What to Look for in a Customer Information Utility Billing Software

Kathy DeGlandon on May 28, 2025

Selecting the right customer information utility billing software is crucial for utilities aiming to streamline operations, improve customer service, and ensure accurate billing. With numerous options available, it can be challenging to determine which software best meets your needs. Here are key features and considerations to help you make an informed decision.

Ten Key Features to Look for in a Customer Information Utility Billing Software

1. User-Friendly Interface

A user-friendly interface is essential for efficient operation in customer information utility billing software. Look for software that offers an intuitive dashboard, customizable layouts, and easy navigation. This ensures that your customer service representatives (CSRs) can quickly access and manage customer information, reducing handling time and improving service quality.

2. Comprehensive Billing Capabilities

Your software should support a wide range of billing scenarios, including metered and non-metered services, multi-service billing, and flexible rate structures. This flexibility allows you to accommodate various billing needs, from electricity and water to gas and waste management.

3. Integration and Compatibility

Ensure the software integrates seamlessly with other systems, such as GIS, meter data management, and mobile work management. This integration enhances data accuracy and operational efficiency by allowing different systems to communicate and share information effortlessly.

4. Customer Information Utility Billing Software Cloud-Based Solutions

Cloud-based utility billing systems offer several advantages, including scalability, cost savings, and enhanced security. These systems eliminate the need for on-premises hardware, reduce maintenance costs, and provide robust disaster recovery capabilities.

5. Customer Self-Service Portals

Modern customers expect self-service options. Look for software that includes customer portals where users can view and pay bills, track usage, and manage their accounts online. This feature improves customer satisfaction and reduces the workload on your CSRs.

customer information and utility billing software

6. Advanced Reporting and Analytics

Effective utility billing software should offer comprehensive reporting and analytics tools. These tools help you monitor key performance indicators (KPIs), identify trends, and make data-driven decisions. Look for software that provides customizable reports and dashboards.

7. Automation and Workflow Management

Automation features can significantly enhance productivity by streamlining repetitive tasks such as bill generation, payment processing, and delinquent account management. Workflow management tools help ensure that processes are followed consistently and efficiently.

8. Security and Compliance

Data security is paramount. Choose software that prioritizes data protection through encryption, regular security updates, and compliance with industry standards. With these features, you’ll safeguard sensitive customer information against breaches.

9. Scalability and Flexibility

Your chosen software should be scalable to accommodate growth and adaptable to changing business requirements. This flexibility ensures that the system can evolve with your utility’s needs without requiring significant overhauls or replacements.

10. Customer Support and Training

Reliable customer support and comprehensive training resources are essential for a smooth implementation and ongoing operation. Ensure that the software provider offers robust support services and training programs to help your team get the most out of the system.

Choosing the right customer information utility billing software involves evaluating various features and capabilities to ensure it meets your utility’s specific needs. By focusing on user-friendliness, comprehensive billing capabilities, and features that improve operational efficiencies, you can select a solution that improves customer service and supports your utility’s long-term success.

Are you looking for your next customer information utility billing software? Schedule your demo with us today.

Connecting Office and Field Work with ServiceLink Mobile Workforce Management Software

Kathy DeGlandon on May 15, 2025

CIS Infinity and ServiceLink mobile workforce management software bridge the gap between office operations and field work activities. ServiceLink is built to manage service orders more efficiently with real-time updates that keep Field Service Representatives (FSRs), dispatchers, and customer service teams on the same page.

Real-Time Integration with CIS Infinity

When paired with CIS Infinity, ServiceLink automates the full lifecycle of a service order—from creation and dispatch to completion and feedback. Orders are delivered to the right technician in real time, with updates flowing back automatically, including notes, photos, and customer signatures. The result is faster response times, improved data accuracy, and stronger team coordination. 

Built for Utilities for Scale and Complexity

ServiceLink is ideal for mid-sized to large utilities—typically those managing 10,000 meters or more. It’s optimized for high-volume, short-cycle work such as meter exchanges, disconnections, and service calls, where speed and accuracy are critical. While its core strength is day-to-day field execution, ServiceLink continues to evolve to support more complex workflows–including the introduction of long-cycle work–bringing added flexibility and scalability to utility operations.  

