Corporate & B2B portals

Improved Customer Journey for Custom Print Ordering Solutions

The client specializes in providing a diverse range of custom print services, including business cards, flyers, posters, and signage. Their focus is on delivering quality products paired with an intuitive online ordering experience. CMSMART played a crucial role in improving the client’s digital presence by streamlining the purchasing process, enhancing service visibility, and facilitating a seamless customer journey. This transformation ensured potential customers could easily navigate through service categories, select customized options, upload designs, and manage their orders efficiently, ultimately leading to a more satisfying user experience and increased engagement.

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Improved Customer Journey for Custom Print Ordering Solutions - project preview

The challenge

Business Context and Challenges

The client offers a wide variety of custom print products including business cards, flyers, posters, and signage. However, they faced significant challenges in providing a smooth online ordering experience. Customers were struggling to find the right services, and the purchasing process was cumbersome, leading to potential drop-offs and decreased satisfaction.

Goals of the Transformation

The objective was clear: enhance the online presence to facilitate easier navigation for users, improve the ordering experience, and showcase the full range of services more effectively. The client aimed to create a user-friendly environment where customers could effortlessly select products, configure them according to their preferences, and upload artwork for printing.

The solution

Solutions Delivered

CMSMART implemented a comprehensive solution that focused on optimizing the client's online ordering journey. By simplifying the user interface and categorizing services effectively, customers could discover their desired products quickly.

Implementation Approach

The collaborative approach with CMSMART included initial assessments of the existing online system, followed by iterative design and development phases to refine user interactions. The focus was on integrating intuitive elements that matched the client’s business objectives.

What was built

  • Online ordering system that reduces manual intervention and enhances customer workflow.
  • Product configuration options that allow clients to tailor their orders.
  • Artwork upload functionality for convenience in submitting designs.
  • Enhanced service categories, making it easier to find specific products.
  • Improved customer flow through a streamlined, user-friendly interface.

How it fits the order workflow

This enhanced online ordering system fits into the client's workflow by fostering a systematic approach to order management, ensuring that customers can easily access and utilize their offered services from start to finish.

Outcome

The transformation has led to a more rewarding online experience for clients, characterized by improved discoverability of services and reduced friction during order placement. Customers can now seamlessly select options and submit their artwork, supporting a smoother transition from quote to proof, production, and fulfillment.

What the workflow covers

  • Smoother online ordering

    Makes it easier for customers to navigate service categories, choose print options, and complete an order without confusion or unnecessary steps.

  • Cleaner artwork collection

    Keeps customer files organized and connected to the right order, reducing missing attachments and minimizing production errors.

  • Faster internal handoffs

    Moves orders through clear stages (review, proofing, production, fulfillment) so work doesn’t stall in someone’s inbox.

  • Fewer status-check messages

    Automated updates keep customers informed, which reduces calls and emails asking, “Is my order ready yet?”

  • More consistent customer experience

    Standardizes confirmations, proof requests, and completion notifications so every customer receives the same clear guidance.

  • Reduced manual admin work

    Cuts repetitive steps like chasing files, re-confirming specs, and manually updating customers—freeing your team to focus on quality and turnaround.

  • Better visibility across orders

    Helps you track what’s waiting on artwork, what needs proof approval, and what’s ready for production—supporting predictable fulfillment.

  • Scales during busy periods

    Improves your ability to handle more orders without adding the same amount of admin effort, especially when many customers submit custom files.

Questions about this project

It’s ideal for print shops and copy centers offering customized products (e.g., business cards, flyers, posters, signage) that need an easier online ordering journey with artwork submission and clear order stages.

Yes. You can send confirmations and status updates like “proof needed,” “in production,” and “ready for pickup/delivery.” With a Pro plan, you can add better monitoring and fewer delivery issues for high volume.

Yes—this workflow is designed to support a proof-ready process by organizing files and triggering approval requests and reminders. For more advanced approval routing and audit trails, a Pro plan is recommended.

It can work with either guest checkout or account-based ordering, depending on how you prefer to manage reorders, proofs, and customer history. A paid plan can help with more robust tracking and monitoring.

Files are captured and tied to the order so your team can quickly find the correct artwork during review and production. You can also add internal alerts to reduce missed files during busy periods.

It helps streamline discovery of services, option selection (sizes, finishes, quantities), artwork upload/collection, and order handoff into internal processing steps—reducing friction from order to fulfillment.

Yes. You can adapt categories and configuration choices to match your catalog (paper types, finishes, sizes, turnaround options). If you need deeper customization, a paid plan supports smoother ongoing updates.

Free usage is best-effort and doesn’t include commercial support. For stability, monitoring, and faster help when issues happen (especially during peak ordering times), upgrading to a Pro plan is strongly recommended.

You’ll typically need your product structure (categories and options), your standard order stages, email sender details, and basic branding for messages. If you already have a storefront, setup is faster.

Yes—by organizing orders, collecting artwork in a consistent way, and triggering notifications and internal handoffs automatically. This reduces back-and-forth and helps your staff focus on production and quality.

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