
Study Period | 2019 - 2030 |
Market Size (2025) | USD 1.75 Billion |
Market Size (2030) | USD 3.23 Billion |
CAGR (2025 - 2030) | 12.99 % |
Fastest Growing Market | Asia Pacific |
Largest Market | North America |
Market Concentration | Medium |
Major Players![]() *Disclaimer: Major Players sorted in no particular order |
Customer Information System (CIS) Market Analysis
The Customer Information System Market size is estimated at USD 1.75 billion in 2025, and is expected to reach USD 3.23 billion by 2030, at a CAGR of 12.99% during the forecast period (2025-2030).
The customer information system market is experiencing a fundamental shift as utilities and service providers increasingly prioritize digital transformation and customer-centric operations. Companies are moving toward integrated solutions that combine CRM capabilities with dynamic databases, enabling real-time access to customer information and streamlined service delivery. The integration of documents and analytical capabilities has become a crucial feature, with systems now capable of processing and contextualizing various data types, including proposals, contracts, and correspondence. According to Capgemini projections, by 2030, approximately 125 billion devices are expected to be connected through IoT, highlighting the growing complexity of customer data management requirements.
Smart metering and infrastructure modernization are driving significant changes in how utilities manage customer relationships and billing processes. The evolution of meter-to-cash processes has led to the development of sophisticated CIS solutions that can handle complex billing scenarios, multiple payment methods, and automated workflow management. These systems are increasingly being integrated with interactive voice response (IVR) systems, call centers, and digital communication channels to provide a seamless customer experience. The transformation is particularly evident in the water utility sector, where studies indicate that over 40 billion hours are spent annually on water collection in the sub-Saharan region, emphasizing the need for improved utility billing system management.
Data security and privacy have emerged as critical considerations in CIS implementation and operation. Recent industry surveys by Ermetic reveal that approximately 80% of organizations experienced at least one cloud data breach in the preceding 18 months, highlighting the importance of robust security measures. Companies are increasingly focusing on implementing advanced security protocols and compliance measures to protect sensitive customer information, including payment data, usage patterns, and personal identification details.
The market is witnessing a surge in strategic partnerships and system modernization initiatives across utilities. Major infrastructure investments are being made globally, with countries like China implementing ambitious plans to connect 470 million new people through expanded gas pipeline networks, according to GSMA data. These developments are driving the need for more sophisticated customer database system solutions that can handle increased customer bases, complex billing scenarios, and multiple service types while maintaining high levels of customer service management and operational efficiency. Utilities are increasingly adopting cloud-based customer information system solutions that offer greater flexibility, scalability, and integration capabilities with existing systems.
Customer Information System (CIS) Market Trends
Growing Global Utility Consumption
The increasing global utility consumption has become a significant driver for Customer Information Systems (CIS) adoption, as utilities seek to efficiently manage their expanding customer base and complex billing requirements. The rising demand for energy across residential, commercial, and industrial sectors has created new challenges in meter-to-cash processes, customer billing experiences, and overall utility management. Modern CIS solutions have become essential for utility companies seeking commercial off-the-shelf (COTS) software packages that enable business-critical utility meter-to-cash (M2C) processes, including account maintenance, rate design, billing, order processing, product/service management, credit collection, statement preparation, and payment processing.
The deployment of smart metering infrastructure further emphasizes the need for sophisticated CIS solutions to handle the increasing volume of customer data and billing complexity. For instance, NV Energy's deployment of 1.31 million smart meters demonstrates the scale of data management requirements facing modern utilities. The integration of CIS with smart metering has enabled utilities to provide billing information systems with greater clarity, boosting customer confidence and creating new avenues for service improvement. Additionally, the growing focus on energy conservation and efficient resource utilization has led utilities to implement CIS solutions that can support new marketing initiatives, enhance systems operations, and leverage e-commerce capabilities while maintaining accurate customer data management.
