TCS Helps Wiley Improve Customer Experience and Boost its Online Business

New York: Tata Consultancy Services (TCS) (BSE: 532540, NSE: TCS), a leading global IT services, consulting and business solutions organization, partnered with John Wiley & Sons, an American multinational publishing company, to modernize its ecommerce platform with SAP Commerce, creating a unified, seamless customer experience.

Built on a 200-year heritage of quality publishing, Wiley enables researchers, learners, universities, and corporations to develop skills and knowledge by delivering content in new and innovative ways to enrich the learning experience. The company’s legacy ecommerce platforms lacked scalability, flexibility and seamless customer experience, which constrained its ability to adopt new business models and make acquisitions.

Wiley partnered with TCS to modernize its ecommerce platform for the North America region, with a roadmap to extend it to the UK, Europe and Asia. TCS leveraged its deep contextual knowledge of Wiley’s business as well as its domain expertise to design and deploy the new platform using SAP Commerce. TCS also laid the foundation for headless commerce with flexible architecture that will enable faster time-to-market and personalized customer experience across channels.

TCS designed a new user interface that simplified the shopping experience and enabled hassle-free checkouts without any lags. This and the improved resilience to traffic spikes, enhanced the customer experience and resulted in an 11% increase in the conversion rate and 40% reduction in bounce rate. Further, the new platform’s state-of-the-art features like real-time fraud checks and address verification provide increased security to Wiley.

“With an objective to deliver exceptional experiences for our customers and employees, we needed to remodel our ecommerce business. Being in the publishing business, it is also an important revenue stream for us. With TCS, we were able to achieve a scalable commerce platform and create new and innovative ways to enrich our customers’ buying experience,” said David Levine, Sr. Director, eCommerce, Wiley. “We are positive that this strategic partnership with TCS will help us reach our long-term business goals and enhance omni-channel experience for our customers.”

“To remain competitive in today’s rapidly changing digital landscape, companies are constantly looking for ways to provide their customers with the best online experiences with consistent and seamless interactions through innovative technologies,” said Akhilesh Tiwari, Global Head, Enterprise Application Services, TCS. “With this reimagined ecommerce platform, we believe that Wiley will take their commerce experience to the next level, drive business growth, and improve customer satisfaction and loyalty.”


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