Utility Customer Information System (CIS) Software Global Market Report 2025

The utility customer information system (CIS) software market size has grown strongly in recent years. It will grow from $2.07 billion in 2024 to $2.26 billion in 2025 at a compound annual growth rate (CAGR) of 9%. The growth in the historic period can be linked to increasing deployment of automated billing and payment systems, growing regulatory pressure for transparency in utility billing, rising customer expectations for digital service delivery, expansion of smart city and infrastructure projects, and increasing adoption of customer information integration platforms.

The utility customer information system (CIS) software market size is expected to see strong growth in the next few years. It will grow to $3.15 billion in 2029 at a compound annual growth rate (CAGR) of 8.7%. The growth in the forecast period can be driven by increasing deployment of automated billing and payment systems, growing regulatory pressure for transparency in utility billing, rising customer expectations for digital service delivery, expansion of smart city and infrastructure projects, and increasing adoption of customer information integration platforms. Major trends in the forecast period include advancements in cloud-based integration technologies, innovations in AI-driven customer interaction tools, developments in mobile and web self-service applications, research and development in automation and process optimization, and technological progress in interoperability between utility platforms.

The growing adoption of digital solutions is expected to drive the expansion of the utility customer information system (CIS) software market in the coming years. Digital solutions - including software, platforms, and cloud services - enable organizations to automate, optimize, and manage business processes more efficiently. Their adoption is increasing due to the operational benefits they provide, such as automating manual tasks, reducing errors, and improving accuracy and cost-effectiveness in day-to-day operations. Utility CIS software supports these digital initiatives by centralizing customer data, automating billing and service processes, and integrating with cloud platforms to enhance real-time decision-making and customer engagement. For example, in March 2025, the Office for National Statistics (ONS), a UK-based statistical institute, reported that AI adoption among firms was projected to increase from 9% in 2023 to 22% in 2024. Therefore, the growing use of digital solutions is propelling the growth of the utility CIS software market.

Key players in the market are leveraging AI advancements to modernize customer experience in the utility sector. AI-driven innovations, such as virtual agents, enhance self-service capabilities, deliver personalized customer interactions, and reduce support costs while improving service efficiency and satisfaction. AI-powered virtual agents use artificial intelligence to simulate human-like interactions, allowing customers to access instant, personalized support without human assistance. For instance, in April 2025, Hansen Technologies Limited, an Australia-based provider of billing, CIS, and customer experience software for utilities, launched next-generation AI-powered CIS solutions at the IUCX 2025 conference in Phoenix, Arizona. The company introduced innovations including a GenAI-powered Virtual Agent and an enhanced Self-Service Portal, designed to help utilities elevate customer experience, streamline operations, reduce operational expenses, and support broader digital transformation initiatives.

In September 2024, KUBRA Data Transfer Ltd., a Canada-based customer experience management company, partnered with Advanced Utility Systems to integrate KUBRA’s digital billing, payment, and customer communication technologies. This collaboration aims to enhance utility customer service efficiency, streamline billing and payment processes, and provide a seamless, user-centric experience. Advanced Utility Systems, a Canada-based provider of the Infinity Customer Information System (CIS), supports electric, water, and gas utilities with advanced tools for customer management, billing, and service delivery, helping utilities optimize operations and engage customers more effectively.

Major companies operating in the utility customer information system (cis) software market are Accenture plc, Oracle Corporation, Schneider Electric SE, Salesforce Inc., SAP SE, Fujitsu Limited, Capgemini SE, Cognizant Technology Solutions Corporation, Infosys Limited, Wipro Limited, Indra Sistemas S.A., Itron Inc., Tyler Technologies Inc., Kraken Technologies Limited, National Information Solutions Cooperative (NISC), Hansen Technologies Limited, VertexOne LLC, Gentrack Group Limited, Fluentgrid Limited, Praxedo SAS.

North America was the largest region in the utility customer information system (CIS) software market in 2024. The regions covered in utility customer information system (CIS) software report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa. The countries covered in the utility customer information system (CIS) software market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

Note that the outlook for this market is being affected by rapid changes in trade relations and tariffs globally. The report will be updated prior to delivery to reflect the latest status, including revised forecasts and quantified impact analysis. The report’s Recommendations and Conclusions sections will be updated to give strategies for entities dealing with the fast-moving international environment.

The rapid escalation of U.S. tariffs and the resulting trade tensions in spring 2025 are significantly impacting the utilities sector, particularly in power generation, grid infrastructure, and renewable energy projects. Higher duties on imported equipment such as turbines, transformers, solar panels, and battery storage systems have increased capital and operational costs for utility providers, forcing them to reconsider project timelines or pass on expenses to consumers through higher energy rates. The water and waste management segments are also affected, with tariffs driving up the cost of essential machinery, piping, and treatment technologies. Additionally, retaliatory tariffs have disrupted global supply chains for critical raw materials like rare earth metals used in clean energy technologies, further complicating the transition to sustainable energy sources. The sector must now prioritize domestic sourcing, digitalization, and efficiency-driven innovations to manage escalating costs while ensuring energy security and regulatory compliance.

The utility customer information system (CIS) software market research report is one of a series of new reports that provides utility customer information system (CIS) software market statistics, including the utility customer information system (CIS) software industry global market size, regional shares, competitors with the utility customer information system (CIS) software market share, detailed utility customer information system (CIS) software market segments, market trends, and opportunities, and any further data you may need to thrive in the utility customer information system (CIS) software industry. This utility customer information system (CIS) software market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.

A utility customer information system (CIS) software is an integrated platform used to manage customer data, billing, and communication processes for utility providers. It streamlines customer interactions by automating meter-to-cash workflows, ensuring accurate billing, and enabling efficient issue resolution. The software improves operational efficiency and customer satisfaction by centralizing all customer-related information and transactions.

The primary components of utility customer information system (CIS) software are software and services. Software refers to digital platforms designed to efficiently manage customer data, billing, payments, and service requests across utility sectors. These systems are deployed through on-premise, cloud-based, and hybrid models and support various utility types, including electricity, water, gas, and multi-utilities. Key applications include billing and payments, customer service and support, meter management, account management, and others, with primary end users spanning residential, commercial, and industrial customers.

The utility customer information system (CIS) software market consists of revenues earned by entities by providing services such as implementation, system integration, consulting, support and maintenance, training, data migration, managed services, customization, cloud hosting, upgrade and modernization, testing, customer analytics services, and technical support. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

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