Case study · Marketplaces
Enhanced Customer Experience for Memorial Products and Services
Churchill Memorials Limited, a family-run stonemasonry business, specializes in bespoke memorials, headstones, and nationwide installation services across the UK. They offer a range of products including cemetery memorials, kerb sets, and cultural memorials tailored to meet diverse customer needs.
Updated · By Huy Nguyen (David), CEO of Printcart
The challenge
Challenges
Prior to engaging with Netbase, Churchill Memorials faced challenges in presenting their extensive product range and services online. Customers encountered difficulties in ordering due to a lack of structured navigation and support for design uploads, which could lead to frustration during the purchasing process.
Goals
The primary objective was to simplify the customer journey, enabling customers to easily discover services, request quotes, and submit designs while viewing a comprehensive catalog of offerings.
The solution
Overview
Churchill Memorials Limited is a reputable family-run stonemasonry firm specializing in custom memorial services, including headstones, gravestones, and a variety of tailored memorial designs. With a strong presence in the UK, they are committed to providing compassionate guidance to bereaved families and ensuring transparent, accessible service through their online platform.
Solution Overview
Netbase implemented a clear, user-friendly interface that significantly enhanced the online ordering experience for Churchill Memorials. This involved creating a well-structured catalog that allowed for easy navigation across various memorial categories, including bespoke products and traditional styles.
Implementation Approach
The implementation was executed in phases, beginning with a thorough analysis of the existing customer journey followed by designing enhanced workflows for order processing. User testing was conducted to ensure a seamless experience for customers.
What was built
- Structured Online Ordering: Streamlined quote request and order placement processes that guide customers through their options.
- Product Configuration: Enabled customers to customize items directly, ensuring their specific needs are addressed.
- Artwork Upload Options: Allowing customers to submit designs or images for review, facilitating a personalized service.
- Improved Service Discoverability: Enhanced categorization of products and services for easier access.
How it fits the order workflow
This redesigned workflow effectively meets various stages of the customer journey: inquiry → design customization → proofing and approval → production and fulfillment. The improvements made by Netbase have considerably enhanced the customer engagement experience, setting a solid foundation for future growth.
Outcome
As a result of this collaborative effort, Churchill Memorials now provides customers with a streamlined ordering journey that reduces friction and enhances satisfaction. The new system supports fast turnaround times for quotes and approvals, ensuring that even sensitive services are handled with care and expertise.
Benefits
What the workflow covers
Faster quote turnaround
Standardizes enquiry details so your team can prepare quotes and design guidance with fewer missing details and less back-and-forth.
Cleaner customer journey
Improves how customers discover memorial categories and move from browsing to a clear “make enquiry” step, reducing confusion.
Centralized design intake
Collects artwork, inspiration images, and notes in one place to support bespoke memorials, inscriptions, and restoration estimates.
Better approvals workflow
Keeps proofing and sign-off steps organized so approvals happen faster and production can start with confidence.
Fewer mistakes in customization
Captures options and add-ons more consistently (materials, finishes, memorial styles, and extras), reducing costly misunderstandings.
Improved handoffs to installation
Helps ensure installation details are collected early, supporting nationwide fitting and reducing on-site surprises.
More consistent customer updates
Automatically confirms receipt and can trigger reminders and status messages, improving trust during a sensitive purchase.
Scales for trade enquiries
Supports structured intake for trade/wholesale requests so you can handle higher volume while maintaining service quality.
Client feedback
What clients say
4.8 out of 5 from 5 client reviews
Enquiries are finally consistent
We now receive the right information from the start, including design notes and key details, so quotes can be prepared without chasing customers.
juli94esp Great template, needed light tailoring
The workflow worked well out of the box, but we still adjusted a few option fields to match our product categories and how we quote customers.
Piers Lindley Much clearer path to ordering
Customers can browse the memorial range and reach a single clear enquiry action. It reduced confusion and improved the overall experience.
Jean-Philippe Boucher Better handling of bespoke requests
Design uploads and structured requirements made bespoke memorial discussions easier. Proofing and approvals feel more organized and professional.
Usman Lasisi Helped our installation planning
Collecting the right details early improved internal handoffs. Installation scheduling has fewer surprises and fewer missing pieces of information.
clikzdigital
Next step
Get a store like this
The full store, the service and the package that match this kind of project.
Full stores
Full web-to-print stores
Complete web-to-print e-commerce stores, built and launched for you.
See all full stores
Service
Custom web-to-print development services
Custom features, apps, designers and marketplaces.
See custom development services
Pricing
Full store pricing
Store, Store B2B and Enterprise packages, billed yearly, with the Printcart licence included.
