Web-to-Print Portals: 12 Steps for Getting End User Buy-In, Boosting Utilization
8) Provide ongoing support. If someone inside the client company has a problem with the site, where do they go? One bad experience is enough to sour them for a long time, especially if they have the option to use outside providers.
Will that support come from inside the client company? Or is that something the printer will provide?
For Pageau, tech support is Darwill's responsibility. "We have an 800 number on the Website. If users have mechanical issues on the site, they don't call corporate—they call us," he says.
Simons, of Holland Litho, agrees. "Our phone number and e-mail address are there for tech support, but the e-mail doesn't point directly to our firm. We keep it generic, so we can support multiple sites through the same address. But the e-mails come directly to me."
9) Be great. To keep customers using the system, that support has to be not just good, but great. "It could be a stumbling block if clients call with questions and support doesn't know how to answer them," says Allen, of Sun Life. "So, we have escalation procedures in place. They can approach me, our team lead or our print shop senior manager to ask questions and access resources."
10) Don't over-focus on print. Users, whether internal or external, won't buy into a system that they think is too restrictive. If it doesn't provide users with the options they want or the flexibility they need to do their jobs, they won't use it. This is what prompted Toro to opt for an in-house system.
"We had been approached by several printers with the concept [of Web-to-print], but they approached it like, 'This is a print solution for you,' " reveals Lindahl. "If they had approached us with a turnkey solution, we would have been more open to hearing what they had to say. But they were too focused on the print side."