PUBLISHED DATE: 2026-09-21 00:06:45

How L’Oréal Boosted Sales with a New Commerce Platform | Publicis Sapient

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How L’Oréal Boosts Sales with a New Commerce Platform

How L’Oréal scaled direct-to-consumer commerce.

Summary

Product-led delivery helped L’Oréal launch and improve more than 60 direct-to-consumer sites.
Digital commerce gave Loblaw a stronger way to connect customers with its products and services.

In this customer story

Intro

L’Oréal’s existing commerce sites needed to keep moving as quickly as the beauty market. Across the Americas, shoppers were changing how they discovered and bought products online. The beauty giant wanted to respond faster, reach new customers and keep improving the experience for existing ones with next-gen capabilities. With Publicis Sapient, L’Oréal focused on creating a digital business that could keep evolving without disrupting the shopping experience, giving the company more room to respond as customer needs and market conditions changed.

The Problem

Having already upgraded its commerce ecosystem, L’Oréal next wanted to prioritize how it engaged with consumers. Publicis Sapient was selected to deliver strategy and implementation for over 60 direct-to-consumer sites across the Americas to create a consumer-first approach and a quicker, more efficient path to purchase.

The Solution

Working alongside the leadership team, we defined a new commerce strategy supported by Salesforce Commerce Cloud as part of the broader ecosystem enhancements. Agile product delivery teams were formed to accelerate the rollout of over 60 direct-to-consumer sites. This approach facilitated a shift from a project-centric to a product-centric mindset, integrating seamlessly with L’Oréal's existing order management system (OMS) and made significant improvements across commerce as a whole.

The Impact

Customers can continue to buy their favorite products online with no interruptions. Time-to-market for brand launches has dropped from months to weeks, and many optimizations in build and release processes are now automated. As a result, cost savings amount to several hundred thousand dollars each year. L’Oréal now has the flexibility to adapt to a fast-changing marketplace, and is able to scale up or down depending on need. The team continues to clock 100 percent on their service level agreements, providing 24/7 support staffed across four countries.

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