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Meet Sapient Sustain: context-aware AI for complex IT operations.
3M lines of COBOL → clear specs in 8 weeks.
Fixing slow sites, repeat issues and disconnected teams across 28 platforms and 50+ brand sites.
Fewer repeat issues, faster fixes and a more consistent site performance across brands.
cost reduction
faster incident resolution
fewer repeat issues
A global beauty products brand was running a fast-growing digital ecosystem across more than 50 sites and 28 platforms spanning commerce, data and consumer engagement across the Americas.
As the ecosystem expanded, it became harder to keep sites fast, stable and working as expected for customers, whether they were browsing products, logging in or completing a purchase, leading to slower issue resolution, inconsistent site performance and more customer-facing problems like slow load times, failed checkouts and broken site features.
Publicis Sapient worked with the organization to simplify how operations were run across teams and platforms, introducing Sapient Sustain, our AI-powered IT operations platform. The result was faster resolution of site and platform issues, lower cost to run day-to-day operations and a more stable foundation for delivering consistent shopping and brand experience across regions.
The ecosystem had become critical to how the business operated, but it wasn’t built to run as one connected system.
More than 50 brand sites across the U.S., Canada and LATAM depended on 28 interconnected platforms across commerce, data, loyalty, content and customer engagement. Each system played a role in delivering customer experiences, but they were managed independently.
Running this environment required constant coordination across vendors, tools and teams:
Even routine issues became time-consuming, requiring coordination across teams before resolution could begin. A slowdown in one platform could trigger issues in others, but there was no single view to trace root cause and impact quickly.
As demand for connected online and offline experiences increased, these gaps became more visible. Releases of new site features, campaigns and integrations slowed, issue backlogs grew and keeping experiences consistent across brands and regions took more effort it should have.
Over time, teams were putting in more work to maintain performance but not seeing better results. The business needed a more reliable way to run operations—and one that could scale without adding more complexity.
With Sustain, the brand was able to redesign the operating model to make day-to-day operations easier to manage and less dependent on manual coordination without replacing existing systems.
This approach combined structural changes with AI-driven capabilities:
Together, these changes reduced delays caused by disconnected systems and made it easier to identify and fix issues before they affected customer experiences.
The transformation delivered measurable improvements across cost, speed and operational efficiency:
Digital experiences are now more consistent across brands and regions, with fewer disruptions affecting customers. Issues are resolved faster, with fewer repeat failures, and teams spend less time coordinating across systems.
With a clearer view across platforms and defined ownership in place, the business can roll out new features, campaigns and integrations with fewer delays—while maintaining a more reliable experience for customers.
