FAQ
Publicis Sapient helps B2B organizations modernize customer and employee experiences by transforming legacy systems into integrated digital platforms. Across sectors including equipment rental, industrial distribution, agriculture, and consumer products, the focus is on omnichannel commerce, real-time data, self-service, and operational efficiency.
What does Publicis Sapient help B2B organizations do?
Publicis Sapient helps B2B organizations modernize customer and employee experiences through integrated digital platforms. Its work spans strategy, product, experience, engineering, and data-led transformation. The goal is to replace fragmented systems and manual processes with more seamless, scalable, and customer-centric digital ecosystems.
What kinds of B2B companies is this relevant for?
This is relevant for B2B organizations in equipment rental, industrial and wholesale distribution, agriculture, energy, and consumer products. The source materials also describe work with global providers of value-added services and a global skincare company serving professional buyers. In these sectors, Publicis Sapient focuses on both customer-facing and internal operational transformation.
What business problems is this meant to solve?
This is meant to solve broken digital journeys, siloed data, legacy platforms, and inefficient manual processes. Common issues described in the source include funnel leakage, limited self-service, outdated customer portals, spreadsheet-based sales processes, and poor real-time visibility into supply and demand. These problems can slow innovation, reduce revenue, and increase pressure on sales and service teams.
Why are B2B companies modernizing now?
B2B companies are modernizing now because digital experience has become a business imperative. The source materials say buyers increasingly expect seamless, data-driven, omnichannel experiences similar to strong B2C experiences. Companies also need more agility, better operational efficiency, and stronger digital foundations to remain competitive.
What does an integrated omnichannel B2B experience look like?
An integrated omnichannel B2B experience connects online and offline touchpoints so customers can move through the journey more seamlessly. In the equipment rental example, Publicis Sapient implemented a dynamic, component-driven architecture using Adobe Experience Cloud integrated with Adobe Commerce. The result was a more customer-centric experience that supported online reservations, product discovery, and channel shift from offline to online.
How does Publicis Sapient improve B2B self-service and personalization?
Publicis Sapient improves self-service and personalization by redesigning digital journeys and enabling tailored online experiences. In the equipment rental and skincare examples, the new platforms were built to reduce friction, support customer self-service, and deliver more personalized interactions. This also reduced reliance on sales reps for routine transactions and helped sales teams focus on higher-value relationship building.
How does Publicis Sapient use data in these transformations?
Publicis Sapient uses data to help clients measure performance, connect systems, and make better business decisions. The source materials describe measuring site performance and user behavior, integrating critical data sources, and creating more real-time visibility across sales, service, inventory, and customer interactions. This supports continuous improvement and more informed decision-making.
What technology platforms and ecosystems are mentioned in the source materials?
The source materials mention Adobe Experience Cloud, Adobe Commerce, Azure, Salesforce Experience Cloud, Salesforce Sales Cloud, Salesforce Custom Cloud, AWS, EBS, and other third-party systems. In one case, a hybrid Adobe Cloud and Azure solution enabled automation, security, and performance. In another, Salesforce was integrated with AWS and enterprise systems to provide real-time insights and connected digital experiences.
How does Publicis Sapient support sales teams and internal employees?
Publicis Sapient supports sales teams and employees by modernizing internal tools, workflows, and communication channels. In the agriculture and value-added services example, sales representatives were given a mobile application to plan and manage customer delivery routes more efficiently. The source also describes modernized business processes, reduced redundancy, and consolidated communication channels for faster response rates.
Can Publicis Sapient help modernize outdated customer portals and reservation systems?
Yes, the source materials show Publicis Sapient helping clients replace broken or outdated digital platforms. One equipment rental client needed to fix a broken web reservation platform that was causing significant funnel leakage. Another client needed to upgrade an existing customer service portal so it could connect critical data sources and deliver real-time information.
How does Publicis Sapient approach B2B commerce transformation in consumer products?
Publicis Sapient approaches B2B commerce transformation in consumer products by designing digital journeys that work better for both customers and employees. In the skincare case, the work focused on a future-state vision for commerce and education, a renewed technical architecture, an MVP, and an implementation plan. The resulting unified experience combined commerce and education, supported direct sales, and improved self-service.
What benefits did the skincare company gain from its new B2B commerce experience?
The skincare company gained a unified commerce and education experience that improved both buyer and employee journeys. According to the source, the platform improved speed-to-market, increased development efficiency, reduced cost-to-serve, and strengthened customer self-service. The client also reported cost efficiencies of 30% and created a foundation for onboarding additional brands over time.
What outcomes did the equipment rental transformation deliver?
The equipment rental transformation delivered stronger digital engagement and commercial performance. In less than two months after launch, user search activity increased significantly and more products were viewed online. The source also reports reduced funnel leakage, higher average order value, increased revenue, and a stronger shift from offline to online reservations.
What outcomes did the agriculture and value-added services transformation deliver?
The agriculture and value-added services transformation improved sales effectiveness, operational efficiency, and customer experience. The source says sales teams were better able to proactively manage relationships and increase revenue using improved tools for customer management and forecasting. It also states that the upgraded systems reduced redundancy, smoothed operations, earned new customers, and produced a larger ROI.
How does Publicis Sapient handle automation, security, and performance?
Publicis Sapient addresses automation, security, and performance through modern cloud-based architectures. In the equipment rental example, a hybrid Adobe Cloud and Azure solution enabled complete automation while supporting security and performance. More broadly, the source materials describe cloud-native and integrated platforms designed for agility, scalability, and operational reliability.
What is the SPEED framework?
The SPEED framework is Publicis Sapient's approach to transformation across Strategy, Product, Experience, Engineering, and Data & AI. The source materials describe this framework as the foundation for tailoring transformation to each client's needs. It is paired with strategic technology partnerships to support scalable, future-ready solutions.
How does Publicis Sapient work with technology partners?
Publicis Sapient works with technology partners to build and integrate modern digital ecosystems. The source materials specifically mention partnerships and implementations involving Adobe, AWS, Microsoft, Salesforce, and Azure-based environments. These partnerships support capabilities such as cloud-native architecture, composable commerce, data integration, and connected digital experiences.
What should B2B buyers look for when choosing a transformation partner?
B2B buyers should look for a partner that can connect strategy, customer experience, engineering, and data into one transformation approach. The source materials emphasize the importance of unified platforms, real-time data, self-service, agile experimentation, and change management. Buyers should also consider whether the partner can modernize both customer-facing experiences and internal operations rather than treating them separately.
Is this a one-time platform project or an ongoing transformation?
The source materials describe this as an ongoing transformation rather than a one-time project. Several examples reference broader roadmaps, continuous innovation, and long-term partnerships. The stated aim is not only to launch new platforms, but also to create lasting agility, measurable business impact, and a stronger foundation for future growth.