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Custom Signs — Ordering with Specific Dimensions and Requirements

Article Type: Internal Process Audience: Support Agents Visibility: Internal Only Category: Custom Orders & Design Section: Custom Ordering Process

Overview

Use this article when a customer contacts support about:

  • Ordering a sign with specific dimensions outside standard sizes
  • Custom materials, colours or finishes
  • Adding specific text, logos or design elements
  • Not knowing how to configure a non-standard product in the webshop

This article helps agents to:

  • Guide the customer through the custom ordering process
  • Know what information to collect before passing to production or design
  • Send a quote for custom requirements

What Counts as a Custom Order

A custom order is any order that cannot be placed directly in the standard webshop due to:

  • Non-standard dimensions (outside min/max size range)
  • Special material or finish not listed in the shop
  • Logo/artwork integration
  • Special fixing methods or mounting requirements
  • Urgent or large-volume requirements needing manual review

Information to Collect from the Customer

Before creating a custom quote or passing to production, confirm:

  1. Intended use — where will the sign be installed? (indoors/outdoors, industrial, office, etc.)
  2. Dimensions — exact height and width in mm (or maximum available space)
  3. Material preference — if known (aluminium, acrylic, engraved plastic, etc.)
  4. Text and content — exact wording, fonts if specified
  5. Colours — background and text colour (RAL/Pantone if relevant)
  6. Fixing method — how will it be mounted? (screws, adhesive, standoffs, etc.)
  7. Quantity
  8. Deadline — any urgency?

Agent Actions

  1. Collect all information listed above
  2. Use the Quote & Product Recommendation Process (Internal Operations → AI Agent — Max) to generate a quote suggestion
  3. Send the quote to the customer with a delivery time estimate
  4. If the requirement is outside normal production capability, escalate to the production/design team

Internal Note Example:

Customer requires custom aluminium sign, 600 x 200 mm, outdoor use, with company logo and text. Engraved finish requested. Quantity: 5. Quote requested — using standard quote process.