In the world of academic publishing, Wiley is emerging as a transformative force, leveraging digital innovation to address complex challenges and enhance user experiences. Their adoption of cutting-edge technology and agile methodologies has positioned them as a leader in the industry, making their success a noteworthy case study for B2B professionals.

The Challenge: Navigating Complexity in Academic Publishing
Wiley Author Services manages the publication of 260,000 articles annually across 1,900 professional journals. The complexity of their pricing and ordering systems stems from diverse funding sources, such as universities, consortia, and societies, alongside a hybrid business model of subscriptions and Open Access publishing. Their existing ERP system alone proved inadequate to scale and adapt to these complex demands, while traditional commerce systems lacked the depth needed to address Wiley’s unique requirements.

The Solution: Leveraging viax for Scalability and Performance
Wiley turned to the viax Process Engine, a robust system for managing orders, pricing, and workflows. Its advanced features allowed Wiley to:

• Streamline Complex Pricing Structures: The viax Advanced Pricing Engine replicated ERP-level pricing calculations directly within the ordering system, ensuring real-time performance and reliability even during ERP downtimes.
• Enable Agile Implementation: Wiley adopted an agile delivery model, onboarding simpler ordering models first and gradually integrating more complex systems.
• Enhance User Experience: Uptime and performance were prioritized to ensure uninterrupted ordering capabilities, improving both internal operations and customer satisfaction.

The Results: Swift Transformation and Revenue Growth
Wiley’s transition was remarkably swift. Within eight months of project initiation, they began processing orders through the new system. This rapid adoption was followed by millions in monthly revenue, underscoring the success of their strategy and implementation. The incremental onboarding of pricing models enabled seamless adoption while minimizing disruption.

Innovation in Action: Key Differentiators
Digital Integration
Wiley exemplified how legacy systems can coexist with modern platforms. By integrating SAP through asynchronous iDoc calls, they eliminated dependencies on ERP uptime, enabling 24/7 operations. Their digital strategy embraced automation, ensuring that quoting, order placement, and fulfillment processes were cohesive and scalable.

User-Centric Design
Maintaining a familiar user interface during initial phases minimized disruption for customers. Wiley’s consideration of user experience extended to their plans for a headless architecture, promising even greater flexibility and efficiency.

Pioneering New Revenue Models
By embracing Open Access and hybrid publishing, Wiley positioned itself as a pioneer, ready to collaborate with smaller publishers and innovate further. Their cloud-native, API-first architecture provided a foundation for sustained growth and adaptability.

Wiley’s Formula for Success: Lessons for B2B eCommerce
Wiley’s journey provides a roadmap for other B2B organizations grappling with digital transformation:

• Start Agile: Begin with simple implementations and build complexity over time.
• Prioritize Uptime: Ensure critical operations are uninterrupted by leveraging modern, decoupled architectures.
• Focus on Integration: Seamlessly combine legacy systems with new platforms to enhance scalability and reliability.
• Embrace Change: Transitioning to new models—such as Open Access—can unlock new revenue streams and competitive advantages.

Wiley’s transformation highlights the impact of strategic innovation in addressing industry challenges. By focusing on technology, user experience, and agility, they have demonstrated effective approaches to modernizing B2B eCommerce practices. Their journey provides valuable lessons for businesses striving to balance legacy systems with new solutions, supporting resilience and growth in an increasingly digital world.

This case study illustrates how the right strategy and tools can help even the most complex industries achieve meaningful progress in their digital transformation efforts.