Major Upgrades Coming Soon

Released on May 12, version 7.5 delivers usability and performance enhancements that make field operations more streamlined than ever. With improvements to dispatching, routing, and task management, utilities can continue delivering high-quality, responsive service in the field. 

ServiceLink version 8, expected by the end of this year, marks a major leap forward in mobile workforce management. This release introduces a fully redesigned user interface and experience across dispatch and mobile, along with a powerful new set of features: 

  • A brand-new reporting dashboard providing real-time insights
  • Workflow maps are visible to your team, with faster turnaround on changes
  • A built-in scheduler for FSRs
  • Support for multiple languages and regional formats
  • Streamlined user roles and permissions
  • A standardized API and enhanced third-party integration support
  • Centralized image management through a new image server
  • A standalone module for appointment booking
  • Enhanced Automatic Vehicle Location (AVL) integration

These enhancements help utilities scale smarter, adapt faster, and operate more efficiently—both in the field and behind the scenes. 

Bring ServiceLink Mobile Workforce Management to Your Utility

Looking for a modernized approach to mobile field operations? Contact our sales team to she how CIS Infinity and ServiceLink can work for you.

Catch Leaks Before They Do Damage

Kathy DeGlandon on May 14, 2025

How SmartWorks Compass and CIS Infinity Help Utilities Save Water, Money, and Time

Water conservation isn’t just a sustainability buzzword—it’s a regulatory requirement and operational imperative for utilities. As water scarcity grows more severe across North America, utilities are under mounting pressure to reduce water loss and better manage customer-side leaks.

SmartWorks Compass

Why Customer-Side Leaks Are a Big Problem

Most utilities struggle to detect leaks that occur after the meter—until they’re hit with high-bill complaints. These leaks can waste thousands of gallons and persist for weeks or months without detection, leading to:

  • Unhappy customers
  • Significant damage
  • High Adjustment cost

SmartWorks Compass: The Smart Way to Detect and Notify

SmartWorks Compass isn’t just another AMI data monitor. When used with CIS Infinity, it provides an intelligent analytics platform that transforms meter data into actionable insight:

  • Detects and prioritizes leaks
  • Filters out false alarms and duplicates
  • Automatically notifies customers by text, email, or letter
  • Tracks leak resolution and follow-up actions

Utilities using Compass have reported weekly notifications to 1% of their customer base, before complaints even start.

From Compliance to Conservation

Compass goes beyond basic leak detection. It empowers utilities to meet critical regulatory, funding, and performance goals:

  1. Regulatory Compliance — supports accurate reporting under always like California SB 555 and Texas TWDB regulations using AWWA M36 methodologies.
  2. Funding Readiness — Helps utilities qualify for IIJA, CWSRF, and FEMA funds by demonstrating proactive leak management and conservation impact.
  3. Conservation Targets — Enable utilities to detect waste early and meet drought response and long-term sustainability mandates.
  4. Public Transparency — Visual dashboards, reports, and summaries keep staff, executives, and stakeholders aligned and informed.

Why This Matters Now

Leak detection is no longer optional. It’s mission-critical to meet:

  • Customer service expectations
  • Sustainability goals
  • Infrastructure funding eligibility

SmartWorks Compass and CIS Infinity make this possible — accurately, efficiently, and automatically. Contact us to see how SmartWorks Compass and CIS Infinity can help your utility reduce customer-side leaks, cut costs, and stay ahead of regulations.

How DataVoice Improves Customer Satisfaction

Kathy DeGlandon on May 14, 2025

Today’s utility customers expect fast communication, clear updates, and dependable service, especially during outages. Meeting those expectations is key to customer satisfaction. CIS Infinity and DataVoice provide the tools utilities need to keep customers informed, reduce frustration, and build trust every step of the way.

1. Real-Time Outage Management and Communication

Nothing frustrates customers more than being left in the dark—literally and figuratively. Our Outage Management System (OMS) helps utilities identify and respond to outages quickly while keeping customers in the loop with:

  • Interactive outage maps
  • Automated updates by text, email, or IVR
  • Estimated restoration times

Clear, timely communication during outages reassures customers and builds confidence in your utility’s responsiveness.

2. Intelligent IVR Systems

Our Interactive Voice Response (IVR) system gives customers fast, reliable access to the information they need, without waiting on hold. With self-service options available 24/7, customers can:

  • Report outages easily
  • Get real-time status updates
  • Access account or billing information
  • Speak with a representative when needed

By reducing effort and increasing convenience, the IVR helps improve overall satisfaction with every interaction.

