North America Utilities Customer Information System Software Market - Industry Dynamics, Market Size, And Opportunity Forecast To 2030
Report ID: MS-1026 | IT and Telecom | Last updated: Jun, 2025 | Formats*:
The Utility Customer Information System (CIS) software market refers to specialised software solutions designed for public service providers – such as electricity, gas and water companies – to efficiently manage customer data, collection, service requests and meter operations. These systems act as centralised platforms that simplify communication, automate collection and payment processes, and support customer self-service through digital portals housed in cloud or on-site deployments. Driven by digital transformation, regulatory compliance needs and the integration of intelligent grid technologies and IoT, CIS platforms are evolving to offer real-time analysis, AI-augmented customer engagement, and seamless utility operations management.
Utilities Customer Information System Software Report Highlights
| Report Metrics | Details |
|---|---|
| Forecast period | 2019-2030 |
| Base Year Of Estimation | 2024 |
| Growth Rate | CAGR of 3.51% |
| Forecast Value (2030) | USD 3.10 Billion |
| By Product Type | Cloud Based, On Premise |
| Key Market Players |
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| By Region |
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Utilities Customer Information System Software Market Trends
A big trend is widespread change to cloud-based CIS solutions that offer scalability, flexibility and reduced infrastructure costs compared to traditional places in the place. Utilities are increasingly integrating artificial intelligence (AI) and machine learning (ML) resources into their CIS platforms to enable predictive analysis for consumer standards, automate customer support, and provide personalised services. The adoption of Intelligent Grid Technologies and Advanced Measurement Infrastructure (AMI) is also a key driver, requiring CIS software that can deal with real-time data processing and facilitate stitching data flow. In addition, there is a strong emphasis on improving customer self-service portals and omnichannel communication to meet customers' increasing expectations for convenient and immediate access to information and services.
Utilities Customer Information System Software Market Leading Players
The key players profiled in the report are Indra (Spain), Oracle (United States), Fluentgrid (India), Hansen (Australia), Advanced Utility Systems (Canada), efluid (France), Ferranti Computer Systems (Belgium), Cayenta (Canada), Gentrack (United Kingdom), SAP (Germany)Growth Accelerators
- Digital transformation & smart grid integration: Utilities are adopting CIS solutions to modernise operations in the midst of smart grids and IoT deployments. These platforms allow for a seamless data flow between smart meters, analysis systems and customer portals.
- Rising demand for cloud-based CIS: Scalability, flexibility and cost efficiency of cloud-hosted CIs are accelerating the migration of inherited systems. Cloud deployments support real-time updates, remote maintenance and rapid release of resources.
- Regulatory compliance & billing complexity: Evolving Regulations – Data Privacy, Renewable Integration and Net Metering – require precise billing and data management. CIS platforms help utilities to meet these mandates, reducing error and risk.
Utilities Customer Information System Software Market Segmentation analysis
The North America Utilities Customer Information System Software is segmented by Type, Application, and Region. By Type, the market is divided into Distributed Cloud Based, On Premise . The Application segment categorizes the market based on its usage such as Large Enterprises, SMEs. Geographically, the market is assessed across key Regions like North America (United States, Canada, Mexico), South America (Brazil, Argentina, Chile, Rest of South America), Europe (Germany, France, Italy, United Kingdom, Benelux, Nordics, Rest of Europe), Asia Pacific (China, Japan, India, South Korea, Australia, Southeast Asia, Rest of Asia-Pacific), MEA (Middle East, Africa) and others, each presenting distinct growth opportunities and challenges influenced by the regions.Competitive Landscape
The competitive scenario of the Utility Customer Information System (CIS) software market is highly dynamic, characterised by a mixture of established corporate software providers and suppliers of specialised utility-focused solutions. The key players, such as Oracle and SAP, offer comprehensive, often cloud-based solutions that extend beyond basic revenues to cover advanced analyses, customer relationship management (CRM) and meter data management. The differentiation between competitors is increasingly driven by the depth of AI and machine learning integration for predictive analysis, customer involvement and automated operations. The market is also seeing intense competition by providing cloud-based flexible deployments to reduce initial costs and increase scalability, appealing to a wider range of public service sizes.
