Case Study: Wiley achieves faster Dynamics adoption and reduced support tickets with Apty

How Wiley Enhanced the Dynamics Experience Across Global Teams

Wiley, a global publishing and education company shifting to a digital-first model, faced widespread user friction in Microsoft Dynamics: process updates weren’t reaching employees, instructions were scattered, and support tickets overwhelmed the service team. To address this, Wiley selected Apty and its in-app guidance/digital adoption platform to embed contextual help directly inside Dynamics.

Apty implemented a focused rollout—prioritizing navigation pain points, delivering task-specific in-app assistance and dynamic on-screen announcements, centralizing procedural guidance, and using analytics to track adoption. The result: fewer redundant support tickets, faster onboarding for new Dynamics users, more consistent process adoption, improved platform satisfaction, and better utilization of Dynamics; Wiley is now expanding Apty’s use across departments and replacing static documentation with role-based guidance.

Wiley