A partner built on attentiveness
POSITIVE+ delivers design, print, visual merchandising, point of sale, direct mail and installation work for household names across retail, beauty, fragrance, leisure, healthcare and the estate agency sector. It’s a family-run business, and Sarah puts its 30-plus years of longevity down to a phrase the team uses about itself.
“We are the partner that does.” — Sarah, Director of Client Services, POSITIVE+
The question POSITIVE+ had to answer, and is still answering, is how to hold onto that standard of service while the business around it keeps growing.
When the manual model ran out of road
For most of its history, POSITIVE+ ran on relationships and responsiveness. Jobs arrived by phone and email, and account handlers processed each one by hand before passing it to production. That worked well for smaller accounts. It stopped working as clients grew from a modest number of sites into dozens, spanning health, hospitality and corporate divisions.
Account managers were spending growing chunks of their time on administration: chasing order statuses, logging repeat requests, answering questions that didn’t need a person to answer them. Brand consistency across multi-site clients was hard to guarantee. And for clients with field sales teams working across the UK, waiting on print wasn’t just an inconvenience, it was time those reps weren’t spending with customers.
“People don’t want to be ringing up for 50 leaflets. It’s not how they should be spending their time.” — Sarah, Director of Client Services, POSITIVE+
POSITIVE+ had already tried a web-to-print platform before Infigo. It wasn’t built for where the business needed to go next.
Choosing a platform that would keep building
POSITIVE+ selected Infigo as its web-to-print platform, running alongside printIQ for production workflow and MIS integration. The deciding factor wasn’t a feature list, it was trajectory: POSITIVE+ wanted a partner that kept developing, not one that delivered a product and stopped.
One of the earliest and most significant decisions was building genuine platform expertise in-house, rather than depending on external development for every configuration change. That meant new storefronts could be built quickly, and workflows could be adapted to match each client’s own service level agreements without sitting in a development queue.
“We can obviously brand it to you, but we can really make it customisable. If you want something completely different to somebody else, that’s fine. We can do that.” — Sarah, Director of Client Services, POSITIVE+
The practical result: POSITIVE+ can now walk into a client conversation and commit to a fully branded, fully configured ordering portal, built around that client’s own products, budget controls and approval workflows, delivered in days rather than weeks.
From 10 days to 72 hours: one client, rebuilt
The clearest way to see what POSITIVE+ has built is to look at what it did for one client in the healthcare sector: a provider of health and care products with sales reps working across the UK.
When POSITIVE+ first took this client on, the picture was fragmented. The client was running across three separate systems with no single view of stock, spend or fulfilment. Reps were ordering well beyond what they needed, with no visibility into cost, and lead times with the previous supplier were running at 10 to 15 working days. Sarah remembers exactly what the client’s sales director was adamant about from the start.
“It’s not their job. They’re supposed to be out on the road.” — Sarah, Director of Client Services, POSITIVE+, describing the client’s brief
Reps needed to be with customers, not managing print logistics or waiting at home for a delivery.
POSITIVE+ built a fully integrated Infigo portal for this client in 10 to 14 working days. It went well beyond a basic ordering catalogue:
- Stock management and print-on-demand in one platform, giving the client a live view of what it held and what would be produced to order
- Division-level access controls, so each representative could only see and order the products relevant to their role
- Order quantity rules by product, capping items like branded pens at a set number per representative each month and resetting automatically
- Budget visibility, letting the client track and justify print spend for the first time
- Automated order status notifications at each stage, so reps no longer needed to chase deliveries themselves
Lead times fell from 10 to 15 working days to 72 hours from point of order. Unnecessary purchasing stopped, saving the client thousands of pounds a year on reordering branded merchandise alone across its roughly 50 sales reps.
What changed across the business
POSITIVE+ doesn’t describe what Infigo and printIQ have enabled as a replacement for its service model. The technology creates room for better human work, it doesn’t stand in for it. The routine touchpoints that once absorbed account managers’ days have largely moved to the platform. What’s left for the team is the work that needs judgement and a relationship behind it.
Across the client base, portals now handle brand consistency for multi-site accounts, enforce ordering rules that protect budget and stock, surface real-time inventory and spend data, and standardise the buying experience regardless of who’s placing the order or from where.
The partnership
What Sarah keeps coming back to is visibility and genuine two-way communication with Infigo: knowing what’s coming next, being heard when something needs changing, and having a development plan that reflects what the business is actually trying to do.
“It’s like building a jigsaw puzzle, really. To make sure that we sit in the background and the clients get everything they want before they even think about wanting it.” — Sarah, Director of Client Services, POSITIVE+
Lauren Stone, Customer Success Manager at Infigo, sees the same partnership from her side of the table.
“Our clients are almost a community within the industry. No client is exactly the same, but that’s what drives our innovation, finding new ways the system can work with each business. We pick up on an idea from one conversation and think, that might work for POSITIVE+, or that might work somewhere else.” — Lauren Stone, Customer Success Manager, Infigo
POSITIVE+ sits in the background, with Infigo as one of the pieces that makes that possible, so it can stay ahead of its clients rather than simply keeping pace with them.
What this means for service-led print businesses
There’s a version of the POSITIVE+ story that’s simply about adopting better technology. The more useful question it raises applies to any service-led print business: can you absorb increasing complexity without losing the quality your reputation was built on?
What POSITIVE+ has built with Infigo and printIQ is an operational model that answers that question directly. The platform handles the administration. The team does the work that needs a person. Clients get the speed of a digital-first buying experience, with the attentiveness of a partner that still genuinely cares about the result.
About POSITIVE+
POSITIVE+ is a full-service creative and production partner based in Mitcham, United Kingdom. Family-run for more than 30 years, it delivers design, print, visual merchandising, point of sale, direct mail and installation for enterprise clients across retail, beauty, fragrance, leisure, healthcare and the estate agency sector.
About Infigo
Infigo is workflow automation infrastructure for print businesses that have outgrown a basic ordering tool. It connects storefronts, prepress and production so orders move with minimal manual handling.
Trusted by print businesses across commercial print, packaging, labels and large format, Infigo connects your online ordering experience directly to your production workflow so orders flow from customer to press with minimal human intervention.
How much is manual order entry costing you?
Positive+ replaced three disconnected systems with a single Infigo and printIQ integration, and cut one client’s lead time from 10 days, down to 72 hours. Our free guide shows how print businesses close that same gap between web-to-print and MIS, and what it’s worth per order, per week and per year.
Frequently asked questions
POSITIVE+ is a full-service creative and production partner, delivering design, print, visual merchandising, point of sale, direct mail and installation for enterprise clients across retail, beauty, fragrance, leisure, healthcare and the estate agency sector.
POSITIVE+ runs its client ordering portals on Infigo, integrated with printIQ for production workflow and MIS.
POSITIVE+ built a fully integrated portal for one healthcare client, including stock management, budget controls and automated order tracking, in 10 to 14 working days.
By replacing three disconnected systems with a single Infigo portal that combined live stock visibility, print-on-demand, division-level ordering controls and automated status notifications.
Having in-house platform expertise means POSITIVE+ can adapt workflows, build new storefronts and respond to client requests without waiting in an external development queue.
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POSITIVE+ replaced three disconnected systems with one Infigo and printIQ portal, cutting a client's lead time to 72 hours. Find out what that looks like for your business in a tailored 1-to-1 demo.
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