3. Integrated Communications Across Channels

Customers expect consistent experiences, whether they contact you by phone, app, or website. DataVoice helps unify communications across all channels.

Our systems integrate easily with CRM platforms and utility apps or portals, giving service reps a 360-degree view of the customer journey.

This eliminates repetitive conversations and leads to faster, more personalized support, something customers really notice and appreciate.

4. Better Visibility for Staff and Field Crews

Customer satisfaction starts with internal alignment. DataVoice gives utility teams the real-time data they need to act quickly and confidently. Field crews, dispatchers, and support reps can share updates, coordinate responses, and communicate status back to customers in a timely and accurate way.

Happier Customers, Stronger Relationships

CIS Infinity and DataVoice help utilities go beyond basic service by improving how they communicate, respond, and support customers, especially during critical moments. The result? Higher customer satisfaction, stronger community trust, and better long-term engagement. Want to learn more about how CIS Infinity and DataVoice can improve your customers’ satisfaction? Schedule a demo with us today.

AI Trends in the CIS/UB Industry

Kathy DeGlandon on April 23, 2025

Integrating Artificial Intelligence (AI) into Customer Information Systems (CIS) and Utility Billing (UB) processes is transforming how companies operate and serve their customers. But many utilities are still on the fence about embracing this new movement. But, knowing how AI trends in the CIS/UB industry can help you automate processes, maximize your team’s efficiency, and improve customer experiences can help you decide to adopt AI processes. Here are the key AI trends shaping the CIS/UB industry today.

Top 8 AI Trends in the CIS/UB Industry

1. Enhanced Customer Service with AI Chatbots and Agents

AI-powered chatbots and agents are revolutionizing customer service by providing 24/7 support, reducing wait times, and handling many customer inquiries. These agents use natural language processing to understand and respond to customer queries, making interactions more efficient and human-like. For instance, agents can help customers with billing questions, payment processing, and service issues, freeing human agents to handle more complex tasks. With chatbots and agents as your extra set of hands available 24/7, your team will have more time to deal with higher-priority tasks.

2. Predictive Analytics for Proactive Service

Powered by AI, predictive analytics enables utilities to anticipate customer needs and address issues before they escalate. AI can predict potential service disruptions, high usage periods, and maintenance needs by analyzing historical data and usage patterns. This proactive approach helps utilities improve service reliability and customer satisfaction.

3. Personalized Customer Experiences

AI allows utilities to offer personalized experiences by analyzing customer data to provide tailored recommendations and services. For example, AI can suggest energy-saving tips based on individual usage patterns or recommend the best billing plans. This level of personalization enhances customer engagement and loyalty.

Top AI Trends in the CIS/UB Industry

4. Improve Data Security and Compliance

Data security is a critical concern for utilities, and AI plays a significant role in enhancing it. AI algorithms can detect unusual patterns and potential security threats in real-time, ensuring that customer data is protected. Additionally, AI helps utilities comply with regulatory requirements by automating compliance checks and reporting.

5. Efficient Billing and Payment Processing

AI streamlines billing and payment processes by automating routine tasks and reducing errors. AI-powered systems can handle large volumes of transactions quickly and accurately, improving efficiency and reducing operational costs. Moreover, AI can offer customers various payment options, including digital wallets and mobile payments, enhancing convenience and satisfaction.

6. Advanced Analytics for Better Decision-Making

AI-driven analytics give utilities deep insights into their operations, helping them make informed decisions. By analyzing data from various sources, AI can identify trends, optimize resource allocation, and improve overall efficiency. This data-driven approach enables utilities to respond swiftly to changing market conditions and customer needs.

7. Enhanced Operational Efficiency

AI technologies such as machine learning and automation are improving operational efficiency in the utility sector. For example, AI can optimize grid management by predicting demand and adjusting supply accordingly. AI cannot only ensure a stable power supply but also reduce energy waste and operational costs.

8. Future-Proofing with Continuous Innovation

The utility industry is continuously evolving, and these AI trends in CIS/UB can help utilities stay ahead by enabling continuous innovation. AI platforms are regularly updated with new features and capabilities, ensuring utilities can leverage the latest technologies to improve their services. This future-proofing is essential for maintaining a competitive edge in a dynamic market.

