Integration of Payments and ERP Streamlines Reconciliation

Organization Profile

• Industry: Municipal
• Location: Pasadena, California
• Number of Employees: 2,000
• Population: 138,000
• Tyler Client Since: 2013
• Tyler Products/Solutions: Enterprise ERP, Enterprise Permitting & Licensing, Content Manager, Cashiering, Payments
• Tyler Excellence Award Winner: Performance and Innovation

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Goals: Consolidate Payments, Enable Online Payments

The city of Pasadena recognized its decentralized payment environment was creating friction for staff and residents. Multiple disconnected processors, inconsistent reconciliation timelines, and lack of online payments made daily operations inefficient and resident experiences frustrating across all departments.

“To pay for a business license or health permit or any invoice, residents had to come in person to the municipal services center,” says LoAnn Ho, the city’s ERP applications specialist. “That caused a lot of traffic, with people lined up in the hallway, which was a big issue, especially during the pandemic.”

The city managed multiple independent credit card processors, each with varying timelines for processing payments. In some cases, it took up to 90 days to fully reconcile payments in the system, requiring substantial time and team resources.

“We had too many credit card processors,” says Ho. “Closing periods varied by processor, and the closing day could differ. It made it very hard to reconcile against because there’s no one rule that you can program for.”

Pasadena set clear goals for improving its payment experience. They needed a system that would:

• Empower team members to deliver improved resident service
• Reduce processing delays and improve cash flow visibility
• Offer residents modern, convenient online options
• Eliminate third-party complexity
• Integrate seamlessly with Tyler’s Enterprise ERP and Enterprise Permitting & Licensing solutions

Direct ERP Integration for Accurate, Clean Reconciliation

To meet goals, Pasadena chose Tyler’s Payments platform to enable residents to make transactions online at any time, eliminating the inconvenience of a physical office visit. Transactions now flow directly into Enterprise ERP, ensuring accurate, immediate financial data without the need for custom rules or workarounds.

“We cut out the middle piece, which means all the integrations between all of the other third-party systems and our ERP,” say Ho.

The integration with Enterprise ERP and Enterprise Permitting & Licensing has simplified IT management of disparate third-party systems and ensured that financial information is current, supporting informed decision-making.

A Faster, Safer, More Reliable Payment System

Residents now enjoy 24/7 access to a clean, intuitive payment portal, while staff have regained valuable time previously spent on manual reconciliation. With Payments in place, Pasadena delivered measurable improvements across the organization:

• 70% increase in user adoption in the first eight months
• 1,200 online transactions per month, significantly reducing in-person traffic
• Automated reconciliation, dramatically reducing manual staff workload
• Improved accuracy, thanks to unified POS, processor gateway, and ERP integration
• Real‑time financial reporting, supporting leadership decision‑making

Payments has been truly transformational for Pasadena.

“Tyler’s Payments platform has transformed the payment landscape by offering a faster, safer, and more reliable system,” says Ho. “It has empowered both internal teams and customers, fostering trust and transparency. The improved reporting capabilities have provided leadership with valuable insights for strategic decision-making.”

For community members, Payments has meant better service and convenience, enhancing interactions with the city.

“Now a citizen doesn’t have to come into the municipal services to make a payment anymore,” Ho says. “They can pay it online anytime, anywhere, and it’s available 24/7.”