your package. You buy the hardware separately.

Yes, from €99 per month per extra location. A location usually comes with its own equipment, configuration, users, stock location and payment setup, so we determine the price per situation.

That depends on your shop: the number of locations and tills, the size of your product range, your hardware, your payments, whether a webshop is added and what has to be migrated. We quote the implementation separately after an assessment.

The implementation pays for designing, configuring, migrating, testing and going live with your environment once. The monthly subscription pays for the management, maintenance and support afterwards.

Yes. Many shops start with Essentials or Retail and extend when the webshop, loyalty, extra tills or a second location are added.

If you have a physical shop with an integrated webshop, that webshop falls within Managed Commerce Retail depending on your package. Products and stock can then be shared between the till and the webshop.

Not automatically. Managed Commerce Webshop is mainly there for businesses whose main model is selling online. If you have a shop with a till and a webshop alongside it, Retail is the starting point.

Yes. Stock management is included in all three packages. Physically counting and keeping track of it stays work for your own team.

Yes, with supported scanners. With Retail and Retail Plus, mobile scanning is part of the environment. With Essentials it is an extension.

Yes, with Retail and Retail Plus. With Essentials they are available as an extension.

Card and contactless payments at the till, iDEAL and online payments for your webshop, and other methods the chosen payment solution supports. What fits your shop, we determine during the intake.

No. Transaction fees are separate from the monthly subscription. The rates depend on the payment method and the chosen payment solution, and are agreed in advance.

Your sales data can feed into a managed financial administration through Managed Finance . The bookkeeping itself does not fall within Managed Commerce.

Yes, through Managed Marketing. That is a separate service and does not fall within the Commerce subscription.

Often, yes. We first assess your current till, your catalogue, your stock, your prices, your customers, your hardware and your payments. After that we determine what we can migrate and what we set up again.

Often, yes, depending on the quality and format of your current data. A large product migration is project work and falls under the implementation, not under the monthly amount.

Sometimes. We work with hardware we know and can manage remotely. We assess your equipment and tell you honestly what stays usable and what is better replaced.

Then you get in touch and we solve it. Faults in the managed environment are ours to handle. What we agree about availability, we record in advance.

Technical faults and configuration problems in the managed environment, and help with regular functionality. Hands-on work such as entering large numbers of products does not fall under it.

We can, but not as regular support work. Large product entry, photography and catalogue migrations are quoted separately.

A managed digital sales environment for your restaurant. We set up the till, payments, kitchen and, if you want, online ordering, and then stay responsible for management, updates, monitoring and support. See Managed Commerce Restaurant.

Restaurants, lunchrooms, snack bars, cafés, bistros, takeaways and similar businesses that sell direct. From a single till to several workstations and channels.

Essentials is one managed till for a simple business. Restaurant adds service, kitchen, stock and loyalty with two workstations. Plus adds online ordering, takeaway and delivery with three workstations.

Restaurant Essentials €89 per month, Restaurant €159 per month and Restaurant Plus €249 per month, excluding VAT. Hardware, the one-off implementation and transaction fees are separate.

€35 per month per extra managed till, excluding VAT, on top of the number included in your package: 1 with Essentials, 2 with Restaurant and 3 with Plus. You buy the hardware separately.

For supported equipment that is not a regular till, such as an extra kitchen screen, an extra mobile till or a kiosk, the same rate of €35 per month per managed endpoint applies.

Yes, from €99 per month per extra location. A location usually brings its own equipment, configuration, users and payment setup, so we determine the price per situation.

That depends on your business: the number of workstations, the size of your menu, your hardware, your payments and what has to be migrated. We quote the implementation separately after an assessment.

Yes. Many businesses start with Essentials or Restaurant and extend when more workstations or channels are added.

Yes, and more than that. The till is the starting point. Depending on your package, service, kitchen, stock and online sales work from the same environment too.

Yes. With Restaurant and Plus, a kitchen screen is part of the environment. With Essentials it can be added as an extension.

