Apparel & merch

Enhanced Online Ordering Experience for Customized Merchandise Fulfillment

Merch38 is a B2B platform dedicated to helping businesses and brands maximize profitability through custom printed merchandise. The easy-to-use platform offers options for apparel and merchandise with quick fulfillment and shipping through its network of affiliate printing partners. CMSMART played a crucial role in enhancing Merch38’s online presence by streamlining its ordering journey and improving service discoverability. By restructuring the website's catalog, simplifying the buying workflow, and enabling efficient design uploads, the platform allows clients to order with ease while enjoying a seamless fulfillment experience.

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Enhanced Online Ordering Experience for Customized Merchandise Fulfillment - project preview

The challenge

Challenges

The company aimed to enhance its online ordering process to meet the growing demand for fast and quality merchandise. Existing challenges included a complicated navigation structure and a less-than-optimal ordering experience, which hindered potential sales and customer satisfaction.

Goals

The primary goal was to improve the overall customer journey by making it easier for clients to discover products, place orders, and submit artwork for customizations. The intention was to build a more intuitive interface that supports Merch38's B2B focus.

The solution

Overview

Merch38 specializes in providing businesses with customized printed merchandise and fulfillment services. With a focus on delivering high-quality products, including custom apparel and promotional items, Merch38 addresses the needs of diverse clients who demand efficient, flexible and reliable solutions.

Solution Overview

CMSMART engaged with Merch38 to overhaul its online presence. This transformation included optimizing product categories, clarifying service offerings, and refining the ordering workflow. The redesigned platform showcases a comprehensive portfolio of items, making it easier for businesses to navigate.

Implementation Approach

The implementation was executed through several focused phases, beginning with a thorough examination of the existing site structure. Following this analysis, CMSMART created a strategic plan for a user-centric redesign, which was then executed with detailed attention to service organization and client workflow.

What was built

  • Clearer product categorization for streamlined browsing.
  • Enhanced online ordering interface to reduce friction in selecting options.
  • Artwork upload capabilities to facilitate easier customization.
  • Improved integration of design assistance features.

How it fits the order workflow

With the new system in place, clients navigate seamlessly from product selection through to receipt of their custom merchandise. The enhanced process involves clear quoting, easy submission of artwork, followed by efficient order fulfillment. This alignment highlights the value of CMSMART's contributions in enhancing both user experience and operational efficiency for Merch38.

Outcome

The collaboration culminated in a smoother and more engaging ordering process for customers, with faster turnaround times for merch production. The more organized structure allows clients to easily find what they need, improving overall satisfaction.

What the workflow covers

  • Faster path from order to production

    Captures the right order details and artwork early so production can start without delays or repeated follow-ups.

  • Cleaner catalog navigation

    Improves product and service discoverability so B2B buyers can quickly find the right apparel, accessories, and service speed options.

  • Fewer ordering mistakes

    Standardizes required fields (sizes, quantities, print notes, delivery method) and flags missing information before fulfillment begins.

  • Stronger rush-order handling

    Helps prioritize same-day/next-day requests with clearer internal routing and customer expectations, reducing last-minute confusion.

  • Better artwork file management

    Keeps design uploads attached to the correct order and reduces the risk of lost files, wrong versions, or unclear instructions.

  • Consistent customer communication

    Automates confirmations and status updates to reduce support messages while keeping buyers informed from checkout to delivery.

  • Smoother handoffs across teams

    Creates a consistent flow between sales, design assistance, production, and shipping so responsibilities are clear and work moves faster.

  • More scalable operations

    Makes it easier to handle more orders without adding manual admin work, especially for repeat corporate buyers and ongoing merch programs.

What clients say

Clearer handoffs from checkout to fulfillment

The workflow makes it obvious what’s needed next—whether it’s artwork, production, or shipping details—so orders don’t stall.
sharatnair

Artwork collection is no longer a bottleneck

Design uploads are captured in a consistent way and tied to the right order. Our team spends less time chasing files and more time producing.
eprince

Rush requests are easier to prioritize

We can quickly separate standard orders from time-sensitive work and keep everyone aligned on what needs to be produced first.
Sameer Dubey

Ordering is finally simple for our business customers

We cleaned up the catalog experience and the steps customers follow to place a custom order. Fewer questions come in, and buyers get through the process much faster.
aliasdomino

Great foundation, needed a little tailoring

The template covered most of what we needed, but we still had to adjust a few fields and messages to match our catalog and delivery options. After that, it ran smoothly.
rlawal27

Questions about this project

It’s designed for B2B custom merchandise and apparel businesses that need a smoother online ordering journey, artwork collection, and a clear path from order to fulfillment—especially when offering rush printing and local delivery options.

It focuses on making products easier to discover, reducing friction during checkout, capturing customization details, and ensuring artwork files and notes are collected early—so production and shipping can start faster.

Yes. You can set rules to separate standard vs. rush flows so the team sees clear priorities and the customer receives the right expectations. For reliability and monitoring across multiple flows, a Pro plan is recommended.

It can be configured to route orders into local courier vs. carrier shipping based on destination and service choice, and keep fulfillment instructions consistent. Pro users typically get faster help validating these rules.

It can auto-send key updates like order confirmation, artwork received, and shipping or delivery status. If you want branded emails, better deliverability, and tracking, Pro is a better fit.

It can collect design files, link them to the order, and prompt customers for missing details. You can also tag orders that need design assistance so nothing gets stuck before production.

That’s the main goal: standardize what information is required per order and automatically flag incomplete orders for follow-up before they reach production. Pro plans help add extra safeguards and alerts.

A basic setup can be done quickly if your catalog structure and order steps are clear. More complex needs—rush rules, multi-location fulfillment, and richer reporting—take longer and are best supported on Pro.

Plan to update categories, product options, and messaging as offerings change, plus occasional checks to ensure notifications and file collection stay consistent. Pro plans help with monitoring and priority assistance.

Yes. You can map your categories (e.g., tees, hoodies, youth, totes) and define the fields you need for printing. If you need a tailored setup across many product lines, consider a paid plan.

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