In a world where digital interactions are the norm, capturing and maintaining customer attention is more challenging than ever. Personalized video software offers a powerful solution to this problem, enabling…
For utilities and municipalities, seamless integration of Customer Information Systems (CIS) is no longer a luxury but a necessity. Imagine a system where billing, customer service, field operations, and compliance…
Why Utilities Are Choosing CIS Infinity V5 In 2025, Advanced Utility Systems is proud to celebrate a major milestone: 9 utilities have gone live with CIS Infinity V5, our most…
Imagine a world where your utility company anticipates your needs and provides seamless, personalized service at every touchpoint. This idea is no longer a distant dream but a reality, thanks…
In today’s fast-paced digital world, utilities face the challenge of staying competitive while meeting ever-evolving customer expectations. Traditional on-premise systems are becoming outdated, and a more flexible, scalable, and secure…
Personalized Video Engagement Is the Future of Customer Experiences In today’s digital age, standing out in a sea of content is more challenging than ever. Customers are bombarded daily with…
In a world where digital interactions are the norm, capturing and maintaining customer attention is more challenging than ever. Personalized video software offers a powerful solution to this problem, enabling businesses to create engaging, tailored content that resonates with their audience.
Personalized videos can transform customer support by providing step-by-step solutions to common issues. This human touch in digital interactions can significantly reduce support tickets and improve customer satisfaction. Additionally, incorporating clear calls to action in your videos can drive engagement and conversions, guiding customers toward purchasing or signing up for a service. But how do you use video solutions to your benefit? Read on to learn how.
1. Understand Your Audience
Before creating personalized videos, it’s essential to understand your audience’s preferences, behaviors, and needs. Use data analytics to gather insights and segment your audience effectively. This ensures that your videos are relevant and resonate with each viewer.
2. Create Engaging Onboarding Videos
First impressions matter. Use personalized video software to create engaging onboarding videos that welcome new utility customers and guide them through your services. Tailored onboarding experiences can significantly improve customer satisfaction and retention.
3. Simplify Complex Information
Personalized videos are excellent for breaking down complex information into easily digestible content. Whether explaining CIS/UB billing details or demonstrating product features, videos can make it easier for customers to understand and act on the information.
4. Enhance Customer Support
Use personalized videos to address common customer queries and issues. This reduces the volume of support tickets and provides a more human touch to digital interactions. Tailored videos can offer step-by-step solutions, making problem-solving more efficient.
5. Incorporate Clear Calls to Action
Every personalized video should include clear and compelling calls to action (CTAs). Whether it’s encouraging customers to purchase, sign up for a service, or provide feedback, CTAs guide viewers on the next steps and drive engagement.
6. Utilize Data for Continuous Improvement
Leverage analytics to track the performance of your personalized videos. Monitor metrics such as view rates, engagement levels, and conversion rates. Use this data to refine your video content and strategies continuously.
7. Maintain Consistency with Branding
Ensure that your personalized videos align with your brand’s identity. Consistent use of logos, color schemes, and messaging reinforces brand recognition and trust among your audience.
8. Optimize for Multiple Channels
Personalized videos should be optimized for various channels, including email, social media, and your website. This multi-channel approach ensures your content reaches a broader audience and maximizes engagement opportunities.
By following these best practices, you can leverage personalized video software to enhance customer engagement, build stronger relationships, and drive business growth. Have questions about using personalized video at your utility or municipality? Contact our sales team today.
For utilities and municipalities, seamless integration of Customer Information Systems (CIS) is no longer a luxury but a necessity. Imagine a system where billing, customer service, field operations, and compliance are all interconnected, working in perfect harmony. This is the promise of CIS Infinity, a solution designed to integrate effortlessly with a holistic ecosystem of products, transforming how utilities operate.
Utilities face numerous challenges, from managing customer payments to optimizing field operations and ensuring regulatory compliance. CIS Infinity addresses these challenges by integrating with leading solutions in the industry, including payment providers, mobile workforce management software, customer service portals, analytics software, outage management and leak notification software, and backflow management software.
Integration with Payment Providers
A seamless integration with payment providers is vital for efficient billing and payment processes. CIS Infinity integrates smoothly with platforms like Paymentus and InvoiceCloud, offering multiple payment options such as text, web, IVR, and voice assistants, reducing manual intervention, minimizing errors, and ensuring timely payments, enhancing overall customer satisfaction.