See pricing
More case studies
More case studies: Marketplaces
Marketplaces
Enhancing Online Presence for Custom Product Design and Ordering Flow
This project showcased the transformation of a custom product design business, focusing on enhancing the online ordering experience and service visibility. The business specializes in providing clients with personalized products, such as business cards, flyers, and signage, aiming to simplify the ordering process for both users and vendors. With Netbase’s expertise, significant improvements were made in the client’s service discoverability, leading to an optimized and user-friendly online shopping journey.
Read the case study
Marketplaces
Transforming Online Product Ordering and Service Discovery for Enhanced Customer Experience
This project focused on enhancing the digital presence and ordering workflows for clients in the printing industry. By implementing streamlined information structures and intuitive navigation, the online platform has become more user-friendly. Customers are now able to easily discover services, upload designs, and complete their orders with reduced friction. This transformation not only simplifies the customer experience but also fosters growth and engagement, providing clients with a competitive edge in the marketplace.
Read the case study
Marketplaces
Optimizing Print Product Ordering Experience for Enhanced Customer Engagement
In today's increasingly digital marketplace, businesses in the printing industry face the challenge of delivering seamless online ordering experiences. With a focus on product customization and a user-friendly interface, Netbase transformed the ordering journey for a client in the print sector. By streamlining the catalog structure and enhancing service discoverability, the client can now showcase a wide range of products, including business cards and promotional items, while enabling customers to easily upload designs and make informed choices. Netbase's intervention not only optimized online ordering workflows but also enhanced the client's digital presence in a competitive market.
Read the case study
FAQ
Questions about this project
Can customers upload designs or photos with their enquiry?
Yes, the workflow is built to support an “upload your design” style journey, so artwork and reference images are captured alongside the customer’s request. On a Pro plan, you can add stronger tracking and alerts to avoid missed uploads.
Does this replace my website shop?
No. It enhances the customer journey around discovery, quote requests, design uploads, and approvals. You keep your current site experience while the workflow helps route enquiries, standardize information, and reduce manual admin work.
Who is this workflow best for?
It’s designed for memorial and stonemasonry businesses that sell a mix of stock and bespoke items and rely on enquiries, quotes, design proofing, and installation scheduling. It also fits teams serving families and trade customers. For higher volume, a Pro plan helps with reliability and monitoring.
Can it handle custom options like kerb set add-ons or infill choices?
Yes. The workflow can be configured to collect product options and add-ons consistently so your team receives clear requirements. If your categories differ, you may need light setup to match your product structure.
Is payment included in this workflow?
This workflow focuses on the ordering and enquiry journey; payment can be added as an optional step depending on how you charge (deposit, full payment, or invoice). If you want a more robust setup with tracking and handoffs, consider a Pro plan.
Will it notify customers automatically?
It can send confirmation messages and updates (for example: enquiry received, quote ready, approval needed). Sending methods may require an email or messaging service. Pro plans are recommended if you rely on notifications for day-to-day operations.
How long does setup usually take?
A basic setup can be done quickly if your forms and catalog structure are already defined. If you want custom routing, option sets, and approval stages, allow extra time for configuration and testing. Paid plans typically make rollouts smoother with better support options.
Does it work for restoration and additional inscription requests?
Yes. The workflow can standardize intake for cleaning, renovation, re-lettering, and added inscriptions, including collecting photos and site details so your team can estimate work more accurately.
How does it support proofing and approvals?
It helps move requests from enquiry to a structured approval stage by capturing requirements early and keeping design notes organized. You can add notifications to prompt timely approvals and reduce delays; Pro users typically get better stability for these reminders.
Can it support both families and trade/wholesale enquiries?
Yes. You can separate enquiry types (family vs trade) and route them differently, helping your team respond with the right pricing, design support, and turnaround expectations.
Can you work with a merchant in my country?
Yes. Printcart services are delivered remotely, so we work with merchants in any country. Netbase JSC, the company behind Printcart, has worked with clients in 80+ countries.
Do you support my industry?
Printcart services are not tied to one industry. Full stores, custom development, integration and support are delivered remotely; tell us what you sell and we will say plainly whether Printcart fits.
How do I pay for Printcart services?
You sign the contract with and pay the company, Netbase JSC. Payment is by bank transfer to the company account or by PayPal.
Who do I talk to?
Talk to our CEO, Huy Nguyen (David), on WhatsApp at https://wa.me/84937869689 or by email at support@printcart.com.
Working with Printcart
Remote delivery, one company contract
Printcart is a brand of Netbase JSC. Every Printcart service, from full web-to-print stores and custom development to integration and ongoing support, is delivered remotely, so a merchant in any country and any industry can work with us. Netbase has worked with clients in 80+ countries. Contracts and payments are made with the company, Netbase JSC. Payment is by bank transfer to the company account or by PayPal. To discuss a project, contact our CEO, Huy Nguyen (David), on WhatsApp at https://wa.me/84937869689 or by email at support@printcart.com.
Want a store like this?
Talk to our CEO, Huy Nguyen (David), or the sales team. Every service comes with a written scope and quote.
