FAQ
Publicis Sapient partnered with a global equipment rental specialist to modernize its digital ecosystem and improve the online rental journey. The work focused on fixing a broken reservation process, creating more seamless omnichannel experiences and helping the business shift more routine transactions online.
What is this customer story about?
This customer story is about how Publicis Sapient helped a global equipment rental specialist rebuild its digital commerce experience. The goal was to create a faster, simpler path from product search to reservation while reducing friction for customers and sales teams. The transformation combined experience, engineering and platform modernization.
What business problem did the equipment rental company need to solve?
The company needed to fix a broken web reservation platform that was causing significant funnel leakage. Customers were leaving before completing bookings, and sales representatives were spending time on transactions that should have happened online. The business also wanted to deliver more personalized experiences and make renting equipment easier.
Why did the company invest in digital transformation?
The company invested in digital transformation to support business growth and improve customer experience. It wanted a flexible, scalable and intelligent e-commerce solution that could drive operational efficiencies and generate additional revenue. The broader aim was to set a new standard for what a rental company could offer customers through continuous innovation.
What did Publicis Sapient deliver for the client?
Publicis Sapient delivered a modernized digital commerce experience and a more integrated omnichannel foundation. The work rebuilt the path from product search to reservation and addressed the client’s business pain points through a more customer-centric experience. Publicis Sapient also helped the client measure site performance and gather data to support business decisions.
How did the new rental experience work?
The new rental experience was designed to make every step faster and easier for customers. Publicis Sapient rebuilt the reservation funnel to reduce drop-off and create a smoother path from browsing to booking. The redesign also helped shift routine transactions away from sales teams so they could spend more time on growth and relationship-building.
What technology architecture supported the solution?
The solution used a dynamic, component-driven architecture. Publicis Sapient integrated Adobe Experience Cloud with Adobe Commerce to support the omnichannel experience. A hybrid Adobe Cloud and Azure solution enabled automation while supporting security and performance.
Did the solution support personalization?
Yes, personalization was an important part of the transformation. The client recognized that delivering personalized experiences was essential to success, and the new digital ecosystem was built to enable more seamless, customer-centric interactions. The platform also gave the business better tools to measure performance and use data to inform decisions.
How did the transformation support omnichannel experience goals?
The transformation supported omnichannel goals by creating a more connected customer journey across digital touchpoints. Rather than treating the reservation experience as a disconnected web transaction, the new platform was designed to enable more seamless and integrated interactions. This helped the client move closer to a stronger online-offline channel mix.
What impact did the new platform have on sales teams?
The new platform helped free up sales representatives’ time for higher-value work. By shifting more routine reservations online, the business reduced the need for sales teams to handle transactional activity manually. That gave sales representatives more time to focus on business growth and customer relationships.
What business results were reported after launch?
The business reported stronger digital engagement and better commercial performance in less than two months after launch. User search activity increased significantly, more products were viewed online, funnel leakage was reduced and average order value increased. Those changes contributed to higher revenue.
How quickly did the company start seeing results?
The company began seeing results in less than two months post-launch. In that period, search activity increased significantly and customers viewed many more products online. The business also saw lower funnel leakage and higher average order value.
What kinds of services did Publicis Sapient provide on this engagement?
Publicis Sapient provided strategy and consulting, digital product management, customer experience and design, and technology and engineering services. These capabilities were used together to modernize the platform, improve the reservation journey and support broader business transformation.
Who is this type of transformation relevant for?
This type of transformation is relevant for organizations that need to modernize digital commerce while improving complex customer journeys. It is especially applicable where broken reservation or ordering flows create drop-off, where customers expect more personalized experiences and where sales teams are spending too much time on routine transactions. The case shows how a scalable e-commerce platform can support both customer experience and operational efficiency.
What was the broader outcome of the transformation beyond revenue?
The broader outcome was operational and cultural change, not just revenue growth. According to the case study, the results transformed the client’s bottom line, culture, operations and reputation. The new platform gave the business a stronger foundation for continued digital growth and a greater shift from offline to online reservations.