Emerging Cloud and IoT Technologies
The advancement of cloud computing and Internet of Things (IoT) technologies has revolutionized the way customer information systems are generated, collected, managed, and analyzed in the utility sector. The integration of these technologies with CIS solutions has enabled real-time control and intelligence monitoring, allowing companies to diagnose and resolve issues with minimal human intervention. In January 2023, Info Noble's development of a cost-effective CRM system with user-friendly interfaces demonstrates the industry's move towards more accessible and efficient cloud-based solutions. The total cost of ownership for CIS-as-a-Service (CaaS) implementations has shown significant benefits, with at least 40% lower costs compared to traditional implementations, and run costs ranging between USD 1 to USD 2 per meter per month.
The combination of IoT and cloud solutions has transformed customer service management capabilities by enabling the connection of smart products, smart devices, and smart people to provide a seamless experience. These technological advancements have made it possible to arm front-line customer service departments with real-time product and field data, accelerating problem resolution and enhancing customer satisfaction. The integration of smart meters with communication solutions such as SCADA and GIS has revolutionized utility management, addressing challenges related to billing accuracy and resource management. This technological convergence has enabled utilities to implement preemptive service capabilities that can anticipate customer issues and needs, leading to faster resolution and lower operational costs while maintaining a highly personalized service approach.
Segment Analysis: By Deployment
Cloud Segment in Customer Information System Market
The customer information system cloud segment has emerged as the dominant force in the customer information system market, commanding approximately 63% of the market share in 2024. This substantial market position can be attributed to the increasing adoption of cloud-based customer information systems by businesses seeking to reduce maintenance costs and application ownership while enhancing customer operations, corporate processes, and meter data management. Cloud solutions are particularly attractive as they offer enhanced flexibility, accessibility, and real-time data synchronization capabilities. The segment's growth is further fueled by the rising demand for automated billing processes, integrated customer service operations, and the need for seamless data backup and recovery systems. Additionally, cloud-based CIS solutions require minimal IT infrastructure investment, allowing business owners to allocate resources more efficiently while ensuring robust data security through regular automated backups.

On-Premises Segment in Customer Information System Market
The on-premises segment continues to maintain a significant presence in the customer information system market, driven primarily by organizations with stringent data security requirements and specific regulatory compliance needs. This deployment model remains particularly popular among large enterprises with established IT infrastructure and those operating in highly regulated industries such as healthcare, government agencies, and financial institutions. On-premises solutions provide organizations with complete control over their customer data and system configurations, enabling them to implement customized security protocols and maintain direct oversight of their information systems. The segment's stability is reinforced by its ability to offer reliable access to customer information without dependency on internet connectivity, making it an attractive option for organizations prioritizing system availability and data sovereignty.
Segment Analysis: By Component
Solutions Segment in Customer Information System Market
The Solutions segment has established itself as the cornerstone of the customer information system market, commanding approximately 67% of the total market share in 2024. This dominant position can be attributed to the comprehensive range of applications provided by CIS solutions, including critical functionalities such as billing, order processing, payment processing, and rate design. The segment's growth is being driven by the increasing adoption of cloud-based solutions among enterprises of all sizes, from small to large businesses, as they seek to modernize their customer information management systems. Solutions providers are focusing on developing advanced features that integrate artificial intelligence and automation capabilities to enhance billing accuracy, customer service efficiency, and data management. The segment is also experiencing strong momentum due to the rising demand for digital transformation initiatives in utilities and energy sectors, where CIS solutions play a crucial role in managing millions of customer accounts and invoices each month. Furthermore, the segment is projected to maintain its leadership position with the highest growth rate of approximately 13% during the forecast period 2024-2029, driven by continuous innovation in areas such as smart metering integration, real-time analytics, and enhanced customer engagement capabilities.
Services Segment in Customer Information System Market
The Services segment plays a vital role in the customer information system market by providing essential support functions that ensure the successful implementation and operation of CIS solutions. This segment encompasses a wide range of services including implementation support, strategy development, technology planning, design and document analysis, system integration, communication planning, and optimization services. Service providers focus on helping organizations effectively adopt customer information systems through comprehensive implementation plans and ongoing support. The segment's value proposition is strengthened by its ability to provide specialized expertise in managing complex CIS deployments, ensuring data integrity during migrations, and offering continuous technical support to maintain optimal system performance. Additionally, service providers are increasingly offering cloud-based managed services and professional consulting to help utilities and enterprises maximize their CIS investments while minimizing operational disruptions.
