Corporate & B2B portals

Optimizing Ordering Experience for Custom Print Products and Services

This case study explores the improvements made to the online presence and ordering journey of a custom printing solutions provider. The business offers a range of print products including business cards, flyers, and signage, allowing customers to personalize their orders through an intuitive interface. With expertise in eCommerce solutions, Cmsmart played a pivotal role in streamlining the ordering process, enhancing service discoverability, and improving overall user experience, ensuring a frictionless path from selection to fulfillment.

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Optimizing Ordering Experience for Custom Print Products and Services - project preview

The challenge

Context and Challenges

The business specializes in providing a wide variety of custom print products such as business cards, flyers, posters, and signage. However, the existing online ordering system presented several challenges, including a complex catalog structure and a cumbersome ordering flow. Customers faced difficulties in discovering services and effectively placing orders for customized products. The goal was to enhance the online ordering experience while improving the clarity of service offerings.

Goals

The primary objectives were to:

  • Redesign the product catalog for better organization.
  • Simplify the ordering process to minimize customer friction.
  • Enable easy upload of design files and personalization options.
  • Improve service discovery to ensure customers could find what they needed quickly.

The solution

Solution Overview

Through collaborative efforts, Cmsmart delivered a tailored solution focusing on enhancing the user experience across the eCommerce platform. The improvements involved re-structuring the online catalog to allow for easier navigation and representation of the various print products and services offered.

Implementation Approach

The implementation was carried out in high-level phases:

  • Assessment of the existing system and identification of pain points.
  • Development of an improved product catalog structure.
  • Integration of enhanced ordering functionalities.
  • Testing and feedback loops with end-users to ensure the system met their needs.

What was built

The implemented solution offered:

  • A streamlined online ordering process that facilitated smoother customer interactions.
  • Enhanced product configuration options, allowing for personalized orders with specific dimensions and design uploads.
  • A clearer categorization of services that made it easier for customers to discover relevant print solutions.
  • A user-friendly interface that promoted efficient artwork submission and order management.

How it fits the order workflow

This refined system fits seamlessly into the client’s workflow—taking customers through a journey from quote request to proofing and final production, ensuring efficient fulfillment of print orders. In doing so, Cmsmart's contributions not only improved customer satisfaction but also enhanced business operational efficiencies.

Outcome

The collaboration with Cmsmart resulted in significant qualitative improvements to the client’s online presence. Customers reported a more intuitive ordering experience, which ultimately fostered a greater sense of satisfaction. The enhanced discoverability of services and the reduction of complexities in selecting options minimized the barriers to purchase.

What the workflow covers

  • Smoother online ordering

    Reduces friction from browsing to checkout with clearer product paths and more consistent option selection—ideal for complex print items with many configurations.

  • Faster artwork collection

    Captures design files and key instructions upfront, so your team spends less time chasing missing assets and more time moving orders forward.

  • Cleaner handoff to production

    Routes complete order specs (sizes, quantities, finishing, notes) to the right people, lowering the chance of rework and miscommunication.

  • Built-in proofing cadence

    Supports proof requests and approvals so customers know what to expect and your team can track what’s ready to print without manual spreadsheets.

  • Consistent customer notifications

    Auto-sends confirmations, next-step instructions, and status updates, improving trust and reducing “What’s the status?” messages.

  • Better service discoverability

    Improves how offerings are organized, helping customers find the right print solution quickly (cards, flyers, posters, signage) and increasing completed orders.

  • Fewer ordering errors

    Standardizes choices and summaries to reduce mistakes in dimensions, materials, and finishing—protecting margins and turnaround times.

  • Operational visibility

    Creates a clearer view of where each order sits (awaiting files, in proof, approved, in production, ready to ship), supporting better planning during peak demand.

Questions about this project

It’s best for custom print and signage providers that take online orders with multiple options (size, paper, finishing) and need a clean path from selection to artwork submission, proofing, and fulfillment.

Yes. The workflow is designed around capturing customer artwork, attaching it to the order, and keeping it available for proofing and production handoff. A paid plan helps with more reliable file handling and monitoring.

Yes. You can keep the same ordering backbone while adjusting messaging, approval rules, or payment terms for business accounts. Pro plans make it easier to manage multiple workflows cleanly.

It helps you implement a clearer catalog structure and consistent option logic, but some setup is still required to match your exact product lines. Most businesses use this as a structured starting point.

It can support a proofing loop by sending proof requests, tracking approval status, and notifying your team when approvals arrive. If you want advanced reminders and audit trails, consider a Pro plan.

Typical steps include: new order capture, option validation, artwork collection, proof request/approval tracking, internal routing to production, and customer notifications for key milestones.

By standardizing option sets, adding simple checks, and ensuring the production team receives a clear order summary with all specifications. This reduces back-and-forth and misprints.

Paid plans typically provide stronger reliability, monitoring, priority support, and smoother scaling as order volume grows—especially useful when you rely on automated updates and multi-step approval workflows.

It can send automated emails such as order confirmations and proof reminders. You may need an email provider or sending service; Pro plans are recommended for higher-volume sending and better deliverability controls.

Usually, yes. The workflow can be adapted to your existing ordering process so you don’t have to rebuild everything. Expect a short mapping step to align statuses, products, and notifications.

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