Yes, where the chosen equipment supports it. With Restaurant and Plus, mobile ordering is part of the environment.

Yes. With Plus, online ordering is part of the environment. With Essentials and Restaurant it can be added as an extension.

Takeaway and click and collect are part of Plus. We support delivery flows where that is technically possible. Which form fits your business, we discuss during the intake.

Yes. With Restaurant and Plus, stock functionality is part of the environment. Physically counting and keeping track of it stays work for your own team.

Yes, with Restaurant and Plus. With Essentials it can be added as an extension.

A managed online sales environment. We set up your webshop, products, checkout, payments, shipping and stock, and then stay responsible for the technical management, updates, monitoring and support.

Yes, and more than that. The webshop is the visible part. Behind it sit your products, orders, payments, stock and integrations, and we manage those as well.

Small and medium-sized organisations for which selling online is the primary or a standalone sales channel: webshops, online retailers, brands selling direct, producers, makers and specialised webshops, including B2B.

Essentials is a clear webshop with a regular sales flow in one language. Webshop adds several languages, several users, blogs, filters, more extensive stock handling and standard integrations. Plus is for B2B, product bundles, more complex workflows, automation and more extensive integrations.

Essentials €69 per month, Webshop €119 per month and Plus €259 per month, all amounts excluding VAT. The implementation and transaction fees are separate.

That depends on your situation: the size and complexity of your catalogue, the number of languages, your checkout and payment setup, what has to be migrated, the integrations needed and whether B2B is added. We quote the implementation separately after an assessment.

We do not work with artificial product limits as standard. The right service level depends mainly on the complexity of your catalogue, processes and integrations. For exceptionally large or complex environments we assess in advance what is needed.

Yes. An additional managed webshop within the same environment costs €59 per month, excluding VAT, when the operations are largely shared. The implementation of that extra webshop is charged separately.

Yes. Many webshops start with Essentials or Webshop and extend when languages, filters, B2B, bundles or integrations are added.

This service is meant for businesses whose main model is selling online. If what you mainly have is a physical shop with a webshop alongside it, Managed Commerce Retail usually fits better.

Depending on the payment partner and the setup, iDEAL, payment cards, digital wallets and other online payment methods, among others. We work with selected partners such as Mollie, Adyen or Stripe.

Then you get in touch and we solve it. Faults in the managed environment are ours to handle. What we agree about availability, we record in advance.

Yes. Stock functionality is part of all three packages, more extensively with Webshop and Plus. Keeping your physical stock up to date stays work for your own team.

Yes. We can set up and manage shipping methods, rates, free-shipping rules, click and collect, collection options and supported carrier integrations. The packing and shipping stays with you or your fulfilment partner.

Yes, with Webshop Plus. Think of business customer accounts, customer segments, price lists and business sales flows. Complex wholesale or distribution processes we assess separately in advance.

Yes, with Webshop Plus. With Essentials and Webshop it is available as an extension.

Yes. Webshop includes several languages within a normal scope; Plus includes a more extensive multilingual environment. Essentials assumes one language. We manage the technical multilingual setup; you supply the translations.

Yes. We do not work with artificial user limits. With Webshop and Plus, more extensive user and permission configuration is part of the environment.

Yes. With Webshop we manage standard integrations; with Plus, more complex integrations too, within agreed management boundaries. A completely new complex integration is project work.

Often, yes. We first assess your current webshop, your products, your customers, your orders, your content, your URL structure, your payments and your integrations. After that we determine what we can migrate and what we set up again.

Often, yes, depending on the quality and format of your current data. A large product migration is project work and falls under the implementation, not under the monthly amount.

Not within the subscription. We manage the content functionality; writing product copy, blogs and marketing content falls under Managed Marketing or a separate project.

Yes. Your online sales data can feed into a managed financial administration through Managed Finance . The bookkeeping itself does not fall within this subscription.

Yes, through Managed Marketing. That is a separate service and does not fall within this subscription.

A bookkeeper processes your administration and often takes care of the tax returns and the year-end work. With Managed Finance we also do the work around it, depending on the package: monitoring processes, checking outstanding items, making the figures transparent and reporting.