Segment Analysis: By End User
Energy and Utility Segment in Customer Information System Market
The Energy and Utility segment dominates the customer information system market, accounting for approximately 59% of the total market share in 2024, driven by the increasing adoption of smart metering technologies and the growing need for efficient customer billing systems. This segment is also experiencing the fastest growth trajectory with a projected growth rate of around 13% during 2024-2029, primarily due to the rising global utility consumption and the integration of renewable energy sources into existing grid systems. The segment's prominence is further strengthened by utilities' increasing focus on digital transformation initiatives, deployment of advanced metering infrastructure, and the need for enhanced customer engagement platforms. Modern utility CIS solutions are enabling energy providers to manage complex billing structures, support multiple commodities, and deliver personalized customer experiences while ensuring regulatory compliance. The integration of cloud technologies and IoT capabilities within CIS solutions is particularly driving adoption in this segment, as utilities seek to improve operational efficiency and customer satisfaction through real-time data analytics and automated workflow management.
Water and Wastewater Management Segment in Customer Information System Market
The Water and Wastewater Management segment represents a significant portion of the customer information system market, driven by the increasing need for efficient water utility management and billing solutions. This segment is experiencing substantial growth as water utilities worldwide are implementing smart metering technologies and advanced customer information systems to improve billing accuracy and reduce revenue losses. The segment's growth is supported by increasing environmental concerns, regulatory requirements for water conservation, and the need for transparent customer billing practices. Water utilities are increasingly adopting CIS solutions to manage complex rate structures, handle customer service requests efficiently, and provide detailed consumption data to customers. The integration of advanced analytics capabilities within CIS solutions is enabling water utilities to detect leaks, manage water consumption patterns, and implement more effective conservation programs. Additionally, the growing focus on smart city initiatives and sustainable water management practices is further driving the adoption of sophisticated CIS solutions in this segment.
Remaining Segments in Customer Information System Market
The Other End Users segment in the customer information system market encompasses various industries and utilities that require robust customer information management capabilities. This segment includes organizations such as gas utilities, waste management companies, and other service providers that need to manage customer records management, billing operations, and service delivery efficiently. These industries are increasingly recognizing the value of integrated CIS solutions in streamlining their operations and improving customer engagement. The segment is characterized by the growing adoption of digital transformation initiatives and the need for modernizing legacy billing systems. Organizations in this segment are particularly focused on implementing solutions that can handle multiple service types, complex billing scenarios, and diverse customer needs while ensuring seamless integration with existing enterprise systems. The adoption of cloud-based CIS solutions is particularly notable in this segment, as organizations seek flexible and scalable solutions to meet their evolving business requirements.
Customer Information System Market Geography Segment Analysis
Customer Information System Market in North America
North America continues to maintain its dominant position in the global customer information system market, holding approximately 37% of the market share in 2024. The region's leadership is primarily driven by its strong foothold of major vendors, including IBM Corporation, Oracle Corporation, and SAP SE. The United States plays a particularly crucial role in driving regional demand, especially from the oil and gas, refining, and power generation segments. The region's growth is further supported by the widespread adoption of utility management and smart metering technologies to address dynamic requirements for an improved customer billing experience. The integration of cloud infrastructures and mobile connectivity has enabled more sophisticated customer service strategies, allowing front-line departments to be equipped with real-time product and field data. The region's market is also characterized by the increasing adoption of CIS as a Service (CaaS), which offers significant advantages in terms of cost efficiency and operational flexibility. The strong focus on innovations through R&D and technology advancement in developed economies continues to drive market expansion in the region.

