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How a simpler rental experience turned more searches into orders.
A simpler digital rental process cut drop-off, increased order value and gave sales teams more time to sell.
For one of the world’s largest equipment rental companies, a broken online reservation process was costing more than clicks. Customers were bouncing before booking, while sales reps spent time handling transactions that should have happened online. Fixing the broken reservation funnel meant making every step faster and easier for customers. Publicis Sapient rebuilt their digital commerce experience to create a faster path from product search to reservation while shifting routine transactions away from sales teams.
A global equipment rental specialist realized that delivering personalized experiences was essential to their success. They also needed to fix their broken web reservation platform that was causing significant funnel leakage.The company needed to make renting equipment online easier and give customers more reasons to stay, search and buy.
Publicis Sapient partnered with the client to modernize their digital ecosystem and enable more seamless, customer-centric experiences. To bring the omnichannel experience to life, our engineering and experience experts implemented a dynamic, component-driven architecture with Adobe Experience Cloud integrated with Adobe Commerce. We are helping the client measure site performance and gather data to inform critical business decisions. Implementing a hybrid Adobe Cloud and Azure solution enabled complete automation, ensuring security and performance.
The results we achieved with the client transformed not just their bottom line, but their culture, their operations and their reputation.
The new ecommerce platform is helping the client realize their goal of driving a strong channel shift from offline to online reservations and freeing up their sales representatives’ time to focus on business growth and building relationships.
In less than 2 months post-launch of the new digital platform, user search activity increased significantly, and many more products were viewed on-line. There was also a reduction in funnel leakage as well as an increase in the average order value, all leading to an increase in revenue.
Aymen Toor
Managing Partner, Publicis Sapient
