Frequently asked questions about back office outsourcing

We can handle daily mail, serial and bulk correspondence, document workflows and scanning, printing and inserting, business envelopes, corporate printing, administration and BPO, finance and receivables, project teams and selected multilingual processes. We also design websites. The scope may cover one step or the entire workflow.

No. You can outsource one task, a selected stage or the full process. Cooperation may begin with a pilot and expand after quality, deadlines and reporting have been confirmed.

Yes. Daily mail most often comes from clients in Warsaw. A client in another Polish city can courier their own ready letters or printed documents needing preparation and inserting. We register tracked items in posting books, prepare ordinary-mail summaries and post them. Clients can also upload files to the Document Server for preparation, printing, inserting and delivery by post, courier or email to the specified address. For companies operating across Europe, transport, languages and local requirements are agreed for each process.

The agreed scope may include collection, preparation of outgoing items, registration, dispatch, confirmations, scanning, reporting and returns. The schedule and collection points are agreed during implementation.

Daily mail covers a company's ongoing items. Serial and bulk mail covers larger data-driven batches, including personalisation, printing, folding, inserting, dispatch, confirmations and returns.

Yes. The issuing institution provides the notice content, recipient data and instructions. We prepare and post items under the agreed procedure, register posting evidence and returns, and submit postal claims within the agreed scope. Separately, we can intake and route ticket return requests; approval and refunds remain with the ticket issuer. Returned-mail and claims handling may also support other mailings.

Yes. We can prepare data, print and fold documents, insert them automatically and hand them over for dispatch. Production parameters, quality control and reporting are agreed before delivery.

Book through the Collections portal. Standard collection dates are the available working days shown in the calendar. Same-day collection uses the Prime Time tariff in Warsaw and other cities, subject to DHL availability. If it is no longer available, the portal offers a standard date and recalculates the price before confirmation.

There is no single fixed window for every address. After DHL accepts the booking, we show the estimated hours for that collection. This is a predicted window, not a guaranteed arrival time.

Yes. The form has a courier instructions field for the envelope location, limited to 50 characters, for example “Envelope at ground-floor reception”. We send these instructions to DHL when booking the courier. Other order notes are entered separately.

Cancel from your order in the portal or using the button in the label email. A booked pickup requires cancellation confirmation from DHL. We do not charge the price of an unperformed pickup successfully cancelled with DHL, or an order cancelled before the planned window starts if it has not yet been booked with DHL. Work already performed and justified costs require separate settlement. Recurring schedules follow the signed agreement.

Portal orders and balances are paid online through Stripe in PLN; ongoing clients are billed under their agreement. A pro forma is a cost estimate. Invoices cover services performed, subject to statutory requirements. If no service was performed and no amount is due, no invoice or debit note is issued for the collection. Any compensation outside VAT needs a separate basis and debit note. An amount due for refund is distinct from a refund confirmed by Stripe.

No. DHL first delivers the mail to BackOffice. After receipt and processing, we post the letters with the postal operator under the ordered scope. The full rules are in the Collections portal terms. Full collection terms

e-COK organises mail handling and gives authorised users access to agreed statuses, costs, documents, confirmations and complaints. The visible data depends on the service in use.

The Document Server provides a secure place to transfer files required for a process and receive agreed materials. It can support daily mail, bulk jobs, document workflows, print and special projects.

No. e-COK primarily provides process and status control, while the Document Server is used to exchange files. They can work together within one workflow.

We produce letterheads, business cards, folders, leaflets, brochures, forms and other corporate materials. Technology, paper, finishing, volume and lead time are selected for each project.

Yes. We can perform recurring administration, data entry, registers, deadline control, reporting and agreed finance or receivables support. Responsibilities are documented before launch.

Yes. We provide resources for permanent, seasonal and project work. We also design mobile-ready business websites with essential SEO, launch and optional hosting.

We map the current process, volumes, deadlines, data, exceptions and responsibilities. We then agree file transfer, reporting, tests and the launch date. A pilot is recommended for larger changes.

We apply agreed access, transfer, registration and process-control rules. Personal data, confidentiality, retention and deletion requirements are documented for the service scope.

Pricing depends on the process, volume, frequency, personalisation, materials, deadlines, location and reporting. After a short review we prepare a specific quotation.

For agreed services we define contacts, escalation and reporting. Frequency and data are adapted to the process and the client's team.

Yes. We assess supplied procedures, standards, supplier questionnaires and applicable sector requirements against the actual service scope.

Where applicable, we consider relevant guidance, supervisory expectations, the parties' obligations and cooperation with authorised authorities.

Control scope, access to information and delivery evidence and audit cooperation are agreed in implementation and contractual documentation.

We agree roles, authorisations, access, transfer, retention, confidentiality and document handling. Safeguard details are shared only with authorised persons.

We agree notification, escalation, communication, continuity and recovery arrangements suitable for the service scope.

Subcontractor rules, required information, consent or notification and delivery and processing locations are agreed to client requirements.

We tailor SLA, KPIs, checkpoints, reporting, exception handling and escalation routes to the specific process.

We document secure transfer of data, documents, knowledge and accountability to preserve process continuity and control.

Credit Controlling focuses on receivables, contractor risk, soft collections and KPIs. Finance and accounting processes cover AP, RTR, inventory and cost accounting, controls and process documentation.

The scope may include receivables and due-date monitoring, ageing reports, contractor risk analysis, soft collections, finance and management reporting and agreed KPIs.

We support agreed Accounts Payable, Record to Report, inventory and cost accounting, internal control, compliance, audit data and process documentation activities.

Yes. We can work remotely in client-provided ERP, workflow and ticketing systems under the client's procedures and security policies, without local data storage.

A dedicated specialist, process outsourcing or a hybrid model can be used. Responsibility, schedule, SLA, KPIs and reporting are agreed individually.