Customer Information System Market in Europe
Europe represents a significant market for customer information systems, demonstrating robust growth with approximately 10% CAGR from 2019 to 2024. The United Kingdom, Germany, France, and Spain are the key countries driving regional market growth. The region's market is characterized by increasing environmental concerns and favorable government policies supporting digital transformation initiatives. European utilities are increasingly focusing on modernizing their customer operations through advanced CIS solutions that combine billing, customer care, and uniform metering with the advantages of a common database and technological stack. The market is witnessing a significant shift towards cloud-based solutions, with many vendors developing mobile applications to offer energy insights and enhanced customer engagement. The region's strong emphasis on data privacy and security regulations has led to the development of more sophisticated and compliant CIS solutions. The integration of renewable energy sources and smart grid technologies has created new opportunities for CIS providers to develop more advanced and flexible solutions.
Customer Information System Market in Asia Pacific
The Asia Pacific region is emerging as a high-growth market for customer information systems, with a projected CAGR of approximately 14% from 2024 to 2029. The market dynamics in this region are shaped by rapid urbanization, population growth, and increasing investments in utility infrastructure modernization. China and India are the primary growth drivers, with both countries making significant investments in smart grid technologies and digital transformation initiatives. The region is witnessing a notable shift from legacy systems to advanced CIS solutions, particularly in the electricity and power supply sectors. The increasing adoption of smart meters and advanced metering infrastructure is creating new opportunities for CIS solution providers. The market is also benefiting from various government initiatives promoting digital transformation and smart city development. The region's utilities are increasingly focusing on improving customer experience through automated billing processes and enhanced customer engagement platforms. The growing emphasis on reducing transmission and distribution losses is driving the adoption of sophisticated CIS solutions.
Customer Information System Market in Latin America
The Latin American market for customer information systems is experiencing steady growth, driven by the increasing need to modernize aging power grid infrastructure and enhance customer service capabilities. The region's utilities are focusing on implementing advanced and automated systems to optimize their billing capabilities, manage distribution networks in real-time, and provide consumers with enhanced data accessibility. The market is characterized by growing investments in smart city projects and digital transformation initiatives across major economies. Governments across the region are allocating budgets to modernize existing cities and establish new smart city projects to improve the overall economy. The support from governments is also driving the adoption of technologies supporting the operations of smart grids and systems. The region's utilities are increasingly recognizing the importance of digital engagement channels and customer self-service platforms to improve operational efficiency and customer satisfaction.
Customer Information System Market in Middle East & Africa
The Middle East and Africa region presents unique opportunities for customer information system providers, driven by the increasing focus on energy conservation and expanding deployment of smart grid technologies. The Middle Eastern region, largely an oil-based economy, is witnessing significant investments in commercial, residential, and industrial projects that require energy-efficient and accurate meter solutions. Government initiatives and policies connected with smart meter deployment are creating favorable conditions for market growth. In Africa, the market is driven by the growing need to improve utility infrastructure and reduce non-technical losses. The region is witnessing increasing adoption of smart metering solutions, particularly in urban areas. The market is also benefiting from various digital transformation initiatives aimed at improving utility operations and customer service delivery. The integration of renewable energy sources and the need for efficient billing systems are creating new opportunities for CIS solution providers in the region.
Customer Information System (CIS) Industry Overview
Top Companies in Customer Information System Market
The Customer Information System (CIS) market features prominent technology leaders like Oracle, IBM, SAP, and Wipro, alongside specialized utility-focused vendors such as Fluentgrid, Cayenta, and Itineris. These companies are driving innovation through cloud-native solutions, AI integration, and advanced analytics capabilities in their CIS offerings. Strategic focus areas include developing market share models for CIS, enhancing meter-to-cash capabilities, and building comprehensive customer engagement platforms. Companies are expanding their geographical footprint through partnerships with local utilities and municipalities while also investing in R&D to incorporate emerging technologies like IoT and blockchain. The competitive landscape is characterized by continuous product enhancement cycles, with vendors adding features like predictive analytics, omnichannel engagement capabilities, and automated workflow management to differentiate their offerings.
Market Dominated by Global Tech Giants
The Customer Information System market exhibits a moderate level of consolidation, with global technology conglomerates holding significant market share through their established enterprise software portfolios and deep integration capabilities. These major players leverage their extensive partner networks, comprehensive service offerings, and strong financial resources to maintain their competitive positions. Regional specialists and utility-focused vendors compete by offering deep domain expertise, specialized features for specific utility segments, and more flexible deployment options tailored to local market needs.