Integration with Mobile Workforce Management Software
Efficient field service operations are critical for utilities. CIS Infinity integrates with mobile workforce management software like ServiceLink, which optimizes resource assignment, reduces travel costs, and increases customer satisfaction by minimizing missed appointments, ensuring that field service teams have real-time access to necessary information and improving productivity and service quality.
Integration with Customer Service Portals
Customer engagement is a key aspect of utility services. CIS Infinity integrates with customer service portals like SilverBlaze, providing customers convenient access to their account information from mobile and desktop devices. This integration enhances the customer experience by offering tools for bill payments, service requests, and account updates, all in one place.
Integration with Analytics Software
Data-driven decision-making is essential for modern utilities. CIS Infinity integrates with analytics software like SmartWorks Compass, which provides deep insights into utility operations. This integration allows utilities to analyze data from various sources, improving billing accuracy, outage response, and overall operational efficiency.
Integration with Outage Management and Leak Notification Software
Managing outages and leaks efficiently is crucial for maintaining customer trust. CIS Infinity integrates with outage management and leak notification software like DataVoice, which helps utilities quickly identify and resolve outages. This integration ensures accurate and timely communication with customers, reducing downtime and enhancing customer satisfaction.
Integration with Backflow Management Software
Ensuring compliance with backflow prevention regulations is a significant challenge for utilities. CIS Infinity integrates with backflow management software like SwiftComply, which automates compliance tasks and ensures accurate data management. This integration helps utilities proactively manage their backflow programs, reducing operational costs and boosting compliance rates.
Looking for a Solution That Provides Seamless CIS Integration?
A seamless CIS integration with a holistic ecosystem of products is essential for utilities to enhance efficiency, improve customer satisfaction, and stay competitive. By integrating CIS Infinity with leading solutions from Paymentus, InvoiceCloud, ServiceLink, SilverBlaze, SmartWorks Compass, DataVoice, and SwiftComply, utilities can achieve a unified, efficient, and customer-centric operation. Embrace these integrations to transform your utility services and deliver exceptional value to your customers.
In 2025, Advanced Utility Systems is proud to celebrate a major milestone: 9 utilities have gone live with CIS Infinity V5, our most advanced customer information and billing software yet. These Infinity V5 upgrade go-lives represent more than just successful deployments — they reflect a growing movement toward smarter, more connected utility operations. Together, these utilities are now serving:
CIS Infinity V5 is more than just a software upgrade; it’s a strategic investment in the future of utility management. Here’s why utilities are choosing Advanced.
Modern, Browser-based Experience
CIS Infinity V5 offers a sleek, browser-based interface that allows staff to access the system from anywhere, on any device. This flexibility supports hybrid work models, ensuring that your team can stay productive regardless of their location or working conditions.
Cloud-Ready and Cost-Efficient
By transitioning to the cloud, utilities eliminate the need for costly hardware and infrastructure. CIS Infinity V5 offers a secure and scalable environment that reduces operating expenses while enhancing performance.
AI and Automation
From rule-based collections to automated batch processing, V5 helps utilities streamline operations and reduce manual tasks. The built-in scheduler enables you to automate repetitive tasks, freeing staff to focus on delivering exceptional customer service. And, semantic search and other AI features help you find the information you’re looking for and report on the data you need to make informed business decisions.
Exceptional Customer Experience
With features such as real-time data access, customizable dashboards, customer service portals, and automated communications, CIS Infinity V5 empowers utilities to deliver timely, accurate, and personalized service that consistently exceeds customer expectations.
Robust Integration Capabilities
CIS Infinity V5 integrates seamlessly with third-party applications using REST APIs, making it easy to connect with other systems and extend functionality. Whether it’s GIS, MWM, or customer engagement portals, V5 is designed to integrate seamlessly with our tightly integrated ecosystem of products and your existing tech stack.
Security and Resilience
Built on a strong Microsoft Azure foundation, CIS Infinity V5 is secure by design. It meets compliance standards like SOC2 and StateRAMP, ensuring your data is protected and your operations are resilient.
Ready to Join the Movement?
