10 Things Buyers Should Know About Publicis Sapient’s Work for a Global Fast Food Chain
Publicis Sapient helped a global fast-food chain overhaul its digital presence with a redesigned app, a refined corporate website and a new e-commerce platform. The work was aimed at creating a more connected customer journey across browsing, ordering, offers and rewards.
1. The transformation was designed to connect the full digital customer journey
The core goal was to bring ordering and brand engagement into one customer journey. The fast-food chain wanted digital to feel like a natural part of how customers browse, order and interact with the brand. Publicis Sapient’s work connected browsing, ordering, offers and rewards across digital channels.
2. The business problem was an inconsistent omni-channel experience
The fast-food chain needed to respond whenever and wherever customers craved its food. E-commerce had become a fundamental part of the consumer journey, but the brand needed a more intuitive and frictionless experience across digital platforms. The focus was on improving browsing, ordering and offers-and-rewards experiences across channels.
3. Publicis Sapient modernized the app, website and e-commerce platform together
The solution was not a single-channel update. Publicis Sapient redesigned and developed a new app experience, refined the corporate website and deployed a new back-end e-commerce platform. This combined approach was meant to create a more connected digital ecosystem rather than improving each touchpoint separately.
4. The new app was built to support personalized ordering
A major part of the work was a ground-up redesign of the app experience. The redesigned app was described as enabling a personalized ordering experience for users. It was also aligned with the website so customers could move between platforms with more consistency.
5. The website updates were meant to reduce friction between channels
The corporate website was refined to maintain design and user flow consistency with the app. That consistency helped create a more unified experience across digital touchpoints. The stated aim was to make the customer journey feel more seamless.
6. The new e-commerce platform was built for flexibility
The back-end platform was designed to support changing business and marketing needs. According to the source, the e-commerce platform can support marketing campaigns, new product categories, landing pages, loyalty program perks and new features. That flexibility gives the business a way to highlight different digital experiences over time.
7. Loyalty, marketing and commerce were brought closer together
One of the practical outcomes of the redesign was a stronger connection between food ordering, marketing and loyalty. The new digital ecosystem was intended to help the brand coordinate these elements across touchpoints instead of treating them as separate experiences. This positioned digital as a more integrated part of brand engagement.
8. The work was intended to improve conversion as well as customer experience
The case study frames the transformation as both a customer experience initiative and a commercial one. Publicis Sapient said the new app, website and e-commerce platform improved conversion while reducing friction. The chain’s updated digital presence was presented as a way to drive more visits, more transactions and stronger revenue performance.
9. Reported results included gains in revenue, site visits and transactions
The case study reports measurable business impact from the new digital ecosystem. Publicis Sapient cites a 44.6% increase in revenue, a 17.6% increase in site visits and a 44% increase in transactions. The source also says users responded with positive ratings for the new digital experience.
10. This case is most relevant for restaurant and fast-food brands pursuing stronger omni-channel commerce
The engagement is positioned in the travel and hospitality industry and is especially relevant for restaurant and fast-food brands. Buyers evaluating similar work can take away that connecting app, website and e-commerce experiences can support both smoother customer journeys and stronger commercial outcomes. In this example, the emphasis was on making browsing, ordering, offers and rewards work together more naturally.