Corporate & B2B portals

Transforming Online Ordering and Service Discovery for Marketing Solutions

Quad is a global leader in marketing experience, offering integrated solutions that simplify the complexities of marketing through its extensive creative and manufacturing network. With capabilities spanning data intelligence, creative design, and end-to-end production, the company provides clients with tailored marketing solutions that drive results. Cmsmart played a pivotal role in enhancing Quad's online presence by streamlining the ordering journey. Through a well-structured catalog and improved service discoverability, customers can now easily navigate the diverse offerings, select services, and submit artwork with reduced friction, ultimately leading to a more efficient and satisfying user experience.

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Transforming Online Ordering and Service Discovery for Marketing Solutions - project preview

The challenge

The Challenge

As a leader in the marketing sector, Quad faced challenges common to many large-scale service providers: the need for a more efficient online ordering process and clearer visibility of their extensive service catalog. Clients required easy access to service options, an intuitive ordering workflow, and a streamlined method for submitting creative assets.

Goals

The objective was to optimize the online experience by enhancing service discoverability and simplifying the ordering process, thereby reducing customer friction in selecting marketing solutions and uploading artwork. Quad sought to present their services in a user-friendly format while maintaining their premium brand image.

The solution

Overview of Quad's Marketing Experience

Quad represents a significant force in the marketing landscape, focusing on enhancing experience through an integrated model that incorporates data-driven intelligence, creative production, and media technology. Their commitment to providing comprehensive marketing solutions is reflected in their extensive service offerings, which include audience analytics, creative campaign design, high-quality print production, and innovative packaging solutions. Quad's global footprint ensures they serve a diverse clientele across multiple industries.

Solution Overview

Cmsmart facilitated improvements to Quad's digital platform by developing a structured catalog that clearly delineates their services and solutions. The focus was on enhancing the customer's journey from initial inquiry through to final fulfillment. This included a revamped interface for service selection and an intuitive design upload feature.

Implementation Approach

The implementation process was approached in phases to ensure a smooth transition. Initial phases involved gathering client feedback to identify key pain points, followed by the restructuring of their online catalog. The cmsmart team collaborated closely with Quad's marketing and technical teams to ensure the integration of new solutions aligned with existing workflows.

What was built

  • Online ordering system streamlined for ease of use.
  • Product configuration tools that cater to various marketing needs.
  • Enhanced artwork upload functionalities for customer convenience.
  • Online design options making it easy for users to visualize their projects.
  • A well-organized service catalog that improves navigation and discoverability.

How it fits the order workflow

With the new ordering framework, customers now move seamlessly from quote request through to the approval of proofs, leading to efficient production and fulfillment processes. This transformation not only benefits Quad's clientele but also amplifies the company's ability to deliver integrated marketing solutions effectively, ensuring that customer demands are met promptly.

Outcome

The enhancements led to a noticeably improved customer journey, with clients experiencing faster service selection and simplified artwork submission processes. Overall, this initiative resulted in a more refined user experience that aligns with Quad's objectives of delivering effective marketing solutions. With a polished and professional online presence, Quad stands out in the marketing experience domain, successfully connecting creative production with client needs.

What the workflow covers

  • Faster service discovery

    Organizes a wide service catalog into clear categories so customers find the right marketing solution quickly without relying on long email threads.

  • Cleaner quote-to-order intake

    Captures the right details upfront—service type, specs, timelines, and notes—reducing clarification loops and speeding up response.

  • Smoother artwork submission

    Standardizes how artwork and supporting files are provided, minimizing missing assets and reducing rework during prepress and proofing.

  • Automatic internal routing

    Sends each request to the correct team (creative, production, media, technology, intelligence) so nothing sits in the wrong inbox.

  • Consistent customer communication

    Automatically sends confirmations and next steps, improving trust and reducing “status check” follow-ups.

  • Fewer mistakes and duplicated work

    Eliminates manual re-keying of customer requirements across systems, lowering the risk of wrong versions, missed specs, or misrouted requests.

  • Better visibility for managers

    Creates a predictable flow from intake through approval so leaders can spot bottlenecks and keep delivery expectations realistic.

  • Scales with complex offerings

    Supports growth across print, packaging, direct marketing, and integrated services with flexible catalog rules and repeatable handoffs—Pro plans help when volume and routing complexity increase.

What clients say

Ordering feels guided, not overwhelming

We offer a lot of services, and this helped us present them in a structured way. Customers now submit more complete requests and our team spends less time chasing missing details.
kg4nxw

Better customer updates with less effort

Customers receive a clear confirmation and next steps, so we get fewer check-in emails. It’s also easier to keep the experience consistent across different service lines.
chrisbeaman

Huge improvement for artwork handoff

File submission and version notes are finally consistent. The workflow made approvals easier because everyone sees the same information and the right people are notified at the right time.
mswider69

Routing to the right team is a game changer

Requests used to bounce between departments. Now they’re automatically directed based on service type, which reduced delays and made our response process feel much more professional.
tomlarkin

Strong template—needs a little tailoring

The structure is solid, but we had to spend time aligning fields with our catalog and approval steps. Once configured, it’s been reliable and saves a lot of manual work.
CRYOTOS

Questions about this project

It’s ideal for marketing service providers managing multiple offerings (creative, print, packaging, media, technology) who need a clearer online ordering journey and smoother internal handoffs for quotes, proofs, and fulfillment.

It helps capture customer requests, organize them by service category, route them to the right team, collect artwork/spec details, and send customer confirmations and status updates through key steps like review and proof approval.

Yes. You can map your catalog to top-level categories and subcategories, then apply routing rules so the right specialists receive complete request details. Pro plans make it easier to manage more rules and higher volume.

Yes—confirmation and next-step messages can be sent automatically, and you can add status notifications for review, proof ready, approval needed, and production start. Pro is recommended for dependable sending and monitoring.

The workflow supports a structured file handoff (links or uploads, plus required fields like size, quantity, versions, and deadlines). You can align it with your existing prepress guidelines and approval steps.

Your service catalog outline, required intake fields, routing rules (who gets what), notification wording, and any proof/approval milestones you want customers to see. If you have brand guidelines, include those for emails and pages.

A basic setup can be done quickly if your catalog and routing are simple. If you have many service options, approval steps, or multiple teams, plan additional time to test and refine routing and notifications—Pro support helps speed this up.

Yes. You can route by location, service type, industry, or priority so the correct office or production group receives the request. This is especially useful for global or multi-site operations.

No. It’s designed to connect and streamline the handoff between your storefront/forms and the systems you already use for sales, production, and fulfillment—reducing manual copying and missed details.

Use a paid plan for better stability, run history, monitoring, and priority assistance. It also helps to standardize intake forms, keep catalog categories tidy, and review routing rules quarterly.

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