Corporate & B2B portals

Revamping the Online Ordering Experience for Custom Printing Services

This project showcases a comprehensive enhancement of the online ordering experience for a custom printing service, focused on simplifying customer interactions and product discoverability. The client offers a variety of print products ranging from business cards to bespoke signage. Cmsmart played a pivotal role in streamlining the entire customer journey, from product selection to order fulfillment, ultimately facilitating a more efficient and user-friendly process.

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Revamping the Online Ordering Experience for Custom Printing Services - project preview

The challenge

Context and Challenges

The client operates within the custom printing industry, specializing in a diverse array of products including business cards, flyers, and signage. Customers often encountered difficulties navigating their extensive catalog, which led to frustration during the order placement process. The client aimed to improve service discoverability and streamline the overall customer journey to enhance satisfaction.

Goals

  • Improve the structure of product catalogs for easier navigation.
  • Streamline the ordering process to minimize customer friction.
  • Enhance the online design capabilities for custom products.
  • Increase overall efficiency in order fulfillment.

The solution

Solution Overview Delivered by Cmsmart

Cmsmart worked diligently to enhance the client's online presence by restructuring the catalog layout and improving the overall user flow. This included enabling a more intuitive search and filter function, allowing customers to easily find products that suit their needs. In addition, we implemented advanced online design tools that let customers personalize products directly on the website before placing orders.

Implementation Approach

The implementation was carried out in several high-level phases, which included the assessment of existing workflows, the design of a more user-friendly layout, and the integration of new features focused on usability and efficiency. Continuous feedback cycles with the client ensured that the development was aligned with their business needs.

What was built

  • Online product configuration that allows real-time customization and previews.
  • Improved categorization of products, making it simpler for customers to navigate and select options.
  • Streamlined order submission process reducing the number of steps required to complete a purchase.
  • Advanced features for artwork upload, ensuring that submissions are handled efficiently and securely.

How it fits the order workflow

This transformation fit seamlessly into the client's existing workflows, ensuring that customers could navigate from product quotation through to proof approval, production, and fulfillment without unnecessary delays. Cmsmart's contributions particularly emphasized clarity and efficiency, paving the way for a more satisfying customer experience.

Outcome

As a result of this initiative, the client experienced significant improvements in customer interaction with their platform. The enhanced discoverability of services led to a reduction in customer frustration during the ordering process, while the streamlined workflow allowed faster order fulfillment. Customers could now easily configure their desired products, preview designs in real-time, and efficiently upload any required artwork for printing.

What the workflow covers

  • Faster customer checkout

    Reduces friction in product discovery and ordering so customers can find the right print product and finish options and complete purchases more easily.

  • Clearer product discovery

    Improves catalog structure with easier navigation, search, and filtering, helping customers locate the right category quickly—especially in large print catalogs.

  • Fewer order mistakes

    Standardizes how options and requirements are collected (quantities, specs, artwork needs), reducing misunderstandings and rework caused by incomplete submissions.

  • Smoother proofing handoffs

    Supports a consistent flow from artwork upload to proof review and approval, making it easier to keep orders moving without delays.

  • Better internal coordination

    Helps route orders through review, production, and fulfillment steps so teams stay aligned and nothing gets stuck waiting for the next action.

  • More transparent customer updates

    Keeps buyers informed with confirmations and progress notifications, reducing inbound status questions and improving trust during production.

  • Scales during busy periods

    Creates a more hands-free ordering and intake process that can handle higher order volumes without adding the same level of manual admin work.

  • Improved file intake consistency

    Encourages secure, organized artwork submission and reduces the risk of missing or misplaced files when moving from ordering to production.

Questions about this project

It’s ideal for custom printing businesses and web-to-print storefronts that sell multiple product types (cards, flyers, signage) and need a smoother path from selection to proof approval and fulfillment.

Not required, but it helps. The workflow supports a configurable ordering experience and can pair with online personalization tools. A paid plan is recommended for more stable, always-on processing.

Typically, yes—by guiding customers through clearer product options and standardizing what information is collected at order time (sizes, finishes, quantities, files). Results depend on your setup.

Yes. The workflow is designed around common print stages and can update internal teams and customers as orders move forward, reducing missed handoffs.

Yes. It’s designed to support artwork intake and status communication so customers know what’s next (received, needs changes, approved). Pro plans help with monitoring and faster issue resolution.

Yes. You can structure products into standard configurable items and more custom request flows. If you have many custom rules, consider a paid plan and light tailoring for best results.

It can. You can set rules for prioritization and status messaging based on selected turnaround options. If you need more complex prioritization, a paid plan is recommended.

You can configure reminders and internal flags so the order doesn’t move forward until files arrive, helping prevent production delays. Advanced checks are easier to maintain on Pro plans.

For a straightforward catalog and standard statuses, setup can be quick. If you have many product variations, proofing rules, or multiple fulfillment methods, allow extra time for testing and training.

Free usage doesn’t include commercial support. Upgrading to a paid plan is recommended for stability features, monitoring, and priority help—especially during peak sales periods.

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