Utility Customer Platforms

Software platforms that allow utilities and energy retailers to manage and coordinate customer, commercial and operational processes across billing, service and engagement, while enabling flexibility and distributed energy participation. This market spans four historically separate domains – CIS and billing; customer engagement; utility CRM; and DER and flexibility – which are increasingly converging as utilities seek more unified and interoperable customer operations architectures

Historically, utilities have relied on a set of distinct technology domains to manage customer operations: customer information system (CIS) and billing systems to handle meter-to-cash and regulatory processes; customer engagement tools to support communication and self-service; customer relationship management (CRM) platforms to manage workflows and cases; and specialist DER or flexibility solutions to coordinate distributed resources. Each of these categories remains important, but they were not originally designed to operate as a unified response to electrification, dynamic tariffs, DER growth and customer-side flexibility