target audience: TECH BUYER  Publication date: Mar 2024 - Document type: IDC MarketScape - Doc  Document number: # US49060523

IDC MarketScape: Worldwide Customer Information System & Billing Solutions for Utilities 2024 Vendor Assessment


  • Gaia Gallotti Loading
  • Daniele Arenga


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This IDC MarketScape evaluates providers of customer information system & billing (CIS&B) software to utilities worldwide. It analyzes vendors' capabilities, strategies, and comparative success in the marketplace. It looks at how their products and services will evolve, providing metrics and context to utilities evaluating potential technology partners in this solution area. It aims to aid utilities as well as energy and water retailers decide on their current or future CIS&B implementations and assist vendors in deepening their understanding of the competitive landscape. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and highlights the most influential factors for success in this market in the short and long term.

"The CIS & billing solutions vendor landscape has significantly changed from our last vendor evaluation in 2016. The most notable change has been the impact of the energy transition on utilities as well as energy and water retailers, not only in the features and functionalities they require to satisfy their customers, but also in their need to quickly adapt to market changes with innovative tariffs as well as new products and services bundles," said Gaia Gallotti, associate research director, IDC Energy Insights. "Modern CIS&B solutions are at the heart of CX transformation, and they play an imperative role in utilities' business model reinvention."


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