Enhancing the Online Ordering Journey for Print Services and Products

Étapes Print is a leading online commercial printing service specializing in a wide range of products including business cards, flyers, posters, and promotional items. Their easy-to-use platform allows customers to place orders with various speed options for production, all while ensuring a seamless artwork submission process. CMSMART helped enhance the client’s online presence by streamlining the customer ordering journey. This included improving service discoverability, categorization, and artwork upload processes, ultimately leading to a better user experience for professional and B2B customers. The simplified steps for selecting products and submitting artwork reduced friction, enabling faster service and increasing customer satisfaction.

The challenge

Context and Problem

Étapes Print operates as a prominent online print service in France, providing an array of printing products such as business cards, flyers, large-format posters, and promotional items tailored for B2B customers. Despite their strong service offerings, the existing online ordering and customer journey posed challenges. Customers found it difficult to navigate through varied product categories and options while submitting artwork for their orders. These hurdles often resulted in longer resolution times and customer dissatisfaction.

Goals

The primary goal was to create a cohesive and intuitive online ordering experience that would streamline the customer journey from product selection to final delivery. This involved enhancing the visibility of the wide range of offerings while simplifying the artwork upload process and reducing manual steps across the entire ordering procedure.

The solution

Solution Overview

CMSMART collaborated closely with Étapes Print to redesign their website's ordering workflow. This included a refined catalog structure, better service categorization, and an upgraded platform that facilitates easier file uploads and artwork designs. By providing a more user-friendly interface, they improved how customers interact with the services.

Implementation Approach

The implementation was carried out in phases, beginning with an analysis of the existing user experience and identifying pain points in the ordering process. A series of workshops and user testing sessions helped establish the requirements, leading to the development of an updated ordering journey that addressed these complications.

How it fits the order workflow

The transformed ordering process fits neatly into the client's workflow by allowing customers to select a product, upload their artwork, validate proofs, and complete payments—all facilitated by an enhanced online platform. This integrated approach not only enhances the user experience but also reinforces the brand's dedication to quality service and customer support.

Outcome

As a result of this initiative, the ordering process became more efficient, leading to visibly improved customer satisfaction due to a faster and more intuitive experience. The structure now allows users to seamlessly move from quote to proof, and finally to production, ensuring a streamlined fulfillment process. Overall, the collaboration has positioned Étapes Print as a more competitive player in the online printing market.

What the workflow covers

Faster online ordering

Reduces friction from browsing to checkout by keeping product options and next steps clear, helping professional buyers place orders with fewer interruptions.

Cleaner artwork intake

Collects files and essential print details early so your team spends less time chasing missing information and more time producing.

Smoother proof approvals

Adds a structured proof step that’s easy to follow, improving clarity for customers and reducing the risk of printing the wrong version.

Rush orders stay on track

Prioritizes urgent jobs by automatically flagging and routing them, helping meet tight production windows without relying on manual sorting.

Fewer manual handoffs

Automatically shares order details with the right internal people at the right time, reducing copy-paste work and missed steps.

Consistent customer updates

Sends timely status messages from order confirmation through shipping, improving trust and reducing follow-up inquiries.

Better operational visibility

Keeps a clear view of where each order is in the journey—awaiting artwork, awaiting approval, in production, shipped—so teams can act early on delays.

Scales with growing B2B volume

Supports larger catalogs and recurring professional orders by standardizing the flow, making it easier to maintain quality during peak periods.

What clients say

Great foundation, needs tailoring

The template is a strong starting point, but you’ll want to adjust it to your exact categories and wording for customer messages. After tuning, it fits nicely into day-to-day operations.

AZ WIKI

Ordering flow feels much clearer

We tightened the steps from product selection to submission, and customers now understand what to do next without calling. The overall journey is more professional and consistent.

agazounonroland

Artwork collection is less painful

The automation helped us gather files and key specs up front. We spend less time chasing missing elements and can start proofing sooner.

Ramesh Khanal

Proof approvals are easier to manage

Having a structured approval moment before production reduced confusion and made internal follow-up simpler. It also reassures customers that nothing prints without their confirmation.

nadjibs

Rush work is prioritized properly

Jobs with faster production speeds are automatically highlighted, so the team doesn’t miss urgent orders during busy periods. That alone removed a lot of stress.

francescosche

Questions about this project

Yes. Orders can be tagged and routed by turnaround speed so urgent work is surfaced immediately and handled first. If your rush volume is high, a paid plan helps with faster alerts and better oversight.

Common updates include order received, artwork needed, proof ready, proof approved, in production, shipped, and delivery follow-up. You can tailor messaging and timing; paid plans help with higher sending limits and monitoring.

It’s designed for online print providers serving professional and B2B buyers—especially those selling multiple product categories and offering different production speeds (standard/express/rush). A paid plan helps when you need monitoring and reliable notifications.

It supports the flow from product selection and order capture through artwork submission, proof approval, payment status checks, and production/shipping updates. You can enable only the steps you need, and a paid plan makes it easier to scale.

Yes. It can trigger proof notifications, track approval status, and only move work forward when the customer confirms. This is especially helpful for preventing costly mistakes; a paid plan improves tracking and reliability.

It can prompt customers for required file details, collect missing information, and flag common issues before production begins, reducing rework and delays. For more advanced checks and alerts, consider a paid plan.

Yes. You can map categories to different internal paths (for example, banners vs. business cards) so the right team sees the right details. If you have many categories, a paid plan helps keep rules organized.

A basic setup can be done quickly if your product list and statuses are already clean. If you need detailed category rules, proof steps, and notifications across multiple teams, plan extra time—paid plans help with support and stability.

No. It complements your existing storefront by automating the behind-the-scenes steps and communication. You keep your current website and tools; the automation reduces manual coordination.

Have your catalog categories, order statuses, proof/approval rules, and customer message templates ready. Also confirm who owns inboxes and production queues. A paid plan is recommended for go-live monitoring and priority help.

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Enhancing the Online Ordering Journey for Print Services and Products

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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