Are You Ready to Embrace These AI Trends in the CIS/UB Industry?

The integration of AI into the CIS/UB industry is driving significant improvements in customer service, operational efficiency, and data security. By embracing these AI trends, utilities can enhance their services, reduce costs, and provide a better experience for their customers. As the industry continues to evolve, AI will play an increasingly vital role in shaping the future of utility management. If you want to learn more about these AI trends in the CIS/UB Industry, contact our sales team today!

Reasons to Transition from Aging Software to Cloud-based CIS Software

Kathy DeGlandon on March 26, 2025

Many companies are struggling with outdated, on-premise Customer Information Systems (CIS) in today’s fast-paced utility industry. These aging systems can’t keep up with modern demands, leading to inefficiencies and customer dissatisfaction. If this scenario sounds familiar to you, it may be time to consider a cloud-based CIS software.

Reasons to Transition from Aging Software to Cloud-based CIS Software

Today, utilities need CIS/UB software that is efficient, scalable, and secure. However, many utilities still rely on aging, on-premises CIS software that can no longer meet modern demands. Transitioning to cloud-based CIS software offers numerous benefits that can significantly enhance operational efficiency and customer satisfaction. Here are the key reasons utilities should consider making the switch.

1. Enhanced Efficiency and Scalability

Cloud-based CIS software provides unparalleled efficiency and scalability. Unlike traditional on-premises systems, cloud CIS solutions can quickly scale to accommodate growing communities and increased data volumes, ensuring utilities can efficiently manage their operations regardless of size or demand fluctuations. A significant advantage is the ability to scale up or down as needed without significant capital investment.

2. Cost Savings

One of the most compelling reasons to transition to cloud-based CIS software is the potential for cost savings. Moving to the cloud shifts CIS expenses from capital to operational, eliminating the need for expensive on-premises hardware and reducing maintenance costs. Additionally, utilities can benefit from a subscription-based pricing model, allowing for predictable budgeting and avoiding significant upfront costs.

3. Improved Data Security with Cloud-based CIS Software

Data security is a top priority for utilities, and cloud providers invest heavily in security measures, including encryption, regular security updates, and compliance with industry standards. This level of security is often beyond the capabilities of many aging on-premises systems. By moving to a secure cloud-based CIS software offering, utilities can protect sensitive customer information and reduce the risk of data breaches.

4. Disaster Recovery and Business Continuity

Cloud CIS/UB solutions offer robust disaster recovery and business continuity capabilities. In the event of a natural disaster or system failure, cloud-based CIS software systems ensure that data is backed up and can be quickly restored. This reliability minimizes downtime and ensures that utilities can continue to serve their customers without interruption.

5. Regulatory Compliance

Utilities must adhere to various regulatory requirements, and cloud-based CIS providers often comply with industry standards and regulations. By moving to a compliant cloud-based CIS, utilities can ensure they meet all necessary legal and regulatory obligations, reducing the risk of non-compliance penalties.

6. Innovation and Future-Proofing

The cloud enables utilities to stay at the forefront of technological innovation. Cloud providers regularly update their platforms with new features and capabilities, ensuring utilities can access the latest tools and technologies. This future-proofing allows utilities to adapt to changing market conditions and customer expectations.

7. Enhanced Customer Experience

Modern customers expect seamless, personalized service. Cloud-based CIS software can integrate with other digital tools to provide a better customer experience. Features like online portals, mobile apps, and automated notifications can enhance customer satisfaction and engagement. When these best-of-breed software integrate seamlessly, utilities can streamline processes, improve operational efficiencies, and overall provide the best possible customer service.

8. Operational Agility

Cloud-based CIS software allows utilities to be more agile in their operations. With real-time data access and advanced analytics, utilities can make informed decisions quickly and respond to issues more effectively. This agility is crucial in a dynamic industry where timely responses significantly impact service quality and customer trust.

Transitioning from aging CIS software to cloud-based solutions is a strategic move that offers numerous benefits, from cost savings and enhanced security to improved efficiency and customer satisfaction. As the utility industry evolves, embracing cloud-based CIS software will position utilities for long-term success in an increasingly digital world. If you’re interested in moving your CIS to the cloud, contact our sales team. We’ll show you how CIS Infinity is the best choice for your new cloud-based CIS software.

