Corporate & B2B portals

Enhancing Customer Experience for a Local Print Shop Through Improved Online Ordering

Coast Print, a local commercial printing shop based in Torquay, Victoria, offers a wide range of print products including business cards, flyers, and signage, combined with online design options for enhanced customer experience. CMSMART played a pivotal role in streamlining their online presence, enabling a more efficient ordering process across various product categories. Customers can easily navigate the site to select products, customize their orders through intuitive workflows, and upload artwork seamlessly. This transformation not only improved service discoverability but also enhanced overall customer satisfaction by simplifying the ordering and design process.

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Enhancing Customer Experience for a Local Print Shop Through Improved Online Ordering - project preview

The challenge

Context and Challenge

Coast Print provides a comprehensive selection of print products tailored for both businesses and individual customers, including standard and specialty options for business cards, flyers, posters, and more. The local print shop faced challenges in showcasing its full range of services effectively, particularly the online ordering system which needed to be more intuitive and customer-friendly.

Goals

To enhance the customer experience, Coast Print aimed to improve the online ordering process, ensuring customers could easily navigate the product offerings, customize their orders, and upload artwork efficiently. The goal was to create a seamless path from product selection to order fulfillment, ultimately increasing customer satisfaction and order volume.

The solution

Solution Overview

CMSMART provided a detailed assessment of Coast Print's online presence, leading to the development of a streamlined online ordering experience. By reorganizing the product catalog into clear categories and enhancing the visibility of essential services, CMSMART enabled a user-friendly interface where customers could effortlessly browse, configure, and order various print products.

Implementation Approach

The implementation encompassed several phases, including an initial audit of the existing website, identification of pain points in the user journey, and strategic restructuring of product offerings. Each phase incorporated feedback from Coast Print to ensure alignment with their business objectives.

What was built

  • Intuitive online ordering system that simplifies product selection and customization.
  • Clear categorization of products, allowing for easier navigation and service discovery.
  • Streamlined workflow for artwork submission, including options for customers to upload files directly or utilize online design tools.
  • Enhanced overall user experience that reduces friction during the ordering process.

How it fits the order workflow

The new online ordering system fits seamlessly into Coast Print's operational workflow, guiding customers from product selection through to proofing and final production. This coherent structure not only showcases their service menu effectively but also demonstrates their commitment to customer-centric solutions in the competitive print industry.

Outcome

As a result of CMSMART's enhancements, Coast Print experienced a significant improvement in the customer journey, with reduced barriers for customers browsing and ordering products. The clear categorization of services and the easier ordering flow facilitated a greater number of completed transactions and contributed to faster turnaround times for orders, fulfilling the brand's promise of delivering quality print services promptly.

What the workflow covers

  • Faster, clearer ordering

    Customers can find the right print product, choose options, and place an order with fewer questions, reducing delays caused by unclear requirements.

  • Cleaner product discovery

    Improved catalog structure helps customers navigate categories confidently, making it easier to discover services beyond your most common items.

  • Smoother artwork submission

    A more guided upload flow reduces missing files and mismatched artwork, helping production start sooner and minimizing rework.

  • Better proofing readiness

    More consistent file and specification handling supports a clearer proofing step, so approvals happen faster and with fewer corrections.

  • B2B repeat-order efficiency

    Partner storefront experiences make reordering branded materials easier, with access to saved templates and brand assets for consistent outputs.

  • Reduced manual back-and-forth

    Fewer follow-up emails and calls are needed when the order form, options, and file submission steps capture the right information upfront.

  • More consistent customer updates

    Customers stay informed through key ordering and approval stages, improving trust and lowering “where is my order?” messages.

  • Scales across product lines

    Works well as you add more print categories and variations, helping maintain a consistent experience even as the catalog grows.

What clients say

B2B partners love the branded experience

Repeat business customers now have a cleaner way to reorder and access their templates and brand assets. It’s reduced friction for ongoing accounts.
Lucas Mand

Strong outcome after some tuning

We needed a bit of tailoring to match our internal process, but once aligned, the end-to-end ordering journey became much smoother for customers and staff.
Thomas

Improved artwork handling and fewer errors

The artwork submission steps are more consistent, which has improved handoffs into production. It’s easier to spot issues early and avoid last-minute changes.
CajonTitoo

Ordering flow finally feels simple

Customers can get to the right product, choose specs, and submit artwork without getting stuck. Our team spends far less time clarifying basics after checkout.
zykatomas

Much better structure for print categories

The storefront organization is clearer, so people actually find services they didn’t notice before. It’s helped us present our range in a more professional way.
ronen ben tzion

Questions about this project

Basic setup can be done quickly if your catalog and order steps are already clear. If you want branded partner storefronts and template rebuilding, allow more time for review and testing. Pro plans help speed rollout with priority support.

Yes. It can be configured to support separate branded experiences with access rules (shared vs. private items) and partner-specific areas for templates, brand assets, and order history.

It’s designed for local and regional print businesses offering items like business cards, flyers, posters, signage, and branded collateral—especially teams that handle custom artwork and repeat B2B orders.

It streamlines how customers browse print categories, configure options, upload artwork, and move into proofing/production steps, so your team receives consistent order information with fewer follow-ups.

Customers can typically upload files directly, and you can also offer online design options. The exact experience depends on your chosen design and proofing tools and how you configure product rules.

It’s intended for ecommerce print storefronts and can be adapted to many catalog structures. A quick discovery of your product types, options, and proofing flow is recommended before going live.

You can configure a clear “hold for artwork/proof” step and trigger customer follow-ups, reducing manual chasing. For best reliability and monitoring, a Pro plan is recommended.

By encouraging consistent file submission steps, clearer specifications (like safe zones/bleed where relevant), and better handoff details for production—helping you catch problems earlier and avoid rework.

Customer files should be stored securely with access limited to the team members who need them for production. You’re responsible for meeting your local privacy obligations and setting retention rules.

Unmodified template purchases are eligible for a 7-day refund request. Once tailoring or deeper setup work is delivered, it’s typically non-refundable. If available, try a free option first to validate fit.

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