CASE STUDY: 199PRINT.COM

199print.com is an online print store specializing in short-run color printing. The print facility is located in China, and orders are shipped to the U.S. or Canada.

Challenges

Customers need to place orders, upload files and make payments quickly and easily.

The staff at the U.S. office and the print facility in China need to coordinate their work, bridge time zones and surmount language barriers.

Solutions

NewCircle created a comprehensive, integrated set of web tools for customers and staff:

Database-Backed Power: The website is backed by a customer order database to provide instant access to data, enable automation and ensure data security.

Easy Upload: Customers can upload print jobs via a user-friendly web browser interface or using FTP.

Online Ordering: Customers can request samples, ask for quotes or enter orders online.

Automated E-mails: Automated notification helps staff process orders and requests; e-mails also inform customers about their order status.

Multilingual: Automated E-mails are generated in English for customers and staff members in US; in Mandarin Chinese for staff members in China.

Administrative Tools: Online tools help staff in the U.S. and China calculate pricing, process jobs, track order status, and communicate with other staff.

eCommerce: Customers can use electronic checks or major credit cards to pay online.

Rich Information: Product descriptions, pricing and user instructions are all readily accessible on the website, with intuitive navigation and convenient search funtionality.

Results

The net result of the NewCircle solution is better customer service at a lower cost :

Customers are attracted by a convenient order process.
Online service meets the customers' individual needs.
Communication among staff is enhanced.
Fewer staff are required to process more orders faster.
Marketing, sales and service experiences are integrated and streamlined.
Customer data can be downloaded in CSV files for marketing campaigns.

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