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.

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.

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.

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.