Are You Ready to Move to a Cloud-based CIS Software?

Contact our sales team, and they’ll show you why CIS Infinity is the best Cloud-based CIS software on the market. Schedule Your Demo Today!

Top Ten Benefits of Using Personalized Video Engagement Software

Kathy DeGlandon on February 26, 2025

In today’s fast-paced digital world, utilities are looking for ways to personalize their communications with customers. Traditional methods such as web portals, office visits, email, and direct mail have their merits, but they often fall short in effectiveness and customer satisfaction because they lack the personal touch that everyone expects these days. Today’s game-changer is personalized video engagement software like SmartVX.

SmartVX is a power video engagement software designed to enhance customer communication through personalized video content pulled directly from your CIS software. If you’re thinking about ways to reach your community with a personalized touch, check out the top ten benefits of using video engagement software over traditional methods.

1. Enhanced Customer Understanding with Personalized Video Engagement Software.

Video engagement software, like SmartVX, allows businesses to convey complex information in an easy-to-understand format. Unlike lengthy emails or web portal updates, videos can break intricate details into easily consumable visual and auditory content, leading to better customer comprehension and fewer follow-up questions.

2. Personalized Video Engagement Software Increases Retention Rates.

Studies show that people are more likely to remember information presented in a video than text. In fact, viewers retain 95% of a message when they watch it in a video compared to just 10% when reading it in text. This retention level makes video engagement software a powerful tool for ensuring your message sticks.

Personalized VIdeo Engagement Software

3. Improve Engagement Levels With Video.

Video content is inherently more engaging than text because it employs sight, sound, and content pulled from your CIS to give viewers a message made just for them. When you add clickable links and calls to action, these video messages become more interactive, leading to higher engagement rates compared to traditional emails or direct mail.

4. Personalized Video Reduces Call Volume and Office Visits.

By providing clear and concise information through personalized video engagement software videos, businesses can significantly reduce the number of customer inquiries and office visits. Customers can easily understand their bills, service changes, or new features without needing to call or visit the office, saving time for both parties and reducing operational costs.

5. Personalize Communication at Scale with Video.

Video engagement software allows for personalized communication at scale. Each video can be tailored to address individual customers’ specific needs and preferences. This level of personalization is difficult to achieve with traditional methods like direct mail or generic email blasts because they are generic messages sent out in bulk and do not meet each individual’s communication needs.

6. Provide Cost-Effective Communication with Video.

Creating and distributing video content can be more cost-effective than traditional methods. There are no printing or postage costs associated with video messages, and they can be easily shared via email or social media, making video engagement software a budget-friendly option for utilities of all sizes.

7. Personalized Video Engagement Software Improves Customer Satisfaction.

Customers appreciate clear and concise communication. Video engagement software helps businesses deliver information in a way that is easy to understand and visually appealing. And personalized videos, like SmartVx, can assist with subtitles, language transcriptions, and reader transcriptions for those who need help understanding what is on the video, leading to higher customer satisfaction and loyalty.

8. Provide Versatility Across Devices.

Videos can be viewed on any device, whether a smartphone, tablet, or computer, ensuring that your community members can access important information anytime, anywhere. Traditional methods like office visits are only available during office hours, which is not always convenient for those who work during the day. And direct mail, if it is opened and read, may not provide the information in a format that the reader can understand.

9. Obtain Measurable Results with Video Engagement Software.

Video engagement software provides valuable insights into customer behavior. Businesses can track how many people watched the video, how long they watched it, and which parts they found most engaging. With direct mail and email, you do not get the same level of engagement metrics, and having this data can help refine future communications and improve overall effectiveness.

10. Video is Environmentally Friendly.

By reducing the need for printed materials, video engagement software helps businesses lower their environmental footprint. Using video allows utilities and community members who are looking to adopt more sustainable practices.

While traditional customer communication methods have their place, video engagement software offers a host of benefits that can significantly enhance how businesses interact with their customers. The advantages are clear, from improved understanding and retention to cost savings and environmental benefits. Embracing video engagement software like SmartVX can lead to more effective and satisfying customer interactions.

Choosing the Right Customer Information and Utility Billing Software

Kathy DeGlandon on January 22, 2025

Choosing the right customer information and utility billing software is crucial for utility companies aiming to streamline operations, enhance customer service, and ensure accurate billing. With numerous options available, it can be challenging to determine which software best meets your needs. This guide will help you navigate the selection process by highlighting key considerations and top solutions in the market.