Challenges In Utilities Customer Information System Software Market
- High implementation costs and budget restrictions: The implementation of modern CIS platforms usually involves marked investments – including licensing, personalisation, training and integration – making it challenging for minor public services to upgrade systems.
- Complexity of the inherited system and integration obstacles: Many utilities operate with monolithic and outdated infrastructure that resists integration and requires complex migrations or hybrid coexistence, complicating digital transformation efforts.
- Resistance to change of employees and stakeholders: Employee pressing, lack of familiarity and fear of interrupting established workflows usually decrease the adoption of CIS, requiring robust management and training programmes.
Risks & Prospects in Utilities Customer Information System Software Market
The software market of the Utility Customer Information System (CIS) presents significant opportunities driven by the ongoing digital transformation in the public services sector and the evolutionary expectations of public services clients. Focus on self-service portals and mobile applications is creating demand for friendly interfaces that enable customers to manage their accounts and monitor consumption. In addition, the growing regulatory mandates for precise collection, tracking of transparent energy consumption and data privacy continue to fuel the investment in modern CIS solutions. There are also emerging opportunities in the development of personalised solutions for renewable and distributed energy resources, as well as improving response analysis for optimised energy efficiency.
Key Target Audience
The competitive scenario of the Utility Customer Information System (CIS) software market is highly dynamic, characterised by a mixture of established corporate software providers and suppliers of specialised utility-focused solutions. The key players, such as Oracle and SAP, offer comprehensive, often cloud-based solutions that extend beyond basic revenues to cover advanced analyses, customer relationship management (CRM) and meter data management. The differentiation between competitors is increasingly driven by the depth of AI and machine learning integration for predictive analysis, customer involvement and automated operations. The market is also seeing intense competition by providing cloud-based flexible deployments to reduce initial costs and increase scalability, appealing to a wider range of public service sizes.
Merger and acquisition
- Hansen Technologies acquires North American CIS business: Hansen Technologies (ASX: HSN) recently bought a customer suite (formerly Banner CIS), expanding its North American revenue and customer service footprint and deepening its meter-to-cash service offerings.
- Message Broadcast acquires West Utilities business: At the end of 2024, Message Broadcast added the West Technology Group Utilities Division to its portfolio, improving its communication resources and reinforcing its leadership in customer engagement software.
- Strategic partnership: KUBRA & Advanced Utility Systems: Although it is not a complete acquisition, its final alliance of 2024 mixes Kubra's CX tools with the AUS Infinite Cis platform – creating a unified set of collecting, payment and interruption of communication to transform utility customer service.
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Analyst Comment
The Utility Customer Information System (CIS) software market is currently experiencing significant growth, driven by the growing need for concessionaires to modernise their operations, enhance customer involvement and efficiently manage revenue and data in a rapidly evolving energy scenario. Valued at approximately US $1.5 billion to $1.79 billion in 2024-2025 (depending on the source), the market is expected to reach between $3.2 billion and $5.05 billion by 2030-2034. The main trends that drive this expansion include the accelerated adoption of cloud-based CIS solutions for their scalability, flexibility, and reduced infrastructure costs, and increasing AI integration and machine learning for advanced analysis, and custom customer personalised interactions.
