Billing/customer information system (CIS) solutions are fundamental to the electric utility industry’s meter-to-cash process, essentially serving as the cash register, and are thus critical to a utility’s cash flow. While legacy systems perform that function, the modern systems available today offer many more capabilities. In the increasingly competitive environment in which utilities operate, many will be forced to consider upgrading these vital systems. Additionally, utilities’ increasing needs for effective customer engagement and the desire for integration with digital platforms, such as mobile devices, web portals, and social media, are placing a revived focus around relationship management. Add a growing range of analytics solutions into the mix, and the possibilities for utilities to improve efficiency and reliability, reduce costs, and better interact with constituents are nearly endless.
This report focuses on the global trends influencing the deployment of utility CISs and customer relationship management (CRM) systems, as well as customer analytics. Navigant Research expects the global market for these customer management solutions to grow as utilities expand their requirements beyond simple meter-to-cash processes and continue adapting to changing business and customer landscapes. Strong investment is expected across the emerging markets of Eastern Europe, Latin America, and the Middle East & Africa. In North America and Western Europe, natural end-of-life cycles for deployed systems, along with the proliferation of new energy services and rise in customer expectations, are expected to drive utilities to upgrade aging and often homegrown systems.
This Navigant Research report analyzes the global market for major utility customer management systems: CISs and CRM, as well as customer operations analytics. The study provides an analysis of the market issues, including definitions, drivers, and barriers, associated with customer management solutions. Global market forecasts, segmented by region, application, and segment, extend through 2027. The report also examines the key global market trends related to utility CIS, CRM, and customer analytics solutions.