Print shops going online

Improving Online Ordering for Custom Printing Solutions

A new online ordering experience was developed for a custom printing service provider, enabling a streamlined process for customers to design and order print materials. By enhancing the product catalog and overall user experience, CMSMART successfully improved service discoverability and user satisfaction. The revamped system simplifies the ordering flow, allowing clients to customize their print projects seamlessly and upload their designs effortlessly.

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Improving Online Ordering for Custom Printing Solutions - project preview

The challenge

Business Context

In the competitive landscape of custom printing, businesses are increasingly challenged to provide streamlined ordering processes and extensive service offerings. Our client, a custom print service provider, sought to enhance their online presence and ordering efficiency. They required a solution that would enable customers to easily discover their services and effectively customize print products.

Objectives

The primary goal was to improve service discoverability and enhance the customer journey from product selection through to order fulfillment. The project aimed to reduce complexities in the ordering flow while ensuring high levels of customization supported by a user-friendly interface.

The solution

Solution Overview

CMSMART facilitated a comprehensive enhancement of the client’s online ordering system to create an intuitive and efficient workflow. Key improvements included:

  • Revamped product categorization for better visibility of offered services.
  • A streamlined order process allowing direct customization of print products.
  • Enhanced features enabling customers to upload artwork and see live design previews.

Implementation Approach

The implementation was carried out in distinct phases:

  • Initial consultation to ascertain client needs and desired outcomes.
  • Design and development of the new user interface focused on UX principles.
  • Testing and deployment of the online ordering system, ensuring fluid interactions.

How it fits the order workflow

The new ordering system supports a seamless workflow from initial inquiry through to order completion. Potential customers can easily request quotes, submit designs, and track their orders, culminating in improved customer satisfaction rates and reduced turnaround times for print jobs. The clear categorization and ordering path encourage users to explore available options thoroughly, thus enhancing engagement and ultimately leading to higher conversion rates.

Outcome

This enhanced system allowed the client to provide a clearer, more effective online ordering experience, significantly reducing friction for customers looking to select product options or submit artwork. The upgraded interface provided an intuitive navigation structure, making it easier for users to engage with the various print services offered.

What the workflow covers

  • Cleaner service discovery

    Improves product and service categorization so customers find the right print option faster, reducing drop-offs caused by confusing menus or unclear offerings.

  • Faster ordering with fewer steps

    Streamlines the path from selecting a product to placing an order, so customers can customize quickly without getting stuck or needing manual assistance.

  • Fewer missing artwork files

    Centralizes artwork upload and instructions, cutting down on lost attachments, mismatched files, and time spent chasing customers for the right assets.

  • Consistent proof and approval flow

    Helps standardize how proofs are requested, delivered, and approved, reducing mistakes and ensuring production starts only when requirements are met.

  • Better internal handoffs

    Keeps order details organized for review, production, and delivery so teams work from the same information and avoid re-entering data.

  • Clear customer status updates

    Automates helpful notifications at key milestones, reducing support questions and building trust through transparent communication.

  • Scales during busy seasons

    Handles higher order volume more smoothly by reducing manual admin, making it easier to keep turnaround times steady as demand grows.

  • More accurate order details

    Encourages customers to provide complete specs (sizes, finishes, quantities) upfront, lowering the risk of reprints and costly corrections.

Questions about this project

It’s ideal for custom printing and design-to-print businesses that take online orders with multiple options (size, material, finishing) and need a smoother process for artwork upload, proofs, and customer communication.

No. It can be adapted to many storefronts or order forms. The key requirement is having a consistent way to capture order details and customer files. A Pro plan helps if you want more reliable syncing and monitoring.

Yes—this workflow is designed around a clean artwork submission step, including notes and requirements. You can tailor the fields to match your print specs (bleed, DPI, file types, and size).

In most cases, yes—by collecting the right details upfront and sending clear status updates at the right time. With a Pro plan, you can add stronger tracking, retries, and visibility for missed messages.

It can support a preview step if your website already offers it or if you connect a preview tool. The workflow focuses on capturing selections and artwork reliably; preview features depend on your chosen design solution.

You can add a “file check” step to flag common issues and request a replacement with clear instructions. This helps prevent production delays and ensures each order reaches production with the right assets.

Yes. The workflow supports clearer categorization so services are easier to discover. You can add or rename categories, update option sets, and keep the ordering path consistent as you expand offerings.

You can structure stages like “Order received → Proof needed → Proof sent → Approved → In production.” Customers can be prompted to review and approve, and your team can keep a consistent trail of updates.

If your ordering steps and product options are already defined, setup is typically quick. More complex catalogs, proof rules, or multiple order types take longer. A Pro plan is recommended for smoother go-live support.

Yes. It works well for repeat ordering by keeping options standardized and communications consistent. You can also add fields for purchase orders, VAT details, and internal notes to better support business buyers.

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