Corporate & B2B portals

Improved Customer Journey for Premier Print Services with CMSMART

This project improved the online presence and ordering experience for a print service company specializing in customizable print products. The solution focused on enhancing catalog structure, streamlining ordering processes, and providing better service discoverability. By adopting a more user-friendly interface and optimizing product configurations, CMSMART facilitated a smoother customer journey from product selection to order placement, ultimately increasing user satisfaction and engagement.

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Improved Customer Journey for Premier Print Services with CMSMART - project preview

The challenge

Context and Challenges

The company specializes in providing a wide range of customizable print products, including business cards, flyers, and signage. However, their existing online ordering system faced challenges such as complicated navigation, a lengthy checkout process, and insufficient categorization, which detracted from the customer experience.

Goals

The primary goal was to enhance the online ordering workflow, making it easier for customers to discover services, configure products, and place orders with minimal friction.

The solution

Solution Overview

CMSMART significantly improved the client's online presence by implementing a more organized international catalog and intuitive user navigation. User journeys were optimized to ensure that the path from product discovery to order placement was as seamless as possible.

Implementation Approach

The implementation involved analyzing the existing website structure, identifying pain points in the customer journey, and redesigning the interface with a focus on simplicity and efficiency. User testing was conducted to ensure a higher satisfaction rate following the changes.

What was built

  • Streamlined product categorization for enhanced discoverability.
  • Improved online ordering flow to reduce barriers for customers.
  • Options for customers to upload artwork and customize designs, making the process intuitive.

How it fits the order workflow

The new system integrated seamlessly into the client's existing business processes, where users can now receive a quote, submit artwork, and have their orders processed efficiently, leading to a significant enhancement in operational capabilities.

Outcome

Qualitatively, the improvements led to an enhanced user experience, with customers finding it easier to select options and process orders quickly. The streamlined workflow also translated to reduced manual intervention in order processing, allowing the client to focus on enhancing their service offerings.

What the workflow covers

  • Cleaner product discovery

    Improves how print services and products are grouped so customers find the right category faster and spend less time guessing where items are listed.

  • Faster, simpler ordering

    Reduces steps and confusion in the ordering flow, making it easier for customers to configure options and proceed to checkout with fewer drop-offs.

  • Fewer ordering mistakes

    Standardizes product choices and configuration paths, helping prevent incorrect selections (wrong finish, size, or quantity) that typically cause rework and delays.

  • Smooth artwork upload experience

    Makes it easier for customers to submit design files during ordering, keeping files tied to the correct order and reducing time spent chasing attachments.

  • Clear proof and approval handoff

    Supports a more organized proofing step so internal teams know what’s approved and what’s pending, lowering the risk of printing the wrong version.

  • Consistent customer notifications

    Automates key messages such as confirmation and next steps, reducing inbound queries and improving trust—especially important for time-sensitive print orders.

  • Less manual intervention for staff

    Cuts repetitive admin work in order intake and routing, freeing your team to focus on design assistance, production quality, and customer service.

  • Scales better during busy periods

    A more structured journey and automation-ready steps help you handle higher order volume without sacrificing consistency or adding avoidable operational overhead.

Questions about this project

It’s best for print businesses selling customizable products (e.g., business cards, flyers, banners, signage) that need clearer catalog navigation, easier product configuration, and smoother ordering with artwork upload and proof steps.

It supports collecting customer files during ordering and keeping them linked to the right order. You can also add steps for proof requests and internal checks. A paid plan is recommended for more reliable monitoring and fewer missed updates.

Yes. The workflow is designed around clearer product configuration and better option presentation. You may need light setup to match your exact option sets and naming, especially if your catalog has many variants.

It reduces manual back-and-forth by organizing the customer journey: easier browsing, clearer options, fewer checkout obstacles, and more consistent handoffs from order intake to artwork review and fulfillment.

Not necessarily. The workflow can support guest checkout or account-based ordering depending on your store rules. If you sell to repeat B2B buyers, accounts can help with reorders and saved details.

It can help by simplifying navigation, clarifying choices, and reducing friction in the ordering flow. Results depend on your pricing, product clarity, and delivery expectations, but the structure is built to remove common blockers.

Most businesses need initial mapping of categories, product groups, option labels, and notification content. If your current store is messy or inconsistent, expect extra time for catalog cleanup and standardization.

Yes. You can automate confirmations, proof-ready messages, and key status updates. You’ll typically need an email sending service, and a paid plan helps ensure better delivery controls and support.

It can be adapted for quote-first ordering, especially for custom signage or special finishes. You can guide customers to request a quote, upload artwork, and then confirm before production begins.

Paid plans are best for businesses that need stability: monitoring, faster troubleshooting, priority support, and smoother scaling during busy seasons. Free access is useful for testing but doesn’t include commercial support.

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