Customer Information System Market Size By Component (Solution, Service [Implementation, Support & Maintenance, Consulting), By Deployment Model (On-premise, Cloud), By Application (Electricity and Power Management, Water and Wastewater Management, Utility Gas Management), Industry Analysis Report, Regional Outlook, Growth Potential, Competitive Market Share & Forecast, 2020 – 2026

Industry Trends

Customer Information System Market size exceeded USD 1.5 billion in 2019 and is poised to register CAGR of nearly 10% between 2020 and 2026.
 

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Customer information systems are facing an upheaved demand as evolving digital trends and changing customer behavior are driving the need for granular customer information. The evolution of this technology has been primarily driven by advancements in customer utility billing and spike in smart city initiatives.
 

The customer information system industry is witnessing a significant disruption with the increasing availability of portable & low-cost sensors and rapidly growing use of telecommunication networks. Sensors can be installed on different types of platforms, such as terrestrial vehicles, helicopters, satellites, water-based vessels, and can also be hand-held by individual surveyors.
 

Increasing global utility consumption to fuel the market growth

The customer information system market is witnessing rapid growth in the adoption of utility management and smart metering technologies to address dynamic requirements for improved customer billing experience. Recent advancements in IoT have enabled utility companies to provide billing information with greater clarity, boosting customer confidence and creating new avenues for market expansion.
 

Customer information systems have increasingly gained market traction amid the ongoing COVID-19 pandemic as energy & utility enterprises are more focused on providing reliable and transparent energy billing. Governments are substantially adopting customer information systems to analyze customer behavior and correlate this data with changing consumer preferences during the pandemic outbreak.
 

Growing volume of customer-related information to boost demand in the U.S. services segment

The U.S. services segment held around 25% customer information system market share in 2019. The growing complexity of various functionalities included within a customer information system, such as order processing, billing, payment processing, and statement preparation, are driving the regional segment growth. Companies specializing in these services, such as IBM and Milestone Utility, focus on service innovation by dedicating significant investments in R&D initiatives. The strategy aims at securing a competitive advantage in the rapidly evolving customer information system landscape.
 

The consulting services held over 25% market share of CIS services segment. With the rapid growth in the U.S. utilities sector, the demand for specialized customer information system consultation services is increasing exponentially. Consulting services advise enterprises on how to proficiently manage their business by leveraging the intelligence obtained from customer data. This helps utility enterprises in meeting the rising customer expectation, gaining a competitive edge in the market.
 

Concerns over data control to surge on-premise segment growth in the Germany market

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In Germany customer information system market, the on-premise captured more than 60% revenue share in 2019 due to the continued deployment of on-premise systems to ensure better data control. The ability of on-premise systems to offer a high level of privacy and authority in managing confidential customer data has proliferated the market demand. Furthermore, stringent regulations on the privacy of customer-related information have created new market opportunities for the segment.
 

Phasing out of traditional billing to drive the wastewater and water management segment in Japan

Wastewater and water management segment in Japan market is projected to register 13% growth rate through 2026, driven by the increasing use of smart billing technologies to develop a comprehensive system to assist customers. Additionally, the declining use of traditional billing methods and the gradual phasing out of conventional meters are major factors propelling the market revenue. Customer information systems are enabling Japanese water utility enterprises to accurately measure the consumption of water resources by customers.
 

Enhanced IoT penetration to augment European industry

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Europe held a significant portion in the global customer information system market, with around 25% share in 2019. The regional industry domination is characterized by accelerated development of IoT-based billing technologies and growing market demand for smart utility meters.
 

The European Union plans to replace 80% of the total utility meters in Europe by 2020 through the SmartGrids Technology platform, creating new avenues for market expansion. In addition, several EU members including Germany, Italy, and the UK are heavily adopting customer information systems to offer sustainable energy supplies, accentuating the market growth trends.
 

Europe has witnessed rising penetration of smartphone-based utility payments and increased demand for control over utility billing by customers which will also contribute to the expanding market presence of customer information systems across the region.
 

Development of sophisticated solutions with transparent billing to gain a competitive edge

The global customer information system market is characterized by large-scale investments in metering technologies to meet real-time billing demands. For instance, in 2019, SAP has nearly doubled the number of digital innovation solutions for the utilities sector compared to its portfolio in 2018. Similarly, in April 2018, Oracle joined hands with the American Electric Power (AEP) to improve AEP’s customer billing systems and improve customer experience through transparent bills.
 

The industry also witnessed several strategic alliances between key players to launch new products with added functionalities to maintain their market revenue share and profitability. For instance, in April 2019, Itineris partnered with the New York City Department of Environmental Protection (NYC DEP) to improve services offered to the citizens by leveraging Itineris’ UMAX solution.
 

Some of the key players operating in the market are Advanced Utility System, Agility CIS, Inc., ATS, Inc., Avertra Corporation, Cayenta Canada, Inc., Efluid SAS, EG Utility A/S, Gentrack, Hansen Technologies Corporation, HydroComp, Inc., IBM Corporation, Indra, Northstar Utilities, Open International, Oracle Corporation, SAP SE, Vertexone, and Wipro Limited.
 

This market research report on customer information system includes in-depth coverage of the industry with estimates & forecast in terms of revenue in USD from 2015 to 2026 for the following segments:

Market, By Component

• Solution
• Service
  • Implementation
  • Consulting
  • Support and Maintenance

Market, By Deployment Model

• On-premise
• Cloud

Market, By Application

• Electricity and Power Management
• Water and Wastewater Management
• Utility Gas Management

The above information has been provided for the following regions and countries:

• North America
  • U.S.
  • Canada
• Europe
  • UK
  • Germany
  • France
  • Spain
  • Italy
  • Netherlands
• Asia Pacific
  • China
  • India
  • Japan
  • South Korea
  • ANZ
  • Southeast Asia
• Latin America
  • Brazil
  • Mexico
  • Argentina
  • Colombia
• Middle East & Africa
  • Saudi Arabia
  • UAE
  • Qatar
  • South Africa