In the utility industry, it is essential to have a CIS system that supports both internal operations and customer-facing meter-to-cash processes.
The market has changed dramatically in recent years, driven by technology, new regulations, and rising customer expectations. To stay ahead, utilities need modern CIS platforms that can adapt quickly. These systems must go beyond billing basics and help utilities become more agile, customer-focused, and flexible. Modern solutions are equipped with tools to improve service, strengthen satisfaction, and build long-term customer relationships.
Leading consulting group, Gartner calls this new wave of platforms modern, event-based CIS solutions. That are built to react to key events in real time and trigger the right processes automatically. What sets them apart from older systems is their ability to adapt quickly and operate with real-time intelligence, helping utilities meet changing demands with speed, accuracy, and confidence.
Event-based CIS features that drive utility success
Modern CIS platforms deliver real advantages through several standout features:
Cloud-based architecture: Unlike traditional on-premise systems, SaaS platforms offer greater scalability, integration ease, reduce costs, and making it easier to exchange data in near–real-time , providing robust support for emerging service and revenue models.
Embedded AI models: Chatbots, digital assistants, and machine learning (ML) play a key role in driving business growth, offering personalized customer experiences, boosting employee productivity with guided tools, and streamline day-to-day operations.
Flexibility for customer engagement tools: In contrast with rigid legacy solutions, modern, event-based systems give utilities the flexibility to quickly launch new products, services, and programs. Features like configurable catalogs, bundled offerings, dynamic pricing with discounts, and self-service portals empower both customers and staff. These systems can even recommend billing plan changes or product upgrades in real time . For example, when a CSR answers a call, the system can suggest the most relevant options based on the conversation helping improve service and boost customer satisfaction.
Adaptability to automate complex business processes: Utilities with modern CIS solutions can replace outdated batch processing with event-triggered workflows that automate complex tasks and streamline system-to-system data exchange. This is possible through configurable workflows that activate automatically based on the event type. Also, with their powerful reporting tools and 360˚ customer dashboards, teams can easily access the information they need, to make informed decisions across the organization.
Smartflex, where event-driven intelligence meets business success
Traditional CIS systems often fall behind in today’s fast-moving utility environment. They struggle to support flexible rates and meet rising customer expectations. That’s why forward-thinking utilities are turning to modern solutions.
Open Intelligence, a leading provider of software solutions dedicated to the utility sector has developed Smartflex, an event-based CIS built to simplify customer service, billing, metering, and fieldwork. The following are some of the distinguishing features and capabilities of the solution:
Cloud-based solution: Smartflex is built on a modular, multi-service platform that supports on-premise, hybrid, or full SaaS deployment. This gives utilities the flexibility to adapt quickly and operate confidently in a changing market.
Advanced billing functionality: Smartflex makes complex billing simple. It supports differential pricing, discounts, and dynamic rate strategies with no core code changes required. With built-in low-code tools, utilities can respond to market shifts or customer needs without delays or added development costs.
Seamless data-exchange: Unlike legacy batch processing systems, Smartflex operates in real time, enabling smooth data-exchange across multiple systems. Utilities get dynamic dashboards and a full 360° view of each customer, helping teams personalize support, monitor engagement, and find new ways to boost satisfaction and loyalty.
Embedded AI tools: Smartflex uses built-in AI to improve both customer and employee experiences. Digital chatbots and proactive alerts help utilities engage customers in real time anticipating their needs through AI and data analytics. This means issues can be addressed before customers even call in. Smartflex also includes Polaris, a digital adoption tool that guides employees through the platform step by step. It simplifies training, improves day-to-day usability, and boosts team confidence and performance.
Smartflex includes a built-in notification engine that tracks key system events and sends automatic alerts. It’s easy to configure and ensures the right people get timely updates, follow-ups, and keeping teams informed and operations running smoothly.
With its powerful features, Smartflex is more than a CIS, it’s a launchpad for innovation.
Designed for the evolving utility landscape, it helps you adapt faster, deliver better service, and unlock new business models.
