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Maximizing the operational efficiency of customer energy, electric, or water usage is always critical, but it has taken on a new level of urgency during COVID-19. Utilities must have a more connected and better relationship with their customers, beyond providing them a bill once a month. Customers want to feel connected to brands they use, and they want to feel in control of their consumption and purchasing habits. Customer experience must be fast, easy, and frictionless.

Economic pressure on customers will exacerbate challenges in providing the best-in-class customer experience. Digital tools and platforms will be essential to integrate all the software applications in the meter to cash process. Digital-savvy utilities will be able to manage this process end-to-end from meter reading, to invoicing, to analytics, and customer engagement around billing and programs.

This report will explore how utilities are currently using their CIS and how they can maximize CIS to improve customer experience and operational efficiency.