Transforming Customer Experience for Print Ordering and Design Services

Alfabet, a family-owned commercial print shop based in Ghent, Belgium, offers an extensive range of printing services, including business cards, flyers, brochures, and custom stationery. Customers benefit from an easy-to-use online platform that allows them to configure products, upload files, and receive PDF proofs efficiently. Cmsmart played a pivotal role in enhancing Alfabet's online presence by streamlining the ordering and customer journey, making it easier for clients to discover their desired print solutions, thus improving service accessibility and workflow.

The challenge

Context and Problem

Alfabet, a family-run printing company situated in Ghent, Belgium, specializes in a wide array of printed materials such as business cards, flyers, brochures, and personalized stationery. Although they provided a great selection of products and an online ordering service, the user experience needed refinement to meet the expectations of their modern clientele. Customers were initially facing challenges in navigating the website, configuring products, and accessing design upload features, which impacted the overall ordering flow.

Goals

The primary objective was to enhance the customer journey by simplifying the ordering process. This required a focus on improving the accessibility of services, making it easier for clients to select options and submit their artwork quickly and efficiently.

The solution

Solution Overview

Cmsmart collaborated with Alfabet to revamp their online presence. The initiative focused on refining the customer interface and removing friction points encountered in the original ordering process. This transformation allowed customers to easily browse and discover services, select product configurations, upload artwork seamlessly, and receive timely PDF proofs.

Implementation Approach

The project unfolded in key phases: initial analysis of the existing customer flows, strategizing enhancements based on user feedback, followed by the implementation of adjustments to the ordering interface and product categorization. This structured approach facilitated a smooth transition to the upgraded system.

What was built

The newly implemented solutions featured streamlined online ordering capabilities, enhanced product configurators, an intuitive artwork upload process, and options for online design. Additionally, clearer categories and improved navigation enriched the overall customer experience, ensuring that clients could find and utilize relevant services effortlessly.

What the workflow covers

Faster order handoff to production

Moves orders from checkout to the right internal step automatically, so prepress and finishing teams spend less time searching for details.

Clear proofing flow

Keeps proof requests, proof-ready updates, and approvals organized so jobs don’t start too early or stall waiting for feedback.

Fewer file-related surprises

Flags missing or non-ready artwork earlier and guides the next action, reducing last-minute delays and rework.

Better customer experience

Sends consistent updates at key moments—order received, files received, proof ready, approved, ready for pickup—so customers feel informed without calling.

Rush orders get attention first

Helps prioritize same-day or urgent jobs by labeling and routing them so they’re not buried under standard turnaround work.

Standardized internal steps

Creates a repeatable process across product types (cards, flyers, brochures, stickers, stationery), improving consistency even when the team is busy.

Less manual admin time

Reduces copying and pasting order info, chasing customers for missing details, and sending repetitive messages—freeing time for quality checks and service.

More visibility and accountability

Makes it easier to see what’s waiting for artwork, what’s waiting for approval, and what’s ready for pickup—especially helpful when multiple people touch the same order.

What clients say

Proofing is more consistent

We now follow a repeatable proof process instead of handling every order differently. It’s easier to keep track of approvals before production starts.

vehemoth

Better handling of rush jobs

Urgent pickup orders are easier to spot and prioritize. That alone reduced the stress during busy periods and improved our turnaround reliability.

David Stone

Smoother online ordering experience

The workflow helped us streamline what happens after an online order comes in. Customers get clearer updates, and our team spends less time sorting out what’s needed next.

budiintarget

Less back-and-forth about files

Orders missing artwork are flagged quickly, and customers are guided on what to provide. This reduced delays caused by incomplete uploads.

dasharatha24

Good base template, needs tailoring

The template covered the core flow well, but we still had to adjust some rules for our specific products and internal steps. Once tuned, it worked reliably.

ezp

Questions about this project

It’s designed for print and design businesses that take orders online and need a smoother path from product selection to file upload, proofing, and production—especially when customers collect orders in-store. A paid plan is recommended if you need reliable monitoring and priority support.

It helps automate the handoff after an order is placed: organizing order details, checking whether artwork is supplied, prompting proof preparation when needed, and sending customer updates until the order is ready for pickup. Pro plans help keep this running consistently with fewer interruptions.

Yes. You can route orders with print-ready files straight to prepress while flagging orders that need layout support or file fixes. This reduces confusion and keeps the team focused on the right next step.

It can be set up to notify customers when a proof is ready and to track approval status before production moves forward. For high-volume proofing, a paid plan helps with stability, retry behavior, and alerting.

Yes. You can tag and escalate urgent orders so they appear first in your internal workflow and trigger faster customer instructions (for example, reminders about supplying correct files).

Have your product categories, key order statuses, proofing steps, pickup instructions, and notification wording ready. If you have file rules (bleed, color mode, accepted formats), prepare those too so messages stay consistent.

Notifications can be sent through your chosen email provider or messaging tools, using templates for confirmations, proof-ready messages, and pickup readiness. You may need a verified sending address for good deliverability.

No—most businesses will tailor rules for products, finishing steps, and turnaround times. The template gives a strong starting point, and a paid plan is recommended if you want smoother operations, monitoring, and priority help during rollout.

It can standardize what gets checked and when, and make sure incomplete orders are flagged early. For best results, combine it with a paid plan so you can add safeguards, alerts, and more detailed tracking.

Yes—pickup-first businesses are a strong fit. The workflow can focus on proofing, production readiness, and “ready for pickup” notifications rather than shipping updates.

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Transforming Customer Experience for Print Ordering and Design Services

The challenge

Context and Problem

Goals

The solution

Solution Overview

Implementation Approach

What was built

How it fits the order workflow

Outcome

What the workflow covers

What clients say

Questions about this project

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