Print shops going online

Improving Online Presence for a Leading Scratch-Off Printing Company

Cmsmart partnered with a creative printing company to enhance their scratch-off product offerings through a streamlined online ordering experience. Our expertise in eCommerce enabled a clear product catalog, simplified ordering flow, and improved customer interactions, ensuring that customers could easily navigate options and submit designs efficiently.

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Improving Online Presence for a Leading Scratch-Off Printing Company - project preview

The challenge

Challenges

The client's existing online system presented challenges, including a cluttered catalog, complicated ordering workflows, and difficulties in service discovery. Customers struggled to navigate the product selection, leading to potential lost sales opportunities.

Objectives

The primary goal was to create a user-friendly online interface that would facilitate effortless browsing and ordering of scratch-off products. Additionally, there was a need for improved visibility of services offered and a more engaging customer interaction experience.

The solution

Client Overview

The client is a leading international printing company specializing in creative scratch-off products. They sought to enhance their online presence to attract more customers while simplifying the ordering process for customized scratch-off items.

Solution Overview

Through strategic consulting, Cmsmart delivered a comprehensive solution to optimize the client's online store. This involved restructuring the product catalog for better discoverability, implementing a streamlined ordering process, and enhancing the artwork upload capabilities. Customers can now easily interact with the online platform, selecting their preferred scratch-off variations with minimal friction.

Implementation Approach

The implementation process was executed in several phases, involving collaboration with the client to ensure alignment with their vision. Key phases included analysis of existing systems, design of the new user interface, and rigorous testing to ensure functionality across various customer personas.

What was built

  • Improved catalog structure showcasing the full range of scratch-off products.
  • Simplified ordering flow reducing the number of steps to complete a purchase.
  • Enhanced design upload interface enabling customers to submit their artwork seamlessly.
  • Clear categorization of services to improve service discovery.

How it fits the order workflow

The new system fits seamlessly into the client's existing workflow by streamlining the process from quote request to proof approval, production, and fulfillment. This ensures a more efficient operation that meets customers' needs effectively and builds lasting relationships.

Outcome

As a result of these enhancements, the client experienced a qualitative improvement in customer satisfaction. Customers can now navigate the site more easily, select options rapidly, and submit designs without hassle, ultimately leading to a smoother purchasing journey. Thus, the overall customer engagement with the client’s offerings has significantly increased, aligning with their strategic goals for growth in the competitive printing industry.

What the workflow covers

  • Cleaner product discovery

    Organizes scratch-off offerings into a clearer catalog so customers find the right product faster and understand available services without digging through clutter.

  • Faster ordering journey

    Reduces friction in the ordering flow by simplifying steps, guiding option selection, and cutting unnecessary back-and-forth for customized print orders.

  • Smoother artwork handoff

    Improves how customers submit designs by making uploads more intuitive and structured, helping your team receive the right files and notes sooner.

  • Fewer errors and rework

    Standardizes key order details and approval steps to reduce miscommunication, incorrect specs, and costly reprints common in custom printing.

  • Better customer communication

    Automatically keeps buyers informed at key moments—order received, artwork received, proof ready, approved, and fulfilled—so fewer customers chase updates.

  • Stronger internal handoffs

    Routes orders and approvals through consistent stages, making it easier for sales, prepress, and production to stay aligned on what’s next.

  • Improved payment completion

    Supports a smoother checkout experience by ensuring payment methods are ready and reducing stalled payments that delay production scheduling.

  • A more professional storefront

    Creates a more polished online buying experience that builds trust with B2B buyers, helping your brand stand out in a competitive print market.

What clients say

Ordering is finally straightforward

Our scratch-off catalog feels much easier to browse and the ordering steps are clearer. Customers reach the right options faster and we spend less time answering the same questions.
Webworthy Design

Great foundation, minor tailoring needed

The structure is solid and improved the overall storefront experience. We did need a bit of tailoring to match our exact product options and payment preferences, but the result is worth it.
raweiss

Better customer updates

Automated status messages made a noticeable difference. Buyers feel informed throughout the process, which reduced inbound “where is my order?” messages.
fzambrano264

Artwork intake improved a lot

The workflow helped us standardize how files come in. We now get fewer incomplete submissions and the team can move to proofing without constant follow-ups.
franzrivas

Smoother handoffs across teams

Having consistent steps from inquiry to approval made internal coordination easier. It’s simpler to see what needs attention and what is ready for production.
dethorpe

Questions about this project

It’s ideal for printing businesses selling customized scratch-off products that need a clearer catalog, an easier ordering path, and a reliable way to collect artwork and approvals. If you run B2B orders with variations and add-ons, you’ll benefit most—especially with a Pro plan for monitoring and support.

You can connect your preferred payment method so customers can complete checkout without manual intervention. If your business requires deposits or pay-after-approval, you can set rules accordingly. Pro helps with better reliability and faster troubleshooting if payments stall.

Yes. You can automate updates like order confirmation, artwork received, proof ready, approval received, and shipping updates. If you want higher deliverability and message tracking, Pro plus a dedicated email/SMS provider is recommended.

It’s built for variation-heavy catalogs—different sizes, coatings, reveal areas, and packaging options. You’ll map your options into a clean structure so buyers can compare and select quickly. Pro makes it easier to maintain and update option sets over time.

Yes. You can include an approval step so customers confirm a proof before moving forward. This helps reduce reprints and misunderstandings. With a Pro plan, you can add reminders and a clear approval audit trail.

Yes. You can structure the flow to start with an inquiry or quote request, then convert it into an order once specs are confirmed. Many businesses use Pro to keep the steps consistent and avoid missed follow-ups when volume increases.

The workflow is designed to guide customers to upload files at the right moment, with clear prompts and required fields. You can add rules for accepted formats and notes for print readiness. Pro users can add extra validation and alerts to reduce production delays.

Many teams can set up the basics with store access and clear catalog requirements. If you have complex pricing, custom approvals, or multiple departments, professional setup is helpful. Pro users typically get the smoothest onboarding and ongoing assistance.

A standard setup can be completed once your catalog structure, product options, and notification messages are defined. More time is needed for custom pricing logic, proofing flows, and integrations. Pro can reduce delays with guided support and best-practice templates.

Yes—when properly configured, it reduces manual steps and keeps orders moving even at higher volume. For peak-season stability, use a Pro plan for monitoring, faster support, and consistent delivery of notifications and approvals.

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