- 1.1 Report description
- 1.2 Key market segments
- 1.3 Key benefits to the stakeholders
2: Executive Summary
- 2.1 Utilities Customer Information System Software- Snapshot
- 2.2 Utilities Customer Information System Software- Segment Snapshot
- 2.3 Utilities Customer Information System Software- Competitive Landscape Snapshot
3: Market Overview
- 3.1 Market definition and scope
- 3.2 Key findings
- 3.2.1 Top impacting factors
- 3.2.2 Top investment pockets
- 3.3 Porter’s five forces analysis
- 3.3.1 Low bargaining power of suppliers
- 3.3.2 Low threat of new entrants
- 3.3.3 Low threat of substitutes
- 3.3.4 Low intensity of rivalry
- 3.3.5 Low bargaining power of buyers
- 3.4 Market dynamics
- 3.4.1 Drivers
- 3.4.2 Restraints
- 3.4.3 Opportunities
4: Utilities Customer Information System Software Market by Type
- 4.1 Overview
- 4.1.1 Market size and forecast
- 4.2 Cloud Based
- 4.2.1 Key market trends, factors driving growth, and opportunities
- 4.2.2 Market size and forecast, by region
- 4.2.3 Market share analysis by country
- 4.3 On Premise
- 4.3.1 Key market trends, factors driving growth, and opportunities
- 4.3.2 Market size and forecast, by region
- 4.3.3 Market share analysis by country
5: Utilities Customer Information System Software Market by Application / by End Use
- 5.1 Overview
- 5.1.1 Market size and forecast
- 5.2 Large Enterprises
- 5.2.1 Key market trends, factors driving growth, and opportunities
- 5.2.2 Market size and forecast, by region
- 5.2.3 Market share analysis by country
- 5.3 SMEs
- 5.3.1 Key market trends, factors driving growth, and opportunities
- 5.3.2 Market size and forecast, by region
- 5.3.3 Market share analysis by country
6: Utilities Customer Information System Software Market by Region
- 6.1 Overview
- 6.1.1 Market size and forecast By Region
- 6.2 North America
- 6.2.1 Key trends and opportunities
- 6.2.2 Market size and forecast, by Type
- 6.2.3 Market size and forecast, by Application
- 6.2.4 Market size and forecast, by country
- 6.2.4.1 United States
- 6.2.4.1.1 Key market trends, factors driving growth, and opportunities
- 6.2.4.1.2 Market size and forecast, by Type
- 6.2.4.1.3 Market size and forecast, by Application
- 6.2.4.2 Canada
- 6.2.4.2.1 Key market trends, factors driving growth, and opportunities
- 6.2.4.2.2 Market size and forecast, by Type
- 6.2.4.2.3 Market size and forecast, by Application
- 6.2.4.3 Mexico
- 6.2.4.3.1 Key market trends, factors driving growth, and opportunities
- 6.2.4.3.2 Market size and forecast, by Type
- 6.2.4.3.3 Market size and forecast, by Application
- 6.2.4.1 United States
- 6.3 South America
- 6.3.1 Key trends and opportunities
- 6.3.2 Market size and forecast, by Type
- 6.3.3 Market size and forecast, by Application
- 6.3.4 Market size and forecast, by country
- 6.3.4.1 Brazil
- 6.3.4.1.1 Key market trends, factors driving growth, and opportunities
- 6.3.4.1.2 Market size and forecast, by Type
- 6.3.4.1.3 Market size and forecast, by Application
- 6.3.4.2 Argentina
- 6.3.4.2.1 Key market trends, factors driving growth, and opportunities
- 6.3.4.2.2 Market size and forecast, by Type
- 6.3.4.2.3 Market size and forecast, by Application
- 6.3.4.3 Chile
- 6.3.4.3.1 Key market trends, factors driving growth, and opportunities
- 6.3.4.3.2 Market size and forecast, by Type
- 6.3.4.3.3 Market size and forecast, by Application
- 6.3.4.4 Rest of South America
- 6.3.4.4.1 Key market trends, factors driving growth, and opportunities
- 6.3.4.4.2 Market size and forecast, by Type
- 6.3.4.4.3 Market size and forecast, by Application
- 6.3.4.1 Brazil
