■ 英語タイトル：Customer Information System Market - Growth, Trends, COVID-19 Impact, and Forecasts (2021 - 2026)
	■ 発行会社/調査会社：Mordor Intelligence ■ 商品コード：MOR21RH122 ■ 発行日：2021年1月 ■ 調査対象地域：グローバル ■ 産業分野：サービス ■ ページ数：120 ■ レポート言語：英語 ■ レポート形式：PDF ■ 納品方式：Eメール（受注後2-3営業日）

The customer information system market is expected to grow at a CAGR of 11.9% during the forecast period (2021-2026). The customer information system is a vital constituent of the meter-to-cash value chain for energy, electric, and natural gas utilities, and the increased demand from customers to be in control of their utility billing and consumption is a significant factor driving the market growth.

- The customer information system (CIS) has become a vital component of the meter-to-cash (M2C) value chain for electric utilities and other industries that provide metered delivery of commodities such as water and natural gas. With the increasing deregulation, emphasis on the adoption of renewable energy, growing numbers of smart meters, and growing sophisticated technology, it has become critical for organizations to have a centralized view on the entire customer lifecycle which is expected to boost the growth of CIS market during the forecast period.
- The solutions offered by the customer information system include features such as billing and rating engine, 360-degree view of the customer, customer relationship management, and prebuilt integration. For instance, CIS systems offered by providers such as Oracle and SAP consist of pre-built components can be quickly configured and deployed with the assistance of System Integrators (SIs), who bring along their template-based solutions and accelerators leading to reduction in risk and implementation time, in turn resulting in lowered costs.
- However constantly changing stringent government regulations regarding utilities and data security might hamper the growth of the market. Moreover, owing to the recent virus outbreak multiple governments across the globe are increasingly limiting the movement of people primarily to slow down the spread of COVID-19, utilities and the energy sector may expect a shift in the demand for electricity. The residential consumption and demands on water infrastructure is also expected to witness an increase. CIS companies are currently increasing their focus on in-demand technologies and re exploring innovative ways to service their clients as the covid-19 crisis is creating challenges across multiple industries and is leading to a reduction in technology spending.

Key Market Trends

Water and Wastewater Management Segment is Expected to Witness Significant Growth

- The worldwide demand for water, due to the growing population, increasing urbanization, and the need to address the cost implications from maintaining aging infrastructure are among the major driving factors for growth of customer information systems in water management.
- Similarly, with the proliferation of IoT, smart cities across various regions are also expected to promote the growth of the market studied. Technological advancements pertaining to smart meters and their integration with communication solutions (SCADA, GIS, etc.) have transformed water management, to address the challenges faced by water utilities, residents, and industries, in terms of erroneous billing and water management. ​
- For instance, under the “Smart Applications via Smart Grid and Meters” initiative, the Dubai Electricity and Water Authority (DEWA) selected Honeywell to install 270,000 new smart meters across the city. The initiative contains ten programs, including AMI for electricity and water
- Customer Information System Softwares that address the meter-to-cash flow process are expected to witness growth majorly due to billing errors that happen for many different reasons. For instance, meters can be the wrong size for the usage pattern of the customer. If a 2″ meter is installed at a customer residence which only sees 5-10 gallons per minute (GPM) of water flow, the larger diameter meter is likely to dramatically under-report flow, thus the billing file data that is generated from the MDMS won’t be accurate.

North America is Expected to Hold Major Share

- North America is one of the leading adopters of CIS software and is considered to be one of the largest markets for utility and energy analytics. A higher focus on innovations mainly drives the demand in the region through R&D and technology advancement in developed economies.
- Moreover, the region has a strong foothold of vendors in the market. Some of them include IBM Corporation, Oracle Corporation, and SAP SE, among others.​ The United States plays a crucial role in increasing the demand form the region when compared to Canada. The country has increased demand, especially from oil and gas, refining, and power generation segments.​
- The governing bodies and allied associations have been actively embracing customer information systems to resolve utility issues related to operations. For instance, in 2019, the City of New York Department of Environmental Protection (NYC DEP) selected Itineris and its UMAX Customer Information System to provide the utility with a state-of-the-art platform to deliver several key initiatives for its operations and to its citizens. The NYC DEP project was instituted to provide industry-leading customer service and billing capabilities for NYC DEP’s 836,000 accounts, which includes over 9 million residents and their nearly 6,000 employees.
- Despite the available benefits due to the application of customer information systems, there have been quite a few concerns from the consumers regarding privacy (related to data collection). Factors such as these could hinder market growth in the region.

Competitive Landscape

The market for the customer information system is moderately fragmented, as few players own a major market share. The major players with a prominent share in the market are focusing on expanding their customer base across regions. These companies are leveraging strategic innovations and collaborative initiatives to increase their market share and increase their profitability.

- In November 2019, SAP SE and Accenture announced that they are co-innovating and co-developing the new SAP Cloud for utility solutions to help companies more effectively manage business processes and customer experiences. The initiative aims to elevate energy transition and customer experiences, assisting companies to adapt and thrive in changing times quickly.
- In August 2019, EnergyHub announced a collaboration with Oracle Utilities to help energy providers intelligently incorporate distributed energy resources (DERs) into their customer engagement and distribution network operations. The two companies are teaming to supercharge enrollment in bring-your-own-device (BYOD) programs, create a connected utility experience for customers, and enable utility distribution operators to integrate DERs at scale.

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