How AI Is Revolutionizing Utility Customer Service

Kathy DeGlandon on August 27, 2025

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.

AI in Utility Customer Service

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.

Curious about how AI is revolutionizing utility customer service? Contact our sales team today.

Reasons to Adopt Cloud-based CIS/UB in the Changing Utility Landscape

Kathy DeGlandon on July 23, 2025

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.

cloud-based CIS/UB

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

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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.
  7. 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.
  8. 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.
  9. 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.

Looking to switch to the cloud? Schedule a demo with 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!

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.

Infinity CIS helps the Town of Gilbert, AZ modernize their utility

advutility on March 31, 2021

Gilbert is committed to becoming the City of the Future. Investing in new technology like Infinity CIS is one way to help us get there. Infinity CIS will allow our customer service team to communicate electronically with various departments within the Town and send service orders to field staff in real time. Most importantly, this new system will help us better serve the residents of Gilbert. Further, Infinity CIS has the flexibility we were looking for and will prepare us for moving to AMI functionality in the near future.

How Advanced rapidly transitioned five utilities to Infinity CIS

advutility on August 27, 2020

When presented with a challenge, our Professional Services team is able to roll up their sleeves and get the job done. No matter the conditions we are able to come up with timely, relevant and helpful solutions to meet utilities’ needs.

Further, we were excited to take on this opportunity as it was a chance to further highlight and demonstrate how flexible and easily configurable Infinity CIS is.