Case study · Apparel & merch
Improving Online Ordering for Custom Apparel and Merchandise
Team Image, known for its custom apparel and promotional products, sought to enhance its online customer experience. Netbase played a pivotal role in streamlining the ordering workflow, enabling users to easily navigate through service offerings. This apparel and merchandise project covered product configuration, catalog structure and headless commerce; Netbase JSC, the company behind Printcart, delivered it remotely.
Published · By Huy Nguyen (David), CEO of Printcart
- Apparel & merch
- Headless / API
- Delivered by Netbase JSC
The challenge
Context and Problem
Team Image, a prominent player in the custom apparel and promotional products sector, provides a comprehensive range of services, from screen printing to embroidery, catering primarily to sports teams, schools, and corporate clients in Central Indiana. However, their existing online ordering system faced challenges, including complex navigation and a cumbersome design upload process. As a result, customers experienced friction when attempting to place orders and submit their artwork.
Goals
The aim was to revamp Team Image's digital presence to deliver a more intuitive ordering experience, improve service visibility, and streamline customer interactions throughout the buying journey.
The solution
Solution Overview
To achieve these goals, Netbase delivered a refined online platform that emphasizes user experience, making it easier for customers to discover services, configure products, and upload designs. The structure of the service catalog was enhanced to promote better visibility of the various offerings, ensuring that customers could effortlessly find the solutions they needed.
Implementation Approach
The implementation involved several high-level phases, including user experience research, design enhancements, and testing. Each phase was designed to address specific customer pain points and iteratively refined based on feedback.
What was built
- Online ordering system for streamlined purchasing.
- Product configuration features that simplify selection processes.
- Artwork upload capabilities allowing seamless submission of designs.
- Improved categorization for service offerings, enhancing discoverability.
- Clearer customer journey flow from initial quote requests to production and fulfillment.
How it fits the order workflow
The integration of this upgraded system closely aligns with Team Image's operational workflow. Customers can now submit a quote, collaborate on design approvals, and seamlessly transition into production and fulfillment, all while enjoying an improved online experience. This ensures that Team Image remains competitive in their market, offering a premium service to their clientele.
Outcome
The refined ordering experience has led to significant improvements in customer satisfaction. Users now enjoy a smoother journey, reducing the friction associated with selecting options and submitting artwork. The enhanced catalog structure allows for better service visibility, guiding customers through their purchasing decisions with greater ease.
Benefits
What the workflow covers
Faster quote-to-proof turnaround
Captures order details and artwork up front, so your team spends less time chasing missing info and more time preparing accurate quotes and proofs.
Cleaner artwork intake
Standardizes file uploads and notes, reducing lost attachments, incorrect versions, and the confusion that often slows down custom apparel decoration.
Smoother art approval workflow
Keeps approvals visible and traceable so customers know what to review and your art team can move orders into production with fewer last-minute surprises.
Better service discoverability
Supports a clearer catalog structure so customers can quickly find what they need—custom apparel, team uniforms, embroidery, screen printing, and promotional products.
Fewer manual handoffs
Automatically routes requests to the right internal owner based on order type, reducing delays and mistakes when juggling multiple service lines.
Consistent customer communication
Sends timely confirmations and updates so customers feel informed from request to fulfillment, while your staff avoids repetitive follow-ups.
Improved readiness for production
Ensures key details are collected and approved before production begins, helping reduce rework and improving on-time delivery performance without promising specific timelines.
Scales with webstores and programs
Fits ongoing corporate and team-store workflows by supporting repeat ordering, fulfillment coordination, and clearer tracking for multi-order programs.
Client feedback
What clients say
4.8 out of 5 from 5 client reviews
Better handoffs between sales, art, and production
Routing rules made a noticeable difference. Each request reaches the right person with the right details, so jobs don’t sit in limbo when we’re busy.
Steve Lu Much smoother ordering experience
Customers can find what they need faster and submit artwork without confusion. Internally, requests arrive organized, which cut down on back-and-forth before we can start the proof process.
Ary Artwork approvals are easier to manage
We finally have a consistent way to track proofs and approvals. It’s easier to avoid old versions, and the team spends less time searching for files and email threads.
deeggy Strong foundation with room to tailor
The template covered the main flow well, and we customized a few fields and messages to match how we run corporate programs and team orders. Setup took a bit of testing, but results were worth it.
adimart Clearer service categories improved discovery
The way services are grouped makes more sense now. Customers understand options like screen printing vs. embroidery more quickly, which helps them request the right thing the first time.
Jay Rivera
Next step
Get a store like this
The full store, the service and the package that match this kind of project.
Full store
Personalized event merch store
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Service
Printcart setup and launch services
Install, configure and launch Printcart on your store.
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Pricing
Full store pricing
Store, Store B2B, Store Marketplace and Enterprise packages, billed yearly, with the Printcart licence included.
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FAQ
Questions about this project
Will customers receive confirmations and status updates automatically?
Yes, you can enable automatic messages for milestones like request received, proof ready, approval needed, and production started. A paid plan helps with dependable delivery and monitoring.
Can I customize the fields and questions customers see?
Yes. You can tailor required details like sizes, quantities, due dates, logo placement, and delivery preferences. This helps reduce missing info that typically slows down quoting.
Who is this workflow best for?
It’s designed for custom apparel and promotional product businesses that handle quotes, artwork approvals, and production handoffs—especially for teams, schools, and corporate programs with repeat orders and webstores.
What problem does it solve in daily operations?
It reduces back-and-forth by organizing requests, collecting artwork cleanly, routing work to the right person, and keeping customers updated through key steps like quote review and proof approval.
How does it manage design files and revisions?
It can store uploads in a structured way, label versions, and track approval status. For best reliability and searchability, a paid plan is recommended if you expect frequent revisions or larger files.
Can it handle both screen printing and embroidery orders?
Yes. You can set routing rules by decoration type so requests go to the right team and the workflow asks for the correct details (such as stitch files or print-ready art expectations).
Do I need an online store to use it?
No. It can start from a simple quote/request form and still manage the internal workflow. If you do have webstores or private portals, you can extend it to support reorders and fulfillment updates.
How long does setup usually take?
A basic setup can be done quickly, but most businesses spend additional time refining categories, routing rules, and message templates. A paid plan can speed this up with priority guidance and fewer operational surprises.
Does it support corporate programs and recurring orders?
Yes. You can add customer segments (corporate, school, team store) and apply different rules for approvals, invoicing preferences, and fulfillment steps to match ongoing program needs.
What if something breaks or a message doesn’t send?
Free usage is best for testing and learning. For business-critical use, a paid plan is recommended so you can rely on monitoring, alerts, and faster support to keep orders moving.
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.
