Corporate & B2B portals

Transforming Online Ordering for Custom Print Services

This client specializes in providing personalized print solutions ranging from business cards to large format signage. CMSMART played a pivotal role in refining their online ordering journey, ensuring an intuitive interface and seamless customer experience. By simplifying the product discovery and ordering processes, customers can easily find, configure, and upload designs for their print products, enhancing overall satisfaction and engagement.

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Transforming Online Ordering for Custom Print Services - project preview

The challenge

Context and Challenges

The client operates in the competitive landscape of custom print services, offering a diverse range of products including business cards, flyers, and promotional signage. Customers faced challenges in navigating the product offerings and completing orders efficiently, leading to potential drop-offs in the buying process.

Project Goals

The primary objectives included improving service discoverability, streamlining the ordering flow, and enhancing the overall user experience. The focus was on creating an engaging platform that supports custom designs and easy order placement.

The solution

Business Solution Overview

CMSMART implemented tailored e-commerce solutions to improve the client's online presence. The enhancements provided a more structured catalog that allowed potential customers to browse offerings effortlessly. Customers now enjoy an intuitive interface, which facilitates product selection, configuration, and design upload processes, resulting in a smoother transaction experience.

Implementation Approach

The development proceeded in several phases:

  • Discovery Phase: Analyzing current workflows and pain points in the customer journey.
  • Design and Development: Creating a clear, engaging online catalog with improved navigation and product configuration options.
  • Testing and Feedback: Conducting user testing sessions to gather feedback and make necessary adjustments.

What was built

  • Intuitive online ordering system for easy navigation and product selection.
  • Options for customers to configure their print products with custom attributes (e.g., paper type, size, and finish).
  • Artwork upload functionality to facilitate seamless design submissions.
  • Enhanced user experience through clearer service categorization and improved customer journey flow.

How it fits the order workflow

The improvements facilitate the client's workflow by ensuring that customers can easily transition from browsing to ordering, thereby streamlining the quotation, proof approval, and production processes. This comprehensive solution brings every aspect of their services into a single, user-friendly platform.

Outcome

The project successfully delivered a refined ordering experience. Customers can now quickly find and order their desired print products with minimal friction, leading to faster turnaround times. The broader and better-organized catalog, along with enhanced discoverability of services, has significantly improved customer satisfaction. Overall, the solutions enabled easier product configuration and seamless design submissions, aligning perfectly with the client’s objectives.

What the workflow covers

  • Faster ordering with less friction

    Helps customers find the right print product, choose options, and complete checkout more smoothly—reducing drop-offs caused by confusing steps.

  • Cleaner handoff to production

    Captures key specs (size, stock, finish, quantity) in a consistent format so production teams spend less time clarifying details.

  • Fewer artwork-related delays

    Standardizes artwork uploads and instructions, reducing missing files, wrong formats, and repeated follow-ups before work can start.

  • More transparent customer communication

    Automates confirmations and status updates so customers stay informed and your team receives fewer “status check” messages.

  • Reduced manual admin work

    Cuts repetitive steps like copying order info, chasing assets, and sending routine notifications—freeing staff for higher-value work.

  • Better service discoverability

    Promotes clearer catalog structure and product categorization so customers can browse services more confidently and choose the right solution.

  • Improved consistency at scale

    Makes your ordering and intake process more repeatable during peak periods, helping you handle more orders without increasing mistakes.

  • Smoother quote-to-order flow

    Supports a more streamlined path from selection to final order details, making it easier to align pricing, specifications, and production readiness.

Questions about this project

It’s ideal for print and signage businesses that sell customizable products online—such as business cards, flyers, banners, and similar items—where customers must choose options and upload artwork before production.

Not necessarily. The workflow can support guest checkout or account-based ordering depending on your storefront settings. If you want stronger re-ordering and proof tracking, a paid plan can help you run more reliable, always-on automations.

Yes. You can set up automatic messages for confirmation, proof-ready, in production, shipped/ready for pickup, and more. Message volume may impact email/SMS costs, so review your sending provider’s pricing.

Yes. You can insert an approval checkpoint so the team can request changes or confirm artwork before moving forward. Many businesses use a paid plan for better tracking and fewer missed approvals.

Customers can upload their files during the ordering flow. You can also add checks such as required file types or mandatory notes. For higher stability and monitoring of file-related steps, consider a paid plan.

Yes. It’s designed to support configurable attributes so customers can select the exact specifications. You’ll need to map your current product options so the order details stay consistent from checkout to production.

Basic setup can be done quickly if your product catalog and ordering rules are already defined. If you need deeper customization for many product types and options, allow more time for mapping and testing.

Have your product categories, option lists (sizes/finishes), file requirements, standard turnaround policies, and customer notification wording ready. Also confirm which inbox or team should receive order and artwork alerts.

Yes. You can tailor routing and notifications based on fulfillment method, including pickup instructions or shipping updates. If you want more advanced branching and monitoring, a paid plan is recommended.

Free users can use the template as-is without commercial support. For priority help, monitoring, and faster resolution—especially when orders are time-sensitive—upgrade to a paid plan.

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