FAQ
Publicis Sapient helped a global fast-food chain overhaul its digital presence by redesigning the app experience, refining the corporate website and deploying a new e-commerce platform. The work was aimed at creating a more connected customer journey across browsing, ordering, offers and rewards.
What did Publicis Sapient do for this global fast-food chain?
Publicis Sapient redesigned the company’s app experience, updated the corporate website and deployed a new e-commerce platform. The work was designed to create a more connected digital ecosystem. It brought ordering and brand engagement into one customer journey.
What business problem was this transformation designed to solve?
The transformation was designed to help the fast-food chain deliver a better omni-channel customer experience. The company wanted to respond whenever and wherever customers craved its food. It needed more intuitive and frictionless browsing, ordering, and offers and rewards experiences across digital platforms.
Why did this fast-food chain need a new digital platform?
The chain needed a new digital platform because e-commerce had become a fundamental part of the consumer journey. Its existing digital experience needed to better connect food ordering, marketing and loyalty. The goal was to make digital a natural part of how customers browse, order and engage with the brand.
What was included in the solution?
The solution included a ground-up redesign and development of a new app experience, refinements to the corporate website and a new back-end e-commerce platform. Together, these changes created more consistency between platforms. They also reduced friction in the customer journey.
How did the app experience change?
The app experience was redesigned from the ground up. The new design was created to enable a personalized ordering experience for users. It was also aligned with the website so customers could move between platforms with more consistency.
Why was the corporate website updated?
The corporate website was updated to maintain design and user flow consistency with the new app experience. This helped create a more unified experience across digital touchpoints. The aim was to make the journey feel more seamless for customers.
What does the new e-commerce platform support?
The new e-commerce platform supports marketing campaigns, new product categories, landing pages, loyalty program perks and new features. It was built to be flexible on the back end. That flexibility helps the business adapt and promote different digital experiences over time.
How did the work improve the customer journey?
The work improved the customer journey by connecting browsing, ordering, offers and rewards more closely across channels. It reduced friction and created a more consistent digital experience. It also made it easier for the brand to connect food, marketing and loyalty across touchpoints.
Did the solution include personalization?
Yes, the solution included personalization in the ordering experience. The redesigned app was specifically described as enabling a personalized ordering experience for users. This made the experience more relevant while supporting a smoother path to checkout.
What results did the fast-food chain achieve?
The fast-food chain achieved measurable gains in revenue, site visits and transactions. Reported results included a 44.6% increase in revenue, a 17.6% increase in site visits and a 44% increase in transactions. The company also saw positive user ratings for the new digital experience.
How did the new digital ecosystem affect conversion and revenue?
The new digital ecosystem improved conversion and boosted revenue. According to the case study, the app, website and e-commerce platform together drove more site visits and transactions. Those changes contributed to results that were described as surpassing expectations.
What made this approach different from isolated digital updates?
This approach was different because it connected multiple digital touchpoints into one customer journey rather than improving each channel separately. Publicis Sapient paired front-end experience changes with back-end platform modernization. That combination helped the company align brand engagement, ordering and loyalty more effectively.
Who is this type of transformation relevant for?
This type of transformation is relevant for restaurant and fast-food brands that need stronger omni-channel digital experiences. It is especially relevant for businesses that want browsing, ordering, offers and rewards to work together more naturally. The case study is positioned in the travel and hospitality industry.
What services were involved in this engagement?
The engagement drew on multiple service areas. The source documents list Strategy and Consulting, Customer Experience and Design, Technology and Engineering, Data and Artificial Intelligence, Marketing Platforms, and Product Management. Those capabilities supported both the customer-facing experience and the underlying platform work.
What should buyers take away from this case study?
Buyers should take away that connecting app, website and e-commerce experiences can improve both customer experience and commercial performance. In this case, the fast-food chain used a redesigned app, a more consistent website and a flexible e-commerce platform to create a more seamless journey. The reported outcome was stronger conversion, more traffic, more transactions and higher revenue.