If your utility hasn’t upgraded to CIS Infinity V5 yet, now is the perfect time. With 9 go-lives already in 2025 and more on the horizon, you’ll be joining a growing community of forward-thinking utilities that are shaping the future of customer service and utility management. Contact us today to see how you can be part of the V5 movement.
Imagine a world where your utility company anticipates your needs and provides seamless, personalized service at every touchpoint. This idea is no longer a distant dream but a reality, thanks to the transformative power of artificial intelligence (AI).
AI has emerged as a transformative force across various industries in recent years, and the utilities sector is no exception. AI is revolutionizing customer service for utilities by enhancing efficiency, improving customer satisfaction, and driving engagement through innovative solutions.
Enhancing Efficiency with AI
One of the most significant benefits of AI in customer service for utilities is the enhancement of operational efficiency. AI-powered platforms streamline billing and payment processes, reducing the need for manual intervention and minimizing errors. By integrating AI into your Customer Information and Utility Billing System, you can offer various payment options, including text, web, IVR, and voice assistants, making it easier for customers to pay their bills on time.
Improving Customer Satisfaction
AI’s ability to analyze vast amounts of data allows utilities to offer personalized and proactive customer service. AI can predict customer needs and provide tailored recommendations, enhancing the overall customer experience. In the not-to-distant future, AI will analyze historical usage data, weather patterns, and call patterns to detect unusual consumption spikes and send proactive notifications to customers, explaining the likely causes and offering solutions.
Driving Customer Engagement
AI is also a powerful tool for driving customer engagement in the utilities sector. AI and digitalization are revolutionizing the way utilities manage and optimize their operations. By leveraging AI, utilities can offer more engaging and interactive customer experiences, such as personalized energy usage insights and recommendations for energy-saving measures.
Moreover, AI-driven platforms provide utilities with the tools to engage customers through multiple channels, including email, text, and phone. This multi-channel approach ensures that customers receive timely reminders and notifications, helping them stay on top of their bills and reducing the likelihood of missed payments.
What’s Next for AI in Utility Customer Services?
AI is undoubtedly revolutionizing customer service for utilities, offering numerous benefits such as enhanced efficiency, improved customer satisfaction, and increased engagement. By adopting AI-powered solutions, utilities can transform their customer service operations and deliver a superior experience to their customers. As AI continues to evolve, its impact on the utilities sector will only grow, paving the way for a more efficient and customer-centric future.
In today’s fast-paced digital world, utilities face the challenge of staying competitive while meeting ever-evolving customer expectations. Traditional on-premise systems are becoming outdated, and a more flexible, scalable, and secure solution is more pressing than ever. Enter cloud-based CIS/UB—the future of utility management.
Imagine a system that not only reduces costs but also scales effortlessly with your business needs. A cloud-based CIS/UB offers this and more. Utilities can significantly reduce hardware, maintenance, and upgrade expenses by moving to the cloud. Traditional systems require hefty upfront investments and ongoing costs, whereas cloud-based solutions operate on a subscription model, allowing you to pay only for what you use.
But the benefits don’t stop there. Cloud-based CIS/UB platforms are designed to be inherently scalable, making adjusting resources based on demand easy. This flexibility is particularly beneficial for utilities experiencing growth or seasonal fluctuations in usage. With a cloud-based system, you can quickly scale up or down without the need for significant capital investments.
What Is a Cloud-based CIS/UB?
A cloud-based CIS/UB is a system hosted on remote servers, accessible via the Internet, that manages customer information, billing, and other utility operations. Unlike traditional on-premise systems, cloud-based CIS/UB offers flexibility, scalability, and enhanced security.
9 Key Reasons to Adopt Cloud-based CIS/UB
Cost Efficiency: Moving to a cloud-based CIS/UB can significantly reduce hardware, maintenance, and upgrade costs. Traditional on-premise systems require substantial upfront investments and ongoing expenses for physical infrastructure and IT support. In contrast, cloud-based solutions operate on a subscription model, allowing utilities to pay only for the services they use.
Scalability and Flexibility: Cloud-based CIS/UB platforms are inherently scalable, making adjusting resources based on demand easy. This flexibility is particularly beneficial for utilities experiencing growth or seasonal fluctuations in usage. Utilities can quickly scale up or down with a cloud-based system without significant capital investments.
