Other online ordering

Improved Online Presence and Ordering Journey for Educational Services

Santillana, a leading educational publisher operating across Brazil and Latin America, provides comprehensive educational solutions including textbooks, digital learning platforms, and pedagogical services. The company aims to transform education and improve learning experiences for students. CMSMART played a pivotal role in enhancing Santillana's online presence by streamlining the ordering journey for educational materials. By reorganizing their product categories and simplifying the customer interface, we ensured that educators and schools can easily navigate their offerings and discover the right solutions for their needs. The implementation of a more intuitive online store allowed families and schools to place orders efficiently, contributing to improved service delivery.

Improved Online Presence and Ordering Journey for Educational Services - project preview

The challenge

Business Context

Santillana is dedicated to improving education through comprehensive solutions that cater to the needs of schools, teachers, and students. Their services encompass an array of products, from traditional school textbooks to innovative digital learning platforms, ensuring a holistic approach to educational delivery. However, the existing online ordering process was challenging for clients, leading to a need for enhancement to fully realize the potential of their offerings.

Objectives

The primary goal was to create a more user-friendly online experience that would enable seamless access to Santillana's extensive catalog of educational resources. This involved improving the discoverability of services and simplifying the purchasing process for schools and families.

The solution

Solution Overview

CMSMART collaborated with Santillana to revamp their online platform, focusing on business value rather than technical specifics. We delivered a reorganized system with clearer categories that allowed users to easily browse through textbooks, digital tools, and supplementary materials. Additionally, we incorporated features that improved the overall customer experience, enabling educators to find and order the resources they need more efficiently.

Implementation Approach

The project unfolded in several phases, starting with an assessment of the existing online infrastructure. Based on insights gained, we prioritized key areas for enhancement. Subsequent phases included design iterations to ensure a responsive and user-centered layout, alongside thorough testing to optimize the ordering flow.

What was built

  • Enhanced online ordering, making it intuitive for users to navigate and select products.
  • Streamlined product configuration options, offering relevant information and choices.
  • Clear artwork upload process that reduces friction in submitting necessary materials.
  • Structured catalog for improved service visibility, helping clients to find solutions effectively.

How it fits the order workflow

The refined process aligns perfectly with Santillana's service model, which involves interaction—from inquiry to proofing, and ultimately to production and fulfillment. The improvements foster better connections between the company and its educational partners, ensuring that knowledge is always accessible to those who need it.

Outcome

The partnership with CMSMART yielded substantial improvements in Santillana's online presence and customer interaction. Clients now experience a more streamlined order process, resulting in a reduction of steps needed to complete purchases. This enhanced workflow allows educators and families to swiftly select, order, and receive educational materials, thereby promoting timely access to resources.

What the workflow covers

  • Cleaner product navigation

    Group educational offerings into clear categories so schools and families can find the right materials faster, reducing drop-offs during browsing.

  • Faster, smoother ordering

    Reduce unnecessary steps and confusion in the selection-to-checkout journey, making ordering feel straightforward and consistent.

  • Automatic internal handoffs

    Route requests to the right team based on product type (print, digital, services), minimizing manual forwarding and missed follow-ups.

  • Consistent customer communications

    Auto-send confirmations and progress updates so educators and families know what’s next without needing to contact support.

  • Fewer mistakes from manual work

    Standardize order details, labeling, and status tracking to reduce copy-paste errors and mismatched information.

  • Better visibility for operations

    Create a clearer view of what’s ordered, what’s pending, and what needs attention—helpful across multiple programs and school partners.

  • Onboarding that sets expectations

    Build a repeatable onboarding path: schedule an intro call, send a welcome message and brochure, and record key notes so stakeholders stay aligned.

  • Scales across many schools

    Support growth by using repeatable rules and templates for categories, routing, and notifications instead of relying on individual staff knowledge.

What clients say

Catalog is finally easy to browse

We reorganized our educational offerings into clearer groups and customers now find the right materials without bouncing between pages. Internal teams also receive cleaner order details.
Manuel Reil

Ordering flow feels simpler for families

The steps from selection to confirmation are more straightforward, and automated messages reduced the number of “did my order go through?” questions.
jotaluke

Great foundation, needs fine-tuning

The structure and automation are solid, but we needed some adjustments for our specific product naming and special cases. Once tuned, it performed well.
Ann Veronay

Better handoff between teams

Orders are automatically routed to the correct owners depending on whether it’s print materials, digital access, or support services. Fewer items get stuck in limbo.
owend

Strong onboarding and communication

The welcome message and kickoff meeting process helped align stakeholders early. It set expectations and made the rollout smoother than previous changes.
frifeldtmedia

Questions about this project

Not necessarily. You can keep your current storefront while improving the behind-the-scenes flow: catalog structure, order tagging, routing, and notifications. If you want deeper changes to the buying journey, a paid plan can support a more robust rollout.

Yes. The workflow can separate orders by type (textbooks, digital access, teacher training, assessments, complementary materials) so each follows the right internal path. For complex setups and exceptions, a paid plan helps with advanced rules and monitoring.

It’s ideal for education publishers and solution providers selling printed and digital learning resources to schools and also supporting family purchases for school materials. It helps simplify browsing, ordering, and internal follow-through. A paid plan is recommended for monitoring and reliable notifications.

Yes—order confirmation, next steps, and status updates can be sent automatically. For best deliverability, you may want a dedicated email sending service. A paid plan is recommended to reduce failures and provide delivery monitoring.

It reduces friction by standardizing catalog categories, guiding customers to the right materials, and ensuring orders are routed correctly with consistent status updates. This lowers confusion, rework, and “where is my order?” messages. Paid plans add better reliability and alerting.

It supports a clearer category map and consistent naming so educators and families can find what they need faster. You can also add simple tagging rules to highlight grade level, program, or adoption type. Paid plans help maintain this with scheduled checks and alerts.

It can reduce common issues by making the ordering path clearer and keeping customers informed automatically. It also improves internal visibility so problems are caught earlier. A paid plan adds stronger alerting to prevent silent failures.

It can support different customer groups by segmenting orders and requests (e.g., school networks vs. families) and creating different internal routes and messages. If you have multiple stakeholders and approvals, a paid plan is helpful for stability and auditability.

You’ll need someone who owns your catalog structure, someone who manages customer communications, and a point person for operations. The workflow also benefits from an onboarding call and a welcome kit to align expectations. Paid plans make ongoing upkeep easier with monitoring.

A basic setup can be completed quickly once your categories and order fields are defined. More time is needed if you want to clean up product data, align naming conventions, or create multiple routing paths. A paid plan helps with testing, monitoring, and change control.

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