Managed Finance Essentials from €295 per month, Managed Finance from €895 per month and Managed Finance Plus from €1,695 per month, excluding VAT. The one-off Finance Implementation is separate.

Largely, yes, and that is the intention. The difference is in the setup: a well-designed, automated workflow, a fixed point of contact and basic financial insight. If you are purely after the lowest price for bookkeeping, a traditional bookkeeper is often more sensible.

Not necessarily. Some organisations leave the tax returns and the year-end work with their accountant or tax adviser and the administration and insight with us. We agree that division in advance.

That depends on the state of your administration, the data that has to come along and the integrations needed. We quote the Finance Implementation separately, after a short assessment. If your environment is already set up well, the implementation stays limited.

Because size and complexity determine the work: transaction volume, the number of bank accounts, entities, sales channels, projects, grants and your VAT situation. The amounts stated apply to an organisation within the normal complexity of that package. We name the final price after the assessment.

We take care of the administration the VAT return follows from, and we can prepare that return. Whether we also file it is agreed per organisation. Where specialist tax knowledge is needed, we work together with a tax adviser.

We deliver an ordered administration and a year-end file, so that your accountant or tax adviser can take it from there. Preparing the annual accounts, and anything requiring a formal authority or opinion, we leave to the specialist equipped for it.

You do. We can prepare and check payment proposals, but you authorise the payment itself.

Yes. We work well alongside your existing accountant or tax adviser and deliver the information they need.

Yes. Many organisations start with Essentials and move up when they need more insight or reporting. We discuss that at the periodic review.

If you are purely looking for the cheapest bookkeeper, do not want to standardise your processes, or if complex tax advice or an audit opinion is your main question. In that case we would rather refer you to a party that fits better.

We carry out your recurring marketing: planning, turning your input into communications, publishing on the agreed channels, managing automated communications, measuring and improving. You buy a fixed service level with an agreed rhythm.

Managed Marketing Essentials from €295 per month, Managed Marketing from €895 per month and Managed Marketing Plus from €1,695 per month, excluding VAT. The one-off Marketing Implementation is separate, as are advertising budget and external production costs.

An agency is often strong on campaigns, branding and creative production. We focus on the monthly execution, so that the website, newsletter, social channels and automation keep running.

One subject or occasion you communicate about: an exhibition, a product, an event or a campaign. We process that single subject for several agreed channels. The condition is that you supply enough substantive information.

No. You do not have to deliver ready-made copy. We do need the raw substance: what it is about, what the occasion is and what the facts are.

Subjects, expertise, facts, product information, activities, news, dates and prices, available imagery, and timely feedback or approval where that has been agreed.

The channels we agree in advance and on which publishing is technically possible, for example LinkedIn, Facebook and Instagram. With Essentials that is a maximum of 2 channels.

Not as standard. Comments, private messages, complaints and customer service stay with you, unless we agree otherwise.

Not as standard. We work with the imagery you supply and with existing templates. Professional photography and video production we can arrange as a separate project or through a specialist.

Managing advertising campaigns does not fall under Managed Marketing as standard, and advertising budget is never included. If you want to advertise, we agree that separately.

Then we can publish less that month. Capacity is reserved per month and cannot be saved up indefinitely. Small shifts between weeks are no problem; if input keeps failing to arrive, we will raise it.

Where it fits, we use automation and AI as a tool to produce efficiently. The agreed human review and the quality remain our responsibility. Whatever goes out in your name has been looked at by people.

Not necessarily. We work a lot with systems we know well, but you are buying a managed marketing operation, not software. At the introduction we look at whether your current environment is workable.

That depends on the state of your current environment, the data that has to come along and the integrations needed. We quote it separately after a short assessment. If your environment is already suitable, it stays limited.

Because the work depends on the number of content moments, the number of channels, the amount of website work, the complexity of your automation, your reporting needs and the quality of the input supplied. The amounts stated apply at normal complexity.

