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TMCNet:  Smart Grid Deployments are Driving a Revolution in Utility Customer Information Systems, According to Pike Research

[November 26, 2012]

Smart Grid Deployments are Driving a Revolution in Utility Customer Information Systems, According to Pike Research

BOULDER, Colo. --(Business Wire)--

The electric utility industry is engaged in a massive buildout of smart grid infrastructure, but the full benefits of this investment will only be realized if there is a similar transformation in customer engagement. Many utilities have realized that they need to dramatically change the way the way they view and manage customer relationships. According to a recent report from Pike Research, a part of Navigant's Energy Practice, the deployment of smart meters is the key driving force in this revolution, enabling new consumer services and providing new insight into customer behavior.

As a result, the study concludes, the electric utility billing and customer information systems (CIS) software and services market will nearly double in the next 5 years, growing from $2.3 billion in 2011 to $4.0 billion by 2017.

"Large U.S. investor-owned utilities looking to develop new revenue streams, European energy retailers working in a deregulated market, and utilities in the developing world seeking to improve revenue collection and energy auditing are all taking a new look at their requirements for billing and CIS," says research director Eric Woods. "This shift requires utilities to master the product development, marketing, and customer relationship skills to ensure competitive success. In turn, the billing and CIS systems underpinning these business processes will have to step up to the challenge."

Many legacy billing and CIS are technically unsuited for the emerging smart grid requirements. Another significant factor driving billing and CIS change will be customer and business process analytics. This technology will play an important role in guiding utilities in product development and market execution for the targeted offerings and bundles that will enable competitive diffrentiation, according to the report. Today, confusion still exists in the market about how and where to apply analytics to improve business outcomes, but the market will mature rapidly as a result of growing commercial pressures.

The report, "Electric Utility Billing and Customer Information Systems", analyzes the global market opportunity for utility billing and CIS software and services. The report also includes a view of the growth of billing and CIS systems in regulated and deregulated environments. The study provides a comprehensive assessment of the demand drivers, business models, and technology issues associated with this rapidly growing opportunity. Key industry players are profiled in depth and market forecasts for worldwide electric utility billing and CIS software and services revenue, segmented by region, are provided through 2017. An Executive Summary of the report is available for free download on the Pike Research website.

About Pike Research (News - Alert)

Pike Research, which joined Navigant's global Energy Practice on July 1, 2012, provides in-depth analysis of global clean technology markets. The team's research methodology combines supply-side industry analysis, end-user primary research and demand assessment, and deep examination of technology trends to provide a comprehensive view of the Smart Energy, Smart Grid, Smart Transportation, Smart Industry, and Smart Buildings sectors. Additional information about Pike Research can be found at

About Navigant

Navigant (NYSE: NCI) is a specialized, global expert services firm dedicated to assisting clients in creating and protecting value in the face of critical business risks and opportunities. Through senior level engagement with clients, Navigant professionals combine technical expertise in Disputes and Investigations, Economics, Financial Advisory and Management Consulting, with business pragmatism in the highly regulated Construction, Energy, Financial Services and Healthcare industries to support clients in addressing their most critical business needs. More information about Navigant can be found at

* The information contained in this press release concerning the report, "Electric Utility Billing and Customer Information Systems," is a summary and reflects Pike Research's current expectations based on market data and trend analysis. Market predictions and expectations are inherently uncertain and actual results may differ materially from those contained in this press release or the report. Please refer to the full report for a complete understanding of the assumptions underlying the report's conclusions and the methodologies used to create the report. Neither Pike Research nor Navigant undertakes any obligation to update any of the information contained in this press release or the report.

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