Customers the key for Signmaster development
Signmaster Systems has opened up about a major initiative to develop and enhance its website, with a focus on making it easier for customers to do business with the company.
The six-month project has led to a major overhaul of the site, with users able to access a number of new features designed to help them with their own print or wide-format operation.
Among these features is the ability to order inks and media online—something that was not possible on the previous site—as well as the addition an expansive library of video content that addresses some of the most commonly reported technical issues from customers.
Speaking about the project, Lucy Ratcliffe, director at Signmaster, says that the initiative has proved to be a major success and explains how these new features can be of real benefit to registered customers.
“We wanted to develop a site that enabled customers to make orders whenever they wanted and get everything they needed,” Ratcliffe says.
We wanted to develop a site that enabled customers to make orders whenever they wanted and get everything they needed”
“We also wanted to take this to the next level with the site in that once a user had registered as a customer on the site and placed an order, the site would save the order history and make it much easier for when it comes to ordering again in the future.
“Also, we now offer around 40 tech videos describing and helping customers on our most common call-in issues. Registered customers can access these videos and see how to address issues with hardware.
“This saves customers having to wait on our tech call-back list—although we do guarantee a call back in the same day—as it gives them access to a library of content when they can see how to solve some of the most common issues with a quick video.”
As to how this can specifically help both print and wide-format print companies, Ratcliffe cites her own experience as a printer prior to joining Signmaster and an issue that she encountered on a regular basis.
“You can argue that the site is more automated, but because the print industry is getting busier, people want things faster all the time,” Ratcliffe says, adding: “It means time is such a key luxury for printers now. We always have them in our focus—we want to make it as easy and as fast as possible for them.
This is just phase one for us; we have ideas to add even more phases into it and develop it more”
”An example of this in practice is that if at a print company, they have one guy who does all the ordering, and he goes on holiday, then it can be difficult for someone else to go through this process.
“With the new site, all the employee needs to do is pass on the login details to their colleague and they can then log in, see the order history and know what they need to order.”
Ratcliffe goes on to say that with phase one of the project having proved to be a big success for Signmaster, she is now keen to work with the team to see how the site can be improved further, again with a major focus on what this can do for the customers.
“This is just phase one for us; we have ideas to add even more phases into it and develop it more,” Ratcliffe says, adding: “We have a constant focus on making it more user friendly and we want to advance the tech element on the site to make it even easier, add e-commerce across some of the hardware products.
“It’s been a six-month project to get to where we are now, so we are taking a step back to see how it goes and then look at it again to see how we can improve on it.”
Written by Rob Fletcher – Signlink Consultant Editor