Enhanced Online Ordering Experience for Ad On Group's Customers

Ad On Group is a well-established Australian brand offering a range of services including offshore staffing, digital marketing, and on-hold messaging. Their web-to-print offerings enable businesses to easily order custom marketing materials such as brochures, signage, and promotional products. Cmsmart played a pivotal role in improving Ad On Group's online presence by streamlining their ordering journey, enabling easier service discoverability, and enhancing user experience through a restructured catalog. The transformation sharpened their customer workflow for product configuration, artwork submission, and order fulfillment, creating a more efficient and customer-friendly interface.

The challenge

Context and Problem

Ad On Group, with its diverse range of services, faced the challenge of presenting their web-to-print offerings effectively online. Customers needed a seamless way to navigate through product choices such as brochures, flyers, and signage while ensuring an easy ordering process from initiation to fulfillment.

Goals

The primary goal was to enhance the customer experience by simplifying the ordering process and improving the visibility of their services. This involved creating a more intuitive interface that would help potential buyers easily find what they were looking for and place their orders without delays.

The solution

Solution Overview

Cmsmart delivered a comprehensive enhancement of Ad On Group's online platform. By restructuring product categories and streamlining the ordering flow, the online ordering system became more user-friendly. Key features were implemented, including online product configuration and clear articulation of services, which allowed customers to visualize and personalize their orders more effectively.

Implementation Approach

The implementation was undertaken in phases, prioritizing user interface improvements, catalog restructuring, and the introduction of online design options. Routine feedback from Ad On Group helped guide the adjustments to match the customer's workflow.

Outcome

The collaboration led to an enhanced online presence for Ad On Group, making it easier for customers to find and order products. The new system reduced friction in the customer journey, ensuring that selecting options and submitting artwork was straightforward. Overall, CMSMART's contributions positioned Ad On Group to better serve customers while clearly showcasing their service portfolios.

What the workflow covers

Clearer service discoverability

Improves how offerings are grouped and presented so customers find the right print or marketing item faster, especially when your business spans multiple service lines.

Faster ordering with fewer mistakes

Standardizes product options and required fields so customers provide the right details upfront, reducing manual clarification and rework.

Smoother artwork collection

Creates a consistent process for requesting, receiving, and organizing artwork so the team always knows what’s missing and what’s approved.

Better internal handoffs

Routes requests to the right people at the right time, improving coordination between sales, design, and fulfillment without relying on manual forwarding.

Consistent customer updates

Automatically keeps customers informed during key stages like quote received, proof ready, and order confirmed—reducing inbound follow-ups.

Improved onboarding experience

Supports a professional start with welcome communications and an optional introductory meeting step so customers know what happens next.

More visibility for owners and managers

Creates a clearer picture of what’s in progress, what’s waiting on artwork, and what’s ready for production so you can prioritize work and prevent delays.

Scales as order volume grows

Reduces reliance on manual admin steps, making it easier to handle more orders and more product variations without adding the same level of overhead.

What clients say

Ordering feels much more intuitive

Customers can find what they need faster, and the path from selecting options to submitting artwork is clearer. It reduced confusion and improved the overall experience.

modernrifleman

Strong foundation, needs light tailoring

The workflow is a great starting point and made our ordering journey more customer-friendly. We did need minor adjustments to match our internal steps, but overall it delivered value quickly.

rasskazy

Less back-and-forth on artwork

We now collect the right files and details earlier in the process. The team spends less time chasing information and more time delivering jobs.

iniyan

Better structure across categories

The catalog structure is easier to navigate and makes our services easier to understand. That alone helped reduce basic enquiries that used to slow down ordering.

Rupali Soni

Cleaner handoff from sales to production

Requests no longer get lost between people. Each order has the key info captured consistently, which made fulfillment smoother and reduced internal follow-ups.

carlosleontejero

Questions about this project

It reduces customer confusion when choosing products and options, cuts down email back-and-forth for artwork, and standardizes how orders move from enquiry to confirmation to fulfillment. Pro plans are recommended if you want reliable notifications and audit trails.

Not necessarily. This can work with guest checkout or account-based ordering depending on your storefront setup. If you want stronger tracking, repeat ordering, and better customer history, a paid plan can support more robust flows.

It’s best for print and marketing businesses offering web-to-print style ordering (custom brochures, flyers, signage, and similar) that want clearer catalog navigation, smoother artwork collection, and faster internal handoffs. A paid plan helps with monitoring and ongoing improvements.

You can collect artwork via upload links or shared storage and attach it to the order record so the team always has the latest files. If you need advanced rules (file type checks, reminders, approvals), consider a paid plan for a more stable setup.

Yes, you can send confirmations and status updates when key milestones are reached (for example, artwork needed or proof ready). A paid plan helps ensure deliverability, retries, and better visibility if messages fail.

Yes. You can start with a quote request, capture specifications, and convert it into an order once approved. For multi-step quoting and automated follow-ups, a paid plan is a better fit.

Yes. You can route by product category, service type, or customer segment so requests reach the right inbox or team member. If you need more complex routing and reporting, Pro is recommended.

You’ll need a clear product/category structure, basic email templates, and a defined internal handoff process (sales → design → production). If you want guided setup and testing, choose a paid plan.

If your catalog and messaging are already defined, setup is typically quick. If you need category restructuring, new templates, and routing rules, it can take longer. A paid plan helps speed this up with priority support.

Yes. You can generate simple operational reporting such as order volume by category, time waiting for artwork, and common customer requests. For richer dashboards and automated reporting, Pro is recommended.

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Enhanced Online Ordering Experience for Ad On Group's Customers

The challenge

Context and Problem

Goals

The solution

Solution Overview

Implementation Approach

What was built

How it fits the order workflow

Outcome

What the workflow covers

What clients say

Questions about this project

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