- 6.4 Europe
- 6.4.1 Key trends and opportunities
- 6.4.2 Market size and forecast, by Type
- 6.4.3 Market size and forecast, by Application
- 6.4.4 Market size and forecast, by country
- 6.4.4.1 Germany
- 6.4.4.1.1 Key market trends, factors driving growth, and opportunities
- 6.4.4.1.2 Market size and forecast, by Type
- 6.4.4.1.3 Market size and forecast, by Application
- 6.4.4.2 France
- 6.4.4.2.1 Key market trends, factors driving growth, and opportunities
- 6.4.4.2.2 Market size and forecast, by Type
- 6.4.4.2.3 Market size and forecast, by Application
- 6.4.4.3 Italy
- 6.4.4.3.1 Key market trends, factors driving growth, and opportunities
- 6.4.4.3.2 Market size and forecast, by Type
- 6.4.4.3.3 Market size and forecast, by Application
- 6.4.4.4 United Kingdom
- 6.4.4.4.1 Key market trends, factors driving growth, and opportunities
- 6.4.4.4.2 Market size and forecast, by Type
- 6.4.4.4.3 Market size and forecast, by Application
- 6.4.4.5 Benelux
- 6.4.4.5.1 Key market trends, factors driving growth, and opportunities
- 6.4.4.5.2 Market size and forecast, by Type
- 6.4.4.5.3 Market size and forecast, by Application
- 6.4.4.6 Nordics
- 6.4.4.6.1 Key market trends, factors driving growth, and opportunities
- 6.4.4.6.2 Market size and forecast, by Type
- 6.4.4.6.3 Market size and forecast, by Application
- 6.4.4.7 Rest of Europe
- 6.4.4.7.1 Key market trends, factors driving growth, and opportunities
- 6.4.4.7.2 Market size and forecast, by Type
- 6.4.4.7.3 Market size and forecast, by Application
- 6.4.4.1 Germany
- 6.5 Asia Pacific
- 6.5.1 Key trends and opportunities
- 6.5.2 Market size and forecast, by Type
- 6.5.3 Market size and forecast, by Application
- 6.5.4 Market size and forecast, by country
- 6.5.4.1 China
- 6.5.4.1.1 Key market trends, factors driving growth, and opportunities
- 6.5.4.1.2 Market size and forecast, by Type
- 6.5.4.1.3 Market size and forecast, by Application
- 6.5.4.2 Japan
- 6.5.4.2.1 Key market trends, factors driving growth, and opportunities
- 6.5.4.2.2 Market size and forecast, by Type
- 6.5.4.2.3 Market size and forecast, by Application
- 6.5.4.3 India
- 6.5.4.3.1 Key market trends, factors driving growth, and opportunities
- 6.5.4.3.2 Market size and forecast, by Type
- 6.5.4.3.3 Market size and forecast, by Application
- 6.5.4.4 South Korea
- 6.5.4.4.1 Key market trends, factors driving growth, and opportunities
- 6.5.4.4.2 Market size and forecast, by Type
- 6.5.4.4.3 Market size and forecast, by Application
- 6.5.4.5 Australia
- 6.5.4.5.1 Key market trends, factors driving growth, and opportunities
- 6.5.4.5.2 Market size and forecast, by Type
- 6.5.4.5.3 Market size and forecast, by Application
- 6.5.4.6 Southeast Asia
- 6.5.4.6.1 Key market trends, factors driving growth, and opportunities
- 6.5.4.6.2 Market size and forecast, by Type
- 6.5.4.6.3 Market size and forecast, by Application
- 6.5.4.7 Rest of Asia-Pacific
- 6.5.4.7.1 Key market trends, factors driving growth, and opportunities
- 6.5.4.7.2 Market size and forecast, by Type
- 6.5.4.7.3 Market size and forecast, by Application
- 6.5.4.1 China
- 6.6 MEA
- 6.6.1 Key trends and opportunities
- 6.6.2 Market size and forecast, by Type
- 6.6.3 Market size and forecast, by Application
- 6.6.4 Market size and forecast, by country
- 6.6.4.1 Middle East
- 6.6.4.1.1 Key market trends, factors driving growth, and opportunities
- 6.6.4.1.2 Market size and forecast, by Type
- 6.6.4.1.3 Market size and forecast, by Application
- 6.6.4.2 Africa
- 6.6.4.2.1 Key market trends, factors driving growth, and opportunities
