Quick take: To get the benefits of the smart grid, utilities around the world will be forced to transform the way they engage with customers. And with that, says Pike Research, they will realize that "many legacy billing and CISs are technically unsuited for the emerging smart grid."

“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 Pike 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.”

The report, “Electric Utility Billing and Customer Information Systems,” also indicates customer and business process analytics will be a significant factor driving billing and CIS change.  

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Jesse Berst is the founder and chief analyst of Smart Grid News.com, the industry's oldest and largest smart grid site. A frequent keynoter at industry events in the U.S. and abroad, he also serves on advisory committees for Pacific Northwest National Laboratory and the Institute for Electric Efficiency. He often provides strategic consulting to large corporations and venture-backed startups. He is a member of the advisory boards of GridGlo and Calico Energy Services.