Print shops going online

Optimizing the Digital Purchasing Experience for a Print Solutions Provider

CMSMART played a pivotal role in transforming the client's online ordering process, focusing on enhancing user experience and streamlining the customer journey. By improving the overall discoverability of services, the platform now allows clients to easily navigate product categories, customize their orders, and efficiently submit artwork. This modernization significantly simplified the ordering workflow, providing customers with a user-friendly interface that supports a seamless buying experience.

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Optimizing the Digital Purchasing Experience for a Print Solutions Provider - project preview

The challenge

Context and Challenges

The client, a print solutions provider, was facing inefficiencies with its existing online ordering system. Customers struggled to find the products they were looking for, and the order customization process was cumbersome, leading to potential lost sales. To thrive in the competitive print market, enhancing the user experience and simplifying the purchasing process became paramount.

Goals for Improvement

The primary objectives were to improve service discoverability and streamline the ordering process. This would empower customers to easily navigate through various print options while allowing for personalized design experiences, thus increasing satisfaction and conversion rates.

The solution

Solution Overview

CMSMART delivered a comprehensive solution to revamp the client's online ordering system. Focused on enhancing customer engagement, the solution featured intuitive product categories and a simplified ordering flow that eliminated unnecessary friction points. The integration of advanced product configuration tools enabled customers to personalize their orders effectively, enhancing their overall online experience.

Implementation Approach

The implementation occurred in phases, starting with a detailed analysis of the existing system. CMSMART then focused on redesigning the user interface to enhance usability before integrating custom features that improved the ordering process.

What was built

  • Online Ordering: Streamlined process for customers to place orders with minimal effort.
  • Product Configuration: Enhanced options for custom print products, including various material and size choices.
  • Artwork Upload: Simplified feature for customers to submit designs directly during the ordering process.
  • Clearer Categories: Well-defined product categories made it effortless for customers to navigate the offerings.
  • Improved Customer Flow: Redefined user pathways reduced complications during the purchase journey.

How it fits the order workflow

This upgraded system fits seamlessly into the broader client workflow, transforming how orders are processed—from generating quotes and managing proofs to production and fulfillment. Overall, the CMSMART contribution has led to a notable enhancement in service delivery, increasing efficiency and customer loyalty.

Outcome

The new online ordering platform is characterized by faster turnaround times for order placements and clearer communication regarding services offered. Customers now enjoy a more engaging shopping experience that encourages repeat business and higher satisfaction rates. The structural changes not only improved the aesthetic of the online store but also optimized how services were presented, resulting in a portfolio-ready solution that appeals to new clients.

What the workflow covers

  • Faster customer checkout

    A streamlined ordering path helps customers find products, choose options, and place an order with fewer steps and less confusion.

  • Clearer product discovery

    Improved category structure makes it easier for buyers to locate the right print service, reducing drop-offs caused by “I can’t find it.”

  • Fewer order mistakes

    Guided customization and consistent option presentation reduce incorrect selections and missing details that typically cause delays or rework.

  • Artwork captured earlier

    Built-in artwork upload prompts customers to provide files during ordering, cutting down on chasing attachments and speeding up production starts.

  • Smoother proofing workflow

    A clearer handoff from order to proof request and approval helps prevent misunderstandings and supports a more professional customer experience.

  • Better internal handoffs

    Orders can be routed with complete details so sales, prepress, and production teams stay aligned and urgent jobs aren’t missed.

  • More consistent customer updates

    Automated status messages reduce inbound “what’s happening with my order?” requests and build confidence throughout fulfillment.

  • Higher repeat-business potential

    A more user-friendly buying experience encourages customers to return, especially when reordering similar print items becomes simple and predictable.

Questions about this project

Not necessarily. Many teams apply it as an improvement layer: clearer categories, better option structure, and a simplified ordering flow. If you want help tailoring it to your exact catalog and rules, a paid plan makes onboarding and revisions easier.

Yes—this approach is designed for configurable products. You can structure options to guide buyers through common print choices and reduce confusion. For more advanced pricing rules and validations, a paid plan is recommended.

Customers can submit artwork during the ordering process so files are captured early and linked to the correct order. You can also add prompts for file requirements (format, bleed, notes). A paid plan can help with stronger reliability and audit history.

It’s built for print and custom product businesses that sell online and need a smoother path from browsing to customization, artwork submission, and order processing. If you manage proofs and production steps, it’s especially helpful. A paid plan is recommended for monitoring and priority support.

That’s the goal: clearer categories, guided customization, and consistent order details reduce “what do I choose?” questions and missing info. For ongoing optimization and priority help, a paid plan is recommended.

You can allow an order to proceed with a “send later” option and trigger a follow-up request. This helps secure the sale while still capturing what production needs. Paid plans are useful for automated reminders and tracking.

Yes. You can include a structured step for proof requests and approvals to reduce misunderstandings and reprints. If you want branded notifications and more robust status tracking, consider a paid plan.

Yes—common messages include order received, artwork needed, proof ready, approved, and shipping/pickup updates. Notification sending may require an email/SMS service. A paid plan helps with monitoring and delivery reliability.

Have your product categories, key product types, option lists (sizes/materials/finishes), basic file requirements, and your internal steps (review → proof → production → fulfillment). A paid plan can speed up setup with guided implementation.

Yes—standardized flows reduce manual work and make it easier to onboard staff and handle more orders without chaos. For higher-volume reliability, alerts, and priority support, a paid plan is strongly recommended.

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