- 6.6.4.2.2 Market size and forecast, by Type
- 6.6.4.2.3 Market size and forecast, by Application
- 6.6.4.1 Middle East
- 7.1 Overview
- 7.2 Key Winning Strategies
- 7.3 Top 10 Players: Product Mapping
- 7.4 Competitive Analysis Dashboard
- 7.5 Market Competition Heatmap
- 7.6 Leading Player Positions, 2022
8: Company Profiles
- 8.1 Advanced Utility Systems (Canada)
- 8.1.1 Company Overview
- 8.1.2 Key Executives
- 8.1.3 Company snapshot
- 8.1.4 Active Business Divisions
- 8.1.5 Product portfolio
- 8.1.6 Business performance
- 8.1.7 Major Strategic Initiatives and Developments
- 8.2 Cayenta (Canada)
- 8.2.1 Company Overview
- 8.2.2 Key Executives
- 8.2.3 Company snapshot
- 8.2.4 Active Business Divisions
- 8.2.5 Product portfolio
- 8.2.6 Business performance
- 8.2.7 Major Strategic Initiatives and Developments
- 8.3 efluid (France)
- 8.3.1 Company Overview
- 8.3.2 Key Executives
- 8.3.3 Company snapshot
- 8.3.4 Active Business Divisions
- 8.3.5 Product portfolio
- 8.3.6 Business performance
- 8.3.7 Major Strategic Initiatives and Developments
- 8.4 Ferranti Computer Systems (Belgium)
- 8.4.1 Company Overview
- 8.4.2 Key Executives
- 8.4.3 Company snapshot
- 8.4.4 Active Business Divisions
- 8.4.5 Product portfolio
- 8.4.6 Business performance
- 8.4.7 Major Strategic Initiatives and Developments
- 8.5 Fluentgrid (India)
- 8.5.1 Company Overview
- 8.5.2 Key Executives
- 8.5.3 Company snapshot
- 8.5.4 Active Business Divisions
- 8.5.5 Product portfolio
- 8.5.6 Business performance
- 8.5.7 Major Strategic Initiatives and Developments
- 8.6 Gentrack (United Kingdom)
- 8.6.1 Company Overview
- 8.6.2 Key Executives
- 8.6.3 Company snapshot
- 8.6.4 Active Business Divisions
- 8.6.5 Product portfolio
- 8.6.6 Business performance
- 8.6.7 Major Strategic Initiatives and Developments
- 8.7 Hansen (Australia)
- 8.7.1 Company Overview
- 8.7.2 Key Executives
- 8.7.3 Company snapshot
- 8.7.4 Active Business Divisions
- 8.7.5 Product portfolio
- 8.7.6 Business performance
- 8.7.7 Major Strategic Initiatives and Developments
- 8.8 Indra (Spain)
- 8.8.1 Company Overview
- 8.8.2 Key Executives
- 8.8.3 Company snapshot
- 8.8.4 Active Business Divisions
- 8.8.5 Product portfolio
- 8.8.6 Business performance
- 8.8.7 Major Strategic Initiatives and Developments
- 8.9 Oracle (United States)
- 8.9.1 Company Overview
- 8.9.2 Key Executives
- 8.9.3 Company snapshot
- 8.9.4 Active Business Divisions
- 8.9.5 Product portfolio
- 8.9.6 Business performance
- 8.9.7 Major Strategic Initiatives and Developments
- 8.10 SAP (Germany)
- 8.10.1 Company Overview
- 8.10.2 Key Executives
- 8.10.3 Company snapshot
- 8.10.4 Active Business Divisions
- 8.10.5 Product portfolio
- 8.10.6 Business performance
- 8.10.7 Major Strategic Initiatives and Developments
9: Analyst Perspective and Conclusion
- 9.1 Concluding Recommendations and Analysis
- 9.2 Strategies for Market Potential
Scope of Report
| Aspects | Details |
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By Application |
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Frequently Asked Questions (FAQ):
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- Rising demand for cloud-based CIS: Scalability, flexibility and cost efficiency of cloud-hosted CIs are accelerating the migration of inherited systems. Cloud deployments support real-time updates, remote maintenance and rapid release of resources.
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What are the opportunities for new entrants in the Utilities Customer Information System Software market?
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