Case Study: City of Wylie increases self-service adoption with InvoiceCloud

The City of Wylie Increases Self-Service Adoption with Customer-Centric Digital Billing and Payment Solution

The City of Wylie, a municipality experiencing rapid population growth, faced significant challenges with its legacy billing and payment system. The platform's frequent outages, limited payment options, and difficult interface led to high customer frustration, low self-service adoption, and an overwhelming workload for city staff. To address these issues, the city sought a new customer-centric digital solution from the vendor, InvoiceCloud.

By implementing InvoiceCloud's digital billing and payment platform, the City of Wylie successfully streamlined its payment process. The solution provided a seamless, easy-to-use interface with convenient payment options, which integrated with the city's existing systems. As a result, InvoiceCloud helped the city achieve a 117% increase in electronic adoption, an 62% rise in AutoPay enrollment, an 18% decrease in mailed checks, and a 13% reduction in service shut-offs within the first six months.

City of Wylie

Emily Chaney

AMI Analyst