The market is witnessing strategic consolidation through mergers and acquisitions, as larger players seek to enhance their technological capabilities and expand their geographic presence. Companies are particularly focused on acquiring specialized vendors with strong utility industry expertise or innovative technology solutions. This trend is complemented by strategic partnerships between technology providers and utility companies, creating integrated solution ecosystems that combine industry expertise with advanced technological capabilities.
Innovation and Integration Drive Market Success
Success in the Customer Information System market increasingly depends on vendors' ability to deliver comprehensive, integrated solutions that address the evolving needs of utility companies while ensuring seamless integration with existing infrastructure. Incumbent players are focusing on developing cloud-native solutions, enhancing data analytics capabilities, and providing flexible deployment options to maintain their market positions. The ability to offer solutions that support multiple utility services, enable digital transformation, and provide advanced customer engagement features has become crucial for maintaining competitive advantage.
Market contenders can gain ground by focusing on niche market segments, developing specialized features for specific utility types, and offering more flexible pricing models. The increasing emphasis on data privacy and security regulations presents both challenges and opportunities for vendors to differentiate their offerings. Success also depends on the ability to address the growing demand for self-service capabilities, mobile solutions, and real-time data access while maintaining compliance with evolving regulatory requirements. Vendors must balance the need for innovation with the utility industry's requirements for reliability, security, and regulatory compliance. Additionally, the CRM industry is closely linked with the Customer Information System market, as both sectors focus on enhancing customer engagement and experience.
Customer Information System (CIS) Market Leaders
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Oracle Corporation
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IBM Corporation
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SAP SE
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Gentrack Group Limited
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Itineris NV
- *Disclaimer: Major Players sorted in no particular order

Customer Information System (CIS) Market News
- January 2023: NorthStar Utilities Solutions, a Harris Computer Systems business, and Util-Assist Inc. collaborated to deliver utilities-managed billing services powered by the NorthStar Customer Information System. Under the terms of the contract, Util-Assist would become a member of the NorthStar business partner network for clients searching for a business process outsourcing solution, notably in the areas of hosted billing and customer care assistance.
- November 2022: UK LendTech DivideBuy partnered with Salesforce, a cloud-based customer relationship management platform, to offer quick onboarding for its partners and merchants. The DivideBuy merchants would have the chance to invite their own partners to join DivideBuy and receive access to mass rapid onboarding, enabling them to provide POS finance solutions to broader customer bases right away.
Customer Information System (CIS) Market Report - Table of Contents
1. INTRODUCTION
- 1.1 Study Assumptions and Market Definition
- 1.2 Scope of the Study
2. RESEARCH METHODOLOGY
3. EXECUTIVE SUMMARY
4. MARKET INSIGHTS
- 4.1 Market Overview
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4.2 Industry Attractiveness - Porter's Five Forces Analysis
- 4.2.1 Bargaining Power of Suppliers
- 4.2.2 Bargaining Power of Buyers
- 4.2.3 Threat of New Entrants
- 4.2.4 Threat of Substitutes
- 4.2.5 Intensity of Competitive Rivalry
- 4.3 Assessment of the Impact of COVID-19 on the Industry
5. MARKET DYNAMICS
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5.1 Market Drivers
- 5.1.1 Growing Global Utility Consumption
- 5.1.2 Emerging Cloud and IoT Technologies
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5.2 Market Challenges
- 5.2.1 Stringent Government Data Regulations
6. MARKET SEGMENTATION
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6.1 By Deployment
- 6.1.1 Cloud
- 6.1.2 On-Premises
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6.2 By Component
- 6.2.1 Solution
- 6.2.2 Services
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6.3 By End-User
- 6.3.1 End-User by CRM
- 6.3.1.1 BFSI
- 6.3.1.2 Retail
- 6.3.1.3 Telecommunications
- 6.3.2 End-User by CIS
- 6.3.2.1 Water and Wastewater Management
- 6.3.2.2 Energy and Utility
- 6.3.2.3 Other End-Users
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6.4 By Region
- 6.4.1 North America
- 6.4.2 Europe
- 6.4.3 Asia Pacific
- 6.4.4 Latin America
- 6.4.5 Middle East and Africa
7. COMPETITIVE LANDSCAPE
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7.1 Company Profiles
- 7.1.1 Oracle Corporation
- 7.1.2 Fluentgrid Limited
- 7.1.3 IBM Corporation
- 7.1.4 Wipro Limited
- 7.1.5 Cayenta CIS
- 7.1.6 Gentrack Group Limited
- 7.1.7 SAP SE
- 7.1.8 Itineris NV
- 7.1.9 Hydro Comp Enterprises Ltd
- 7.1.10 Open International LLC
- *List Not Exhaustive
8. INVESTMENT ANALYSIS
9. FUTURE OUTLOOK
Customer Information System (CIS) Industry Segmentation
The Customer Information System (CIS) is a system used by an organization to assist employees in obtaining customer information efficiently. CIS technology is helping utilities to efficiently gather and manage customer information, improve systems operations, support marketing initiatives, and provide flexible billing of services and multiple commodities.
