More knowledge, more power

Deployment of Acoustic tools is helping Wiley build more responsive relationships with prospective students. In addition to managing business-critical communications online instead of through personal phone calls, Wiley has scaled up its capacity to deliver more targeted and relevant information at critical decision points.

Wiley programmed its Acoustic platforms to answer over 80 of the queries most often posed by potential enrollees. Previously, answers to these questions were sometimes saved across different shared drives or were otherwise difficult for team members to access quickly. Since Wiley manages recruitment for hundreds of degree and certification programs with millions of potential touchpoints with end users, centralizing and automating responses to key questions enabled Wiley’s team to be much more efficient and agile.

“We automated some of our most common content delivery tasks that historically were done in a manual, repetitive way. The big difference is that the team no longer spent their precious time on that,” says Hathaway. “We’ve taken back 900 hours of staff time and redeployed those efforts on a far more fruitful and productive set of priorities. We can do highly targeted automations that are unique for a given audience. It frees us up from the one-size-fits-all approach of the generalized emails we sent in the past and provides us with the space to make our personalized engagement efforts even more meaningful.”

Implementing the Acoustic solutions has driven efficiency gains across the Wiley organization. For example, the company automated a legacy campaign that formerly involved 20 percent of its staff time but yielded only 0.02 percent of its revenue. Deadline alerts for over 600 different programs that were once distributed via manually-sent emails now run through a single automated campaign. And updating college rankings on hundreds of websites, formerly a manual task that used to take days, is now accomplished automatically with AI functionality.

“One of the beauties of the platform is that we’re able to easily get to the analytics,” says Hathaway, “so that instead of spending all of our time gathering the information, we can act on it and put it into the marketplace and make decisions on it very quickly. So that’s been something that’s been really helpful and powerful for us.”

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