Improving the Customer Experience
How your customers interact with your business sets the tone for your relationship. For years, county staff submitted service requests on a handwritten 4-part carbonless form. Without print production knowledge, it was difficult for customers to interpret and was labor intensive to complete for each new order. Costs and estimates were manually calculated, sometimes taking several days to produce. It was time to modernize the county's print ordering process.
The division had previously implemented EFI PrintSmith, a print production management tool commonly utilized in the printing industry. Building on that success, we selected EFI's self-service online ordering platform, MarketDirect StoreFront, branding the website as Placer Print.
Each product is carefully configured through the EFI MarketDirect StoreFront content management system, allowing for complex options and built-in template controls. The software allows us to maintain Placer's branding standards and generate high-quality print files for our production team.
After months of complex website configuration and testing, the Placer Print website went live. County staff access the front end of the website using single-sign on, so they don't have to remember an extra password.
The system allows county staff to obtain instant quotes, customize and submit print orders, review their order history, and track the status of their requests. Only approved staff are able to submit orders, safeguarding department budgets.
Placer Print allowed us to streamline our ordering process and improve the way we communicate and connect with our customers. Rather than having to interpret a four-part carbonless form, staff are directed through a simple online ordering process, reducing errors.
Customers can review their order history, check the status of their request, and easily submit reorders through their Placer Print account. They can also audit past spending to ensure compliance with their budgets.
Submitted orders automatically import to our production management software, where staff can easily access order details and production files. By eliminating the lengthy data entry process, we are able to send jobs into production sooner and turn them around much quicker.
Once orders are completed, our accountant can easily export billing information for Workday, the county's financial software.
We regularly updated county leadership on the status of the project, as well as the benefits of their investment. The project also helped build our reputation as a modern, solutions-oriented print shop.
Training Department Administrators
Once the website went live, we hosted virtual and in-person orientations for department administrators. Participants were guided through placing orders, utilizing online design templates, and managing their accounts. Reference materials were also provided:
Promoting Placer Print
I wanted to connect with county staff and let them know how easy it was to utilize our services. With a video concept in mind, I partnered with the county's videographer to produce an internal commercial.
Placer Print has completely transformed the way we do business. We continue to add more ordering templates and customized products in order to support the needs of modern government.