Corporate & B2B portals

Streamlining Online Ordering and Service Discovery for a Commercial Printing Company

CMSMART partnered with a full-service commercial printing company to enhance its online presence and simplify the customer ordering journey. By reorganizing their product catalog and improving the online ordering flow, customers can more easily navigate through a diverse range of services including business cards, brochures, and large-format signage. CMSMART's approach enabled seamless artwork uploads and an online design tool for personalized products, significantly reducing friction in the ordering process. The customer can now experience a clear path from product selection to proofing and fulfillment, ultimately improving service discoverability and customer satisfaction.

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Streamlining Online Ordering and Service Discovery for a Commercial Printing Company - project preview

The challenge

Context and Challenges

The client, a well-established commercial printing company, faced challenges in attracting online customers due to a cumbersome ordering process and an unclear service presentation. Their offerings spanned digital and offset printing, marketing collateral, and online ordering capabilities, but these were not effectively showcased on the website, leading to potential customers feeling overwhelmed and confused.

Goals

The primary goal was to enhance the online user experience by simplifying the customer journey for ordering products such as brochures, flyers, business cards, and signage. The client sought to better organize their extensive product catalog and improve the clarity of their service offerings.

The solution

Solution Overview

CMSMART collaborated closely with the client to revamp their online ordering system and improve the website layout. The project focused on enhancing the customer journey from the quote request phase through to product fulfillment. Key improvements included clearer service categories, a more intuitive navigation structure, and streamlined workflow for submitting designs and requests.

Implementation Approach

The implementation occurred in several phases, starting with a comprehensive analysis of the existing website and customer interactions. The team focused on understanding the customer journey holistically. Next, an updated layout was drafted, ensuring each step from selecting a product to order completion was easily navigable. User testing was conducted to refine the process before full implementation.

What was built

  • Online Ordering System: A user-friendly portal enabling straightforward product ordering with clear paths for both B2B and retail customers.
  • Artwork Upload Functionality: Customers can easily upload files using multiple supported formats to facilitate quick and accurate printing.
  • Online Design Tool: An integrated design tool allows customers to create personalized products directly on the site.
  • Improved Service Categorization: Services were organized into logical categories making it easier for customers to find what they need.
  • Enhanced Customer Flow: A simplified ordering process reduces friction and improves conversion rates.

How it fits the order workflow

This revitalization fits seamlessly into the client's workflow, allowing customers to start with a quote request, move through to proofing and artwork submission, and finally proceed to production. This cohesive system paves the way for efficient order handling and fulfillment, aligning perfectly with the client’s goal of optimizing their commercial printing services.

Outcome

The improvements have led to a significantly enhanced online user experience. Customers can now navigate services more effortlessly, with a smoother journey from product selection through to design proofing and final order confirmation. Faster turnaround times and a more responsive website environment have improved customer satisfaction, with feedback indicating that customers appreciate the clear paths to ordering and the tools available for personalizing their requests.

What the workflow covers

  • Clearer service discovery

    Customers can find the right print service faster through improved categories and navigation, reducing confusion when choosing between products like brochures, stationery, forms, or signage.

  • Faster ordering with fewer dead ends

    A guided flow helps customers move from selection to quote/order without getting stuck, improving completion rates and reducing time spent answering basic questions.

  • Cleaner job intake for production

    Artwork, specs, and notes are gathered in a consistent way so the team can start proofing and production with fewer missing details and fewer last-minute corrections.

  • Smoother proofing and approvals

    Standardized proof steps make it easier to capture approvals and changes, reducing delays and helping jobs move into production with fewer misunderstandings.

  • Better internal handoffs

    Orders can be routed by category (large-format, finishing, forms, marketing collateral) so the right team sees the right work at the right time.

  • Consistent customer updates

    Automatic status messages (received, proof ready, approved, ready) reduce inbound “what’s the status?” calls and improve customer confidence.

  • More scalable B2B reorders

    Supports repeat business clients by keeping ordering steps predictable and easier to repeat, which is especially helpful for ongoing stationery, forms, and recurring marketing materials.

  • Fewer mistakes and rework

    By standardizing how files and details are submitted, the workflow reduces avoidable errors like missing bleed notes, wrong file versions, or unclear delivery expectations.

What clients say

Artwork intake is finally consistent

File uploads and job details come in a cleaner format, so our team spends less time chasing missing information before proofing. It’s a noticeable improvement for day-to-day throughput.
davekjeanm

Ordering feels much simpler for customers

We used to get lots of confused requests because our services were broad. After reorganizing the categories and clarifying the steps, customers reach the right product page and complete requests more confidently.
karo56

Great foundation, needs light tailoring

It’s a strong starting point and made our online ordering clearer. We still had to adjust some wording and category mapping to fit our exact catalog and turnaround options.
pepestudio

Better flow from quote to production

The workflow helped us connect the quote/request step to proofing and fulfillment in a way that matches how a print shop actually works. Hand-offs feel smoother and less manual.
TRUTH EGBELE

Improved experience for both B2B and retail buyers

We serve repeat corporate clients and one-time retail customers. This setup supports both paths without making either group feel lost, and it’s easier for our staff to manage.
braintrees

Questions about this project

It’s designed for commercial print shops that sell multiple product types (business cards, brochures, signage, forms) and want a smoother online ordering and service-discovery experience for both B2B and retail customers.

Yes. You can guide customers into a quote request when specs vary, or into a direct online order when products are standardized. A paid plan is recommended if you want reliable routing and monitoring for both paths.

No—this is meant to streamline and organize the journey around your existing online ordering experience. It reduces friction and improves handoffs without forcing you to rebuild your entire website.

Have your product categories, turnaround options, proofing rules, and a clear list of required job fields ready. If you also want branded emails and reporting, a paid plan makes rollout smoother.

It captures artwork files along with key job details so the team can proof and produce without chasing missing information. You can also add rules for allowed file types and required fields if needed.

It can complement an online designer by organizing design links, customer notes, and final artwork handoff steps. If you want tighter automation and fewer manual checks, a paid plan is the best option.

Yes. You can set simple routing so each order or quote goes to the right internal queue based on category, helping the right team respond faster and reducing delays.

The workflow can standardize the “send proof → collect approval/changes → confirm production” steps so jobs don’t get stuck. You can add reminders and status tracking; paid plans help with consistency at scale.

Yes. You can set up automatic messages for key milestones (received, proof ready, approved, in production, ready for pickup/delivery). For dependable sending and logs, consider a paid plan.

Occasional updates for new products, templates, and messaging are normal. You’ll also want to review logs if something changes in your ordering flow; paid plans typically provide better stability and support.

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