Customer Information and Utility BIlling Software Team.

What Kind of Customer Information and Utility Billing Software Does Your Team Need?

Before diving into specific software options, it’s essential to understand your organization’s unique requirements. Consider the following factors:

  1. Size of Your Utility: The size of your utility company will influence the complexity and scalability of the software you need. Smaller utilities may require simpler solutions, while larger ones might need more robust systems.
  2. Types of Services: Different utilities (water, gas, electricity, etc.) have varying billing and customer information needs. Ensure the software supports all the services you provide.
  3. Integration Capabilities: The software should seamlessly integrate with your existing systems, such as accounting, CRM, mobile workforce management, and meter reading systems.
  4. User-friendliness: A user-friendly interface ensures that your staff can quickly adapt to the new system, reducing training time and increasing efficiency.
  5. Customer Self-Service: Modern customers expect self-service options. Look for software that offers customer portals for bill payments, usage tracking, and service requests.

What Trends Do You Need to Be Aware of When Selecting Customer Information and Utility Billing Software

The next requirements you need to understand are what trends will affect your customer information and utility billing today and in the years to come.  The utility billing software landscape is evolving rapidly, driven by technological advancements and changing customer expectations. Here are some of the latest trends shaping the industry:

  1. Embracing Smart Technologies: Smart meters and IoT (Internet of Things) devices are revolutionizing data collection and management. These technologies enable real-time data collection, allowing utilities to implement dynamic pricing models and offer customers more control over their consumption. Knowing how you will handle the data these devices collect now and in the future is critical when selecting a CIS/UB. 
  2. Increasing Focus on Customer Experience: Today, customers want to be served anytime, anywhere, and on any device, not just regular office hours. Because of this behavioral change, utilities must now prioritize customer-centric billing to meet their community’s demands.   When utilities offer user-friendly, self-serve methods of communication, they improve customer experiences and increase satisfaction.
  3. Complying with Regulatory Status and Cybersecurity Needs: With increasing regulatory scrutiny, utilities must ensure their billing systems comply with evolving regulations, particularly around data privacy and accuracy. Additionally, robust cybersecurity measures are essential to protect sensitive customer data. Choosing the right CIS/UB means that this software will meet your current regulatory and security requirements and can scale to meet your needs in the future.
  4. Adopting Flexible Billing Models: Utilities are exploring innovative pricing models such as time-of-use pricing, demand charges, and subscription-based models. These models require billing systems that can easily accommodate various pricing strategies while providing clarity and transparency to customers. Your new customer information and utility billing software must be able to handle your most complex rate structures and billing models today and be able to flex as your billing needs change.
  5. Making Decisions Based on Data Analysis: Advanced analytics are becoming crucial for utility companies. Utilities can optimize operations, improve service delivery, and enhance financial performance by leveraging data-driven insights. Billing systems with robust analytics capabilities are essential for this trend.
  6. Transitioning to Cloud-based Solutions: Cloud-based utility billing solutions offer scalability, flexibility, and cost-effectiveness. They enable utilities to access their systems from anywhere, facilitate seamless updates, and reduce the need for extensive on-premises infrastructure. As you decide what CIS/UB features and functions you’ll need, you also need to determine if your CIS will reside in the cloud or stay on-premise.
  7. Integrating AI and Machine Learning: Artificial intelligence (AI) and machine learning (ML) may sound like today’s buzzwords, but they are being integrated into utility billing processes to enhance efficiency and accuracy. These technologies can automate routine tasks, predict usage patterns, and provide personalized customer insights. When selecting customer information and utility billing software, it’s important to know how AI and ML will assist your team in automating tasks.
  8. Embracing Eco-Friendly Practices: There is a growing emphasis on sustainability within the utility sector. Billing systems are being designed to support eco-friendly practices, such as paperless billing and promoting energy-saving tips to customers. Having a CIS software that helps your customers reduce their carbon footprint is a trend that is not going away, and your new CIS software should have this capability and be able to scale as this trend expands.

