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Improving User Experience Inside Dynamics: Wiley’s Strategic Shift with Apty
Wiley embedded contextual, in-app guidance into Microsoft Dynamics to reduce friction for users across publishing and education teams. The result: fewer support tickets, better process visibility, and stronger employee focus on value-added work.
The Challenge:
Wiley’s global teams rely on Microsoft Dynamics to manage daily business operations. But users struggled with navigation, spent excessive time opening support tickets, and often missed updates to critical processes. This led to inconsistent execution, lower productivity, and operational bottlenecks.
The Apty Shift:
To improve the Dynamics experience without replacing the system, Wiley selected Apty to:
- Deliver in-app walkthroughs that guide users at the point of need
- Improve process communication with targeted notifications
- Streamline task execution by reducing dependency on external documents
- Reduce repetitive “how-to” ticket volumes for IT teams
The Outcomes:
- Faster completion of routine processes
- Reduction in support queries for basic navigation issues
- Improved communication of system changes
- Centralized procedural knowledge for teams
- Increased satisfaction with the Dynamics environment
”By providing in-app guidance and streamlining process communication, Apty is enabling our teams to focus on what matters—delivering educational value, not troubleshooting systems.
— Digital Experience Leader, Wiley
Want to see how?
Download the full case study to see how Wiley enabled smoother adoption inside Microsoft Dynamics.