The City of Wylie, Texas turned InvoiceCloud into the core of its utility billing operation — achieving 140% digital adoption growth, $432K in print savings, and a team empowered to do more.
Surging population growth intensified already-strained manual processes, with staff consumed by high volumes of phone and counter payments, hours of manual posting and reconciliation across multiple systems, and slow refund and inquiry handling — all while absorbing expanded responsibilities for permitting and other services.
Our Approach
InvoiceCloud’s seamless Tyler Incode integration delivered real-time payment visibility while online, Pay-by-Phone, ACH, and permitting payment options dramatically reduced staff intervention — and with support from the Adoption Services team, the utility migrated existing ACH customers off legacy batch processing and drove a digital-by-default enrollment strategy.
The Result
InvoiceCloud transformed Wylie’s day-to-day operations. Tasks that once consumed hours went automatic. Staff experienced a significant reduction in routine, repetitive work — and with the time saved, the city was able to promote team members into supervisory roles and expand focus across additional systems and priorities.
Fewer walk-ins, calls, cash and check handling, and faster daily closeouts
Higher customer satisfaction with a self-service portal that works 24/7 for residents
More balanced workloads let staff focus on higher-value work
Hear From Our Customers
"If I were advising another municipality about InvoiceCloud, my advice would be simple: run, don't walk."
Orie Cross
Utilities Manager, City of Wylie
Want to turn digital payments into a core operational system? Connect with our team to see how we can partner to get your organization results like the City of Wylie.