Key Features to Look for in Your Next Customer Information and Utility Billing Software

When evaluating customer information and utility billing software, prioritize the following features:

  • Automated Billing: Automate the billing process to reduce errors and save time.
  • Automated Processes: Automate processes with workflows and AI to streamline operations and maximize your team’s efficiency.
  • Customer Management: Efficiently manage customer data, including contact information, service history, and payment records.
  • Payment Processing: Support multiple payment methods, including online payments, to enhance customer convenience.
  • Business Intelligence: Access detailed reports and analytics to make informed decisions and improve operational efficiency.
  • Compliance and Security: Ensure the software complies with industry regulations and offers robust security features to protect sensitive data.
  • Scalability: Choose a customer information and utility billing software that scales as your community grows and changes.

Making the Final Decison When Choosing Your CIS/UB

To choose the best customer information and utility billing software for your organization, follow these steps:

  1. Conduct a Needs Assessment: Identify and prioritize your specific requirements.
  2. Research and Shortlist: Use the above criteria to research and shortlist potential software solutions.
  3. Request Demos and Trials: Engage with vendors to request demos and trial, if available, versions of the software, which will give you a hands-on understanding of how the software works.
  4. Evaluate Costs: Consider both the initial investment and ongoing costs, including licensing, maintenance, and support.
  5. Seek Feedback: Consult with other utilities that have implemented the software to gather feedback on their experiences.

By carefully evaluating your needs and the available options, you can select the best customer information and utility billing software to enhance your utility’s operations and customer satisfaction. And if you have questions about selecting your next CIS/UB software, we’re here to help. Contact our sales team for your demo or to ask questions about our CIS Infinity.

Top 5 Predictions for Modern Utility CX in 2025

Kathy DeGlandon on November 12, 2024

As we approach 2025, utilities face new challenges and exciting opportunities in customer experience (CX). Customers today expect personalized, proactive, and seamless interactions, and utilities must respond in kind. Here are five predictions on what’s next for modern utility CX and how your organization can get ahead by building stronger, trust-driven customer relationships.

1. Personalization Becomes a Non-Negotiable

Personalization has shifted from being a “nice-to-have” to a necessity. Top brands in retail, tech, and beyond have set a new standard for tailored customer interactions, and utility customers now expect the same. In the past, many utilities used a one-size-fits-all approach to customer communication. But moving forward, the utilities that truly connect with their customers will leverage data insights to deliver personalized, relevant messages to different audience segments.

Utility customer information systems (CIS) offer rich data on usage patterns, demographics, and customer feedback—data that can be turned into tailored communication that resonates. Customers interested in sustainability, for example, can receive personalized tips on energy-saving programs, while businesses get updates relevant to their sector. By using each customer’s preferred communication channel, utilities increase engagement and demonstrate that they listen. Personalization fosters trust and is key to building a modern CX program that keeps customers informed and engaged.

2. Self-Service and Digital Support Go from Optional to Essential

Customers want convenience, and they expect utilities to offer 24/7 access to self-service options and digital support. In 2025, utilities that lack self-service platforms risk losing customer satisfaction and driving up service costs. From mobile apps to online customer portals, self-service should be a strategic priority, letting customers access outage alerts, account information, and payment options whenever they need it.

Mobile-first strategies play a major role here. With more customers managing their services on the go, utilities need to prioritize mobile access for billing, payments, and account management. Not only does this streamline customer experience, but it also reduces delinquency and support costs for utilities. In the year ahead, a robust self-service infrastructure will be essential for any successful utility CX strategy, delivering value for both customers and the organization.

3. Smart Technology Powers Proactive Customer Engagement

The growth of smart home devices—like thermostats, usage monitors, and smart meters—gives utilities a new way to engage with customers in real time. Proactive engagement, powered by smart technology, is on track to become the new standard in 2025.

With data from smart devices, utilities can notify customers about unusual usage patterns, potential issues, or maintenance needs before they become major problems. Imagine a customer getting a real-time alert about a spike in water or energy usage, helping them avoid an unexpectedly high bill. This proactive approach positions the utility as a trusted partner in managing consumption and costs. Utilities that leverage smart tech to give customers actionable insights will stand out as leaders in modern CX.

4. Omni-Channel Communication: Meeting Customers Where They Are

Single-channel communications are no longer enough. Customers expect utilities to connect with them across multiple platforms, from SMS and email to social media and mobile apps. Utilities must manage omnichannel communication effectively, delivering messages how customers want and expect.

