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Web-to-Print Solution Frustration

When people get frustrated with software, they are looking for an easy answer to get closure. One of the most common reactions to web-to-print frustration is to shop for a different solution. Before you start shopping, take a long hard look at your investment in really learning the web-to-print solution you already have.

By Jennifer Matt
Published: January 4, 2017

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Jennifer Matt is the managing editor of WhatTheyThink’s Print Software section as well as President of Web2Print Experts, Inc. a technology-independent print software consulting firm helping printers with web-to-print and print MIS solutions. You can reach her at jen@whattheythink.com.

 

Discussion

By Robert Godwin on Jan 09, 2017

Learning software and what it can do for your company is the responsibility of every employee that logs into the system. Some systems require formal training, SAP or Oracle for example. Others can be self-taught with a fairly high degree of competency as a result. Every software provider providers User Guides and FAQs, YouTube tutorials etc. There is no valid excuse for not being at least familiar with your company’s systems, if not fluent in the capabilities.

 

By Jennifer Matt on Jan 09, 2017

Robert,

Agreed AND the excuses I hear all too often are...

- this software doesn't work like it did during the sales process
- this software doesn't fit our business
- we haven't got enough training from the vendor
- the vendor trained us on everything during the implementation and we forgot most of it, now when we go to do something, we're clueless.

Jen

 

By Jos Steutelings on Jan 10, 2017

Could it be that (smaller) printers don't have enough resources or not the right profile of employees to dive into the matter? It's maybe a poor excuse but unfortunately in many cases the reality.

Also production stress is sometimes a reason why employees don't dive into software. They just do the most necessary steps to produce the job.

But you're right, this should not play...

 

By Steve MacKenzie on Jan 10, 2017

Jos,

When you mention problems with Web to Print software, are you referencing the Customer experience and frustration or are you referencing the Employees frustration with processing the order?
Most cases that we have seen and experienced are always around the Customer's experience, the complexity of the page design, passwords, firewalls, permissions, uploads, etc.
Very few Printers are prepared and equipped to training and support customers trying to use their portal.
Once the order has been received the lack or quality or incomplete integration to production systems can cause employee headaches. Many printers develop SOPs to handle the processing, regardless if it's manually or automated.
Attempting to publish a system that is designed for internally trained and experienced users and it's complexities will most certainly frustrate the average Customer without required support and training

 

By Robert Godwin on Jan 10, 2017

" the vendor trained us on everything during the implementation and we forgot most of it, now when we go to do something, we're clueless."
And does anyone still wonder why so many printers shuttered their business?
This one actually made my stomach hurt...from laughing so hard!

 

By Jos Steutelings on Jan 11, 2017

Hi Steve,
I was referring to 'the employee' which has difficulties using the full capability of the web-to-print solution e.g. fine-tuning the system in the backend.
But one of the first W2P projects I was involved in failed because of the lack of customer (often UX stuff) experience.

 

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