Enhanced Security: Security is a top priority for utilities handling sensitive customer data. Cloud-based CIS/UB providers invest heavily in advanced security measures, including encryption, multi-factor authentication, and regular security audits. These measures ensure that customer data is protected against breaches and cyber threats.
Improved Customer Experience: A cloud-based CIS/UB enables utilities to offer a more personalized and responsive customer experience. Features like real-time data access, automated notifications, and self-service portals empower customers to manage their accounts more efficiently. This level of service can lead to higher customer satisfaction and loyalty.
Operational Efficiency: Cloud-based systems streamline operations by automating routine tasks and integrating with other utility management tools. This integration reduces manual processes, minimizes errors, and enhances overall efficiency. Utilities can focus more on strategic initiatives rather than day-to-day administrative tasks.
Disaster Recovery and Business Continuity: Cloud-based CIS/UB solutions offer robust disaster recovery capabilities. Data is regularly backed up and stored in multiple locations, ensuring utilities can quickly recover from disruptions. This resilience is critical for maintaining continuous service and protecting against data loss.
Regulatory Compliance: Utilities must comply with various regulatory requirements related to data management and privacy. Cloud-based CIS/UB providers stay up-to-date with the latest regulations and implement necessary compliance measures, ensuring that utilities meet legal obligations without the burden of managing compliance internally.
Advanced Features and Integration: Modern cloud-based CIS/UB solutions offer advanced features such as AI and machine learning for predictive analytics, process automation, and enhanced customer relationship management (CRM) capabilities. These features can significantly improve operational efficiency and customer satisfaction.
Addressing the “Cap-Gap”: The transition from on-premise to cloud-based CIS can bridge the ‘Cap Gap’—the disparity between the capabilities of cloud and on-premise systems. Cloud CIS/UB offers greater agility, scalability, and accessibility, which are crucial for modern utilities.
The Future of Utility Management
As technology advances, adopting cloud-based CIS/UB will become increasingly essential for utilities. Embracing this change not only future-proofs utility operations but also positions them to meet the evolving needs of their customers.
In conclusion, adopting a cloud-based CIS offers numerous benefits, including cost efficiency, scalability, enhanced security, and improved customer experience. Utilities that make this transition will be better equipped to navigate the changing technological landscape and deliver superior customer service.
Personalized Video Engagement Is the Future of Customer Experiences
In today’s digital age, standing out in a sea of content is more challenging than ever. Customers are bombarded daily with countless messages, making it crucial for businesses to find innovative ways to capture and retain their attention. Enter SmartVX, personalized video engagement—a game-changer in reaching and engaging your utility customers.
What is Personalized Video Engagement?
Personalized video engagement involves creating videos tailored to individual viewers, addressing them by name, and referencing their utility billing account information from CIS Infinity to give them information when and where they need it. This approach transforms generic content into a powerful tool for building meaningful customer connections.
The Benefits of Personalized Video Engagement
Breaking Through the Noise: Personalized videos cut through the clutter of generic email, direct mail, and website portals. By addressing viewers directly, these videos capture attention more effectively than direct mail, email or bill inserts.
Higher Engagement Rates: Personalized videos boast higher open and click-through rates compared to traditional emails. They make viewers feel valued and understood, which drives engagement.
Enhanced Customer Satisfaction: Videos can simplify complex information, making it easier for customers to understand products, services, or changes in billing. This clarity reduces frustration and improves overall satisfaction.
Increased Retention and Loyalty: By creating a more personalized experience, utilities and municipalities can foster stronger customer relationships, leading to higher customer satisfaction scores.
The Future of Customer Experiences
As technology continues to evolve, the potential for personalized video engagement will only grow. Businesses that embrace this trend will be better positioned to meet the demands of modern consumers, who increasingly expect tailored, relevant, and engaging content.
In conclusion, personalized video engagement is not just a trend—it’s the future of customer experiences. By leveraging this powerful tool, businesses can create deeper connections, drive higher engagement, and ultimately foster greater customer satisfaction.
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.
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.
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
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.
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:
Regulatory Compliance — supports accurate reporting under always like California SB 555 and Texas TWDB regulations using AWWA M36 methodologies.
Funding Readiness — Helps utilities qualify for IIJA, CWSRF, and FEMA funds by demonstrating proactive leak management and conservation impact.
Conservation Targets — Enable utilities to detect waste early and meet drought response and long-term sustainability mandates.
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.
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.