Critical updates like outage notifications work best through SMS or push notifications, while program updates or customer service inquiries can happen on social media. Modern tools make it easier than ever to integrate customer preferences and message history across channels, creating a smooth and seamless experience. In 2025, the utilities that succeed in CX will connect with customers on their terms and deliver timely, relevant information across multiple platforms.

5. Virtual Assistants Lead the Way in Customer Support

AI-powered virtual assistants have matured from clunky tech to smart, efficient customer service tools. These AI assistants now tackle complex customer queries, bringing new flexibility to utility call centers. Imagine a virtual assistant handling billing inquiries, account changes, or move requests without transferring to a live agent.

Advanced AI boosts first-call resolution and saves utilities both time and money. Even heavily regulated industries like banking and healthcare now rely on AI tools, proving they have strong privacy protections and compliance capabilities. In 2025, AI-driven virtual assistants will become essential for utilities looking to deliver fast, accurate service while managing costs.

By embracing these trends, utilities can meet customers’ growing expectations for ease, responsiveness, and personalization. 2025 holds big potential for utilities that commit to building stronger, customer-centric CX programs, deepening trust and loyalty in an increasingly competitive landscape.

If you’re looking for ways to modernize your utilities CX, we can help. Click the button below to see how Advanced Utility Systems can help you provide personalized, proactive, and seamless interactions with your community.

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Revolutionizing Utility Billing: Unleashing the Power of the Cloud for a Secure, Dynamic Future.

Kathy DeGlandon on October 18, 2024

In today’s rapidly evolving landscape, utility companies face numerous decisions about keeping their community’s data safe. From ensuring robust security measures to obtaining qualified IT professionals, the need for innovative solutions is more pressing than ever. Moving your customer information and utility billing system (CIS/UB) to the cloud is one of those decisions that, if you haven’t considered it yet, you may have too soon. Here’s why.

1. Enhanced Security in the Cloud

Your CIS software holds personal data that you want to keep safe. And security is a top priority for your team. When you see on the news that bad actors have attacked another utility’s data or infrastructure, you’re thankful it wasn’t your servers or grid. But you must ask yourself, how long will your data be secure?

Cloud-based billing systems offer advanced security features, including encryption, regular updates, and real-time monitoring. These measures help protect sensitive customer data from cyber threats, ensuring compliance with industry regulations. So, if you’re losing sleep at night because you’re worried that someone is trying to steal your community’s data, then it might be time to move your CIS/UB to the cloud to take advantage of these advanced security features.

2. Addressing the Aging Workforce

The utility sector is experiencing a significant shift as many experienced professionals approach retirement. These seasoned CIS and utility billing veterans can do many of your daily, monthly, and yearly processes from memory. However, as these employees retire, they take a wealth of information with them, and often, many utilities hire two people to replace just one super user.

Moving your CIS to a cloud solution can help bridge this gap by automating routine tasks and providing user-friendly interfaces that require less specialized knowledge. With a new cloud-based technology stack, you can maintain efficiency even as your new team members get up to speed. And, your customers will benefit from your team being more efficient and having cloud-based services they can access when and where they want.

3. Overcoming Personnel Challenges

Finding the right personnel to manage traditional database systems can be challenging. Many utilities are fortunate to have IT professionals working for them who installed their first computers and servers. However, as these employees retire or get hired away with the promise of a larger salary, utilities are scrambling to maintain their technology stack.  

Cloud-based systems offer managed services and support, simplifying this process and reducing the need for in-house expertise. When you move your CIS to the cloud, you get a team of world-class cloud professionals working for you, enabling your team to focus on their core operations while relying on cloud providers for technical support.

4. Adapting to Technological Changes

The pace of technological change can be daunting, and many utilities are trying to keep up to keep their data safe. Cloud solutions are scalable and adaptable, allowing utility companies to integrate new technologies seamlessly. This flexibility ensures that utilities can stay ahead of industry trends and continue to provide reliable services to their customers.

Moving your utility billing to the cloud is not just a trend; it’s a strategic move toward a more secure, efficient, and adaptable future. By addressing concerns around security, workforce challenges, and technological advancements, utility companies can leverage the power of the cloud to transform their operations and better serve their customers.

Interested in moving your CIS/UB to the cloud? Contact our sales team for your demo of the CIS Infinity Cloud today!