Yes. Many organisations start with Essentials and move up when there is more to communicate or more channels become active.

No. We can control the execution, the structure and the measurement. Whether that leads to more customers also depends on your offer, your price, the market, the competition, your reputation, the season and your commercial follow-up.

A managed internal administrative function. We set up your recurring administrative processes, automate what can responsibly be automated, and then carry out and monitor those processes structurally.

Managed Backoffice Essentials €295 per month, Managed Backoffice €895 per month and Managed Backoffice Plus €1,695 per month, excluding VAT. The one-off Backoffice Implementation, large migrations and clean-up projects are separate.

Among other things document management, file management, contract administration, supplier files, subscription and licence registers, asset registration, internal forms, administrative onboarding and offboarding, data checks, deadline monitoring, administrative follow-up and recurring internal reports.

A virtual assistant usually provides available labour for a variety of tasks. Managed Backoffice works differently. We record in advance which administrative processes Digikwal manages, set them up as standardised and automated as possible, and then carry out those processes structurally.

An employee provides hours within your organisation and has to be recruited, onboarded and replaced by you. We provide a process that is set up, with automation, shared capacity and human review, without you organising a role for it yourself.

Bookkeeping, invoices, payments, bank reconciliation, VAT and financial reporting belong with Managed Finance. Backoffice is about the internal administration around it.

Newsletters, campaigns, content, social media and marketing automation belong with Managed Marketing.

Point of sale, webshop, checkout, products, stock functionality, orders and sales payments belong with Managed Commerce.

Yes. We record contracts, keep track of start and end dates, record notice periods and the people responsible, store documents centrally and flag renewal moments. The decision to renew or cancel stays with you.

The administrative side, yes: creating the file, collecting documents, tracking the checklist, registering assets, preparing standard documents and following up missing information. When someone leaves, we close the file administratively.

No. Recruitment, terms of employment, payroll, employment law advice, appraisals and dismissal decisions do not fall under Managed Backoffice.

Yes, administratively: company details, contacts, agreements, documents, expiry dates and completeness checks. We do not select suppliers, take purchasing decisions or pay invoices.

Yes. Think of laptops, phones, keys, access passes and terminals, with type, serial number, user, location, issue date and return status. Technical management of the equipment itself does not automatically fall under it.

Yes. We create files, record and classify documents, maintain a fixed structure, archive digitally, check administrative completeness and flag what is missing.

Financial administration, marketing execution, commerce management, legal advice, HR decision-making, large historical clean-ups, large data migrations, unlimited document processing, unlimited manual data entry and arbitrary one-off administrative assignments.

We look at the number of processes, the volume, the number of file and document flows, the frequency, the human handling needed, the exceptions, the degree of automation and the number of systems and people involved. The number of employees is context in that, not a formula.

The scope is the process register we record at the start. Within those processes we carry out the regular work. Unlimited capacity does not exist, and we do not promise it either.

For each step we look at whether it can be automated reliably, whether automation can prepare the step for someone to check, whether human execution has to stay, or whether the step can be dropped altogether. Automation handles the regular part. People watch the exceptions.

Then we discuss it. If the number of processes, the volumes, the exceptions or the human processing needed grow structurally, we adjust the scope or move to another package.

Yes. Many organisations start with Essentials or Managed Backoffice and extend when processes, volumes or departments are added.

That depends on the number of processes, the current state of your administration, the automation you want, the registers and templates we set up and what has to be migrated. We quote the implementation separately after an assessment.

A small change within an existing managed process can be part of the service. A completely new one-off administrative assignment is not automatically included.

No. Managed Backoffice is not a bundle of hours. We agree on processes and scope. Internally we of course keep track of how much capacity the service requires.

Digikwal provides a managed function, not an exclusively assigned employee. That is what makes it possible to carry out processes in a transferable way and leaves you less dependent on one person. You do get a fixed point of contact.

The choice of package determines the size and complexity of the backoffice function. Arrangements about response time and priority are made separately. So Essentials is not slower than Plus.