Start with the route an order takes
Before anyone logs in on go-live day, map the full order path from first enquiry to despatch. In a print shop, that means sales, artwork, production, accounts and dispatch all knowing where their part begins and ends. If the team shares one path on paper, the software can follow it cleanly.
Use a live example from your own work, such as a business card run, a branded clothing order, or a large-format job with variable sizes. Walk through who builds the product, who checks the file, who approves the proof, and who releases it to production. Keep the route practical and tied to the way your shop already works in Durbanville or elsewhere in South Africa.
- Define the first step after an order is placed
- Show which team sees the job first
- Mark where artwork review starts
- Show where payment or credit status affects release
- End with packing, courier booking or collection
Train the sales team on product builders and pricing
Sales staff need to know how product builders behave before customers see them. They should understand dropdowns, size options, quantities, finishing choices and any rules that change the price. A good session here cuts down on awkward calls later when a quote does not match the cart.
Price matrices need special attention. Show how they work for sheets, metres, sets, colour counts and finishing add-ons, then point out where the price changes when the customer selects another option. Sales staff also need to know when to steer a client to a custom quote instead of forcing a standard build.
- Review every option customers will see online
- Explain how pricing changes by size, quantity and finish
- Show which items need manual quoting
- Check tax settings and rounding rules
- Test the product view on phone and laptop
Give production one clear proofing routine
Production teams need a proofing routine that removes uncertainty. Training should cover artwork upload, file naming, low-resolution warnings, bleed checks, colour notes and the point where a job can move forward. If the team handles digital print, signage or apparel, the proofing rules may differ from one product group to the next.
Do not keep proofing as an abstract policy. Open real files during training and show what happens when artwork is too small, missing font outlines, or supplied in the wrong orientation. Staff should know how to flag a problem, how to request a corrected file, and how to mark a proof as approved once the client signs off.
- Set minimum file standards for each product group
- Show the preflight checks that matter most
- Clarify who approves a proof before production starts
- Teach the team how to record file issues
- Confirm where approved artwork is stored
Prepare the admin counter for orders, payments and courier steps
Admin training should focus on the practical side of order control. That includes payment status, delivery method, address capture, collection notes and how each order is linked to the right customer record. A clean admin process matters just as much as a neat product page because it keeps the shop from losing time to follow-up work.
If courier integration forms part of the setup, show how shipping choices appear during checkout and how labels or dispatch details are handled afterward. Where clients collect in person, make the collection process visible as well. The team must know what happens when payment is pending, partly paid, or linked to a corporate account with agreed terms.
- Confirm payment methods and account terms
- Check how delivery zones are handled
- Show the packing note and dispatch record
- Set rules for collection and collection references
- Keep customer details consistent across orders
Set up the corporate portal before staff touch it
B2B portal training is not only for the client. Internal staff need to know how corporate users will place follow-on orders, view approved products, and access pricing that differs from the public store. This is where account groups, access levels and product visibility should be explained in plain language.
Use one corporate scenario and show the full path from login to repeat order. Point out which items are hidden, which items have account-only pricing, and how saved templates reduce errors on repeat jobs. Sales and support teams should also know how to handle account changes, user resets and product updates without disturbing live work.
When the portal is launched properly, the team is less likely to treat it like a separate system. It becomes part of the same order flow, just with different rules for approved clients in Johannesburg, Pretoria, Cape Town or further afield.
Rehearse the first week with real roles and real questions
The final part of launch training should feel like a rehearsal, not a lecture. Assign roles to admin, sales, production and management, then run through a few sample orders from start to finish. Do not stop at the nice cases. Include a missing file, a changed quantity and a courier address that needs checking.
This is also the right time to note who handles updates after launch. Staff training works better when names are tied to tasks, so everyone knows where product questions, workflow changes and template fixes should land. Keep the handover simple and practical, and write the key steps down where the team can use them on a busy day.
- Run one full order from enquiry to dispatch
- Test a file problem and a price change
- Check the approval path for urgent jobs
- Record who handles template edits
- Note which staff need a refresher later
