Corporate & B2B portals

Streamlining Client Ordering Journey and Improving Service Discoverability

Cmsmart focused on enhancing the online presence of the client's services, simplifying the ordering process and ensuring effective product and service discoverability. Our efforts significantly improved the client's catalog structure and user experience, catering to the diverse needs of customers looking for business cards, flyers, signage, and other print materials. By creating a more streamlined online ordering journey, Cmsmart facilitated not only a better customer experience but also fostered business growth for the client.

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Streamlining Client Ordering Journey and Improving Service Discoverability - project preview

The challenge

Context and Problem

The client specializes in providing a range of print products including business cards, flyers, posters, plans, and signage. They needed to enhance their online presence to effectively cater to diverse customer needs while simplifying the ordering process. The existing structure lacked clarity in service discoverability and coherence in the customer journey.

Goals

The primary objectives were to improve the online ordering experience, enhance the discoverability of services, and create a more intuitive catalog structure that could showcase the client's wide array of offerings.

The solution

Solution Overview

By leveraging customized solutions, Cmsmart delivered a refined online platform which allowed for easier navigation and a more organized catalog. The enhancements included clearer categories for services, streamlined ordering flows, and a portfolio-ready structure for showcasing products. The solution aimed to reduce friction in the customer journey from selection to artwork submission.

Implementation Approach

The implementation was executed in high-level phases focusing on understanding the client's existing workflow, redesigning the service categorization, and integrating a user-friendly ordering process. This approach ensured a seamless transition for both the client and their customers.

What was built

  • Facilitated online ordering and product configuration.
  • Enabled easy artwork upload for print product fulfillment.
  • Provided options for customers to design products directly online.
  • Improved categorization of products and services for better discoverability.
  • Enhanced the overall user experience through an intuitive layout and clear navigation pathways.

How it fits the order workflow

The optimized platform fits seamlessly into the client's workflow, allowing for quotes to be provided quickly, artwork to be submitted efficiently, and production to begin with minimal delay, significantly enhancing the fulfillment process.

Outcome

Clients reported increased satisfaction with the ordering process and a smoother journey in selecting products and submitting requests. The enhanced discoverability of services allowed customers to find exactly what they needed quickly and efficiently. Overall, the changes implemented helped the client's business thrive by meeting customer needs more effectively.

The outcome is described qualitatively. No measured figures were published for this project.

What the workflow covers

  • Clearer product discovery

    Helps customers find the right print product faster with improved categorization and a more intuitive browsing experience.

  • Smoother ordering journey

    Guides buyers through selection, configuration, and next steps so fewer orders drop off due to confusion.

  • Fewer artwork delays

    Reduces stalled orders by prompting for missing files, clarifying requirements, and keeping the handoff consistent.

  • Better customer communication

    Automatically sends timely updates so customers know what’s happening—reducing inbound “any update?” messages.

  • Less manual admin

    Cuts repetitive copy-paste and manual follow-ups by standardizing what happens after an order is placed.

  • Cleaner internal handoffs

    Keeps production moving by ensuring the right details and files are captured before work begins.

  • Consistent catalog experience

    Creates a portfolio-ready structure for showcasing products and services in a way that’s easy to expand as you grow.

  • More scalable operations

    Supports higher order volume with fewer mistakes and more visibility across ordering, proofing, and fulfillment steps.

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