The Customer Information System Market is segmented by Deployment (Cloud, On-Premises), Component (Solutions, Services), End-User (End User by CRM (BFSI, Retail, Telecommunication), and End User by CIS (Water and Wastewater Management, Energy and Utility)), and Geography (North America, Europe, Asia-Pacific, Latin America, and Middle & Africa). The market sizes and forecasts are provided in value (USD million) for all the above segments.
The Customer Information System (CIS) market is registering a CAGR of 12.3 % during the forecasted period.
By Deployment | Cloud | ||
On-Premises | |||
By Component | Solution | ||
Services | |||
By End-User | End-User by CRM | BFSI | |
Retail | |||
Telecommunications | |||
End-User by CIS | Water and Wastewater Management | ||
Energy and Utility | |||
Other End-Users | |||
By Region | North America | ||
Europe | |||
Asia Pacific | |||
Latin America | |||
Middle East and Africa |
Customer Information System (CIS) Market Research FAQs
How big is the Customer Information System Market?
The Customer Information System Market size is expected to reach USD 1.75 billion in 2025 and grow at a CAGR of 12.99% to reach USD 3.23 billion by 2030.
What is the current Customer Information System Market size?
In 2025, the Customer Information System Market size is expected to reach USD 1.75 billion.
Who are the key players in Customer Information System Market?
Oracle Corporation, IBM Corporation, SAP SE, Gentrack Group Limited and Itineris NV are the major companies operating in the Customer Information System Market.
Which is the fastest growing region in Customer Information System Market?
Asia Pacific is estimated to grow at the highest CAGR over the forecast period (2025-2030).
Which region has the biggest share in Customer Information System Market?
In 2025, the North America accounts for the largest market share in Customer Information System Market.
What years does this Customer Information System Market cover, and what was the market size in 2024?
In 2024, the Customer Information System Market size was estimated at USD 1.52 billion. The report covers the Customer Information System Market historical market size for years: 2019, 2020, 2021, 2022, 2023 and 2024. The report also forecasts the Customer Information System Market size for years: 2025, 2026, 2027, 2028, 2029 and 2030.
Our Best Selling Reports
Customer Information System Market Research
Mordor Intelligence provides a comprehensive analysis of the customer information system market. We leverage our extensive expertise in customer data management and customer intelligence system research. Our detailed examination covers the evolution of CIS technology alongside CRM solutions. This offers deep insights into customer experience management trends and customer data platform innovations. The analysis spans various sectors, including utility billing system implementations and customer service management solutions. This offers stakeholders a complete view of market dynamics.
The report, available as an easy-to-download PDF, provides valuable insights for businesses implementing customer identity management solutions and enterprise customer management systems. Stakeholders benefit from detailed analysis of customer master data management practices and emerging subscriber management system technologies. Our research thoroughly examines customer information management strategies, customer database system architectures, and customer engagement system developments. This enables organizations to make informed decisions about their customer profile management investments and technological adaptations in the rapidly evolving utility customer information system landscape.