19 Best CRM Software For Utilities Reviewed In 2024
Best CRM Software for Utilities Shortlist
Here's my pick of the 10 best software from the 19 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
In the utilities sector, where customer interactions and operational efficiency are paramount, a strong CRM solution is essential. However, finding the right software for your team can be a challenge, especially with so many options available on the market.
To help you get started, I used my experience in revenue operations and digital software to test and review the top CRM software solutions. My reviews explore the best options tailored for utility companies, evaluating their features, benefits, and suitability for various business needs.
Whether you’re looking to enhance customer support, optimize field service management, or gain insights through data analytics, these top CRM tools will help you achieve your goals.
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Best CRM Software for Utilities Summary
| Tools | Price | |
|---|---|---|
| Praxedo | From $39/user/month | Website |
| Neara | Pricing upon request | Website |
| BE-terna Utilities Customer Engagement | Pricing upon request | Website |
| Sew | Pricing upon request | Website |
| EDAMS CRM | Pricing upon request | Website |
| Corcava | From $9/user/month | Website |
| Lime CRM | From $71.07/user/month (min 10 users) | Website |
| Apptivo | From $20/user/month | Website |
| ServicePRO | From $22/agent license/month (billed annually) | Website |
| Itineris | Pricing upon request | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareHow to Choose CRM Software for Utilities
As you work through your own unique software selection process, keep the following points in mind:
- Integration Capabilities: Ensure the CRM software can integrate with your existing systems, such as billing, customer service, and asset management systems.
- Scalability and Flexibility: Choose a CRM that can grow with your business and adapt to changing needs. Utility businesses often face fluctuating customer bases and regulatory requirements, so a scalable CRM can help manage these changes without requiring a complete system overhaul.
- Customer Service Management: Look for features that enhance customer service, such as automated ticketing, real-time communication channels, and self-service portals. For instance, a CRM with strong customer service tools can help a utility company quickly address outages and service requests, improving customer satisfaction.
- Data Security and Compliance: Ensure the CRM software complies with industry regulations and has strong data security measures. Your business handles sensitive customer information, so it's important to choose a CRM that protects this data and complies with regulations like GDPR or CCPA.
- User-Friendly Interface: Select a CRM with an intuitive and easy-to-use interface to ensure high adoption rates among employees. A user-friendly CRM can reduce training time and increase productivity, allowing utility staff to focus on delivering excellent customer service.
Best CRM Software for Utilities Reviews
This section provides an in-depth analysis and overview of various CRM software for utilities. Below, I will walk through each tool’s pros and cons, features, and best use cases to help you make an informed decision.
Praxedo offers an advanced field service management solution tailored for the energy and utilities sector. It excels in optimizing scheduling, tracking technician performance, and managing complex service calls efficiently.
Why I picked Praxedo: Praxedo’s SmartScheduler module and real-time tracking features make it stand out from other CRM software. The software’s ability to handle high volumes of complex service calls and optimize technician routes makes it the best CRM solution for field service management.
Standout features & integrations:
Features include advanced scheduling, real-time technician tracking, and automated dispatch. Praxedo also offers offline mode and real-time syncing for field technicians, ensuring they have up-to-date schedules and work order histories.
Integrations include Salesforce, Microsoft Dynamics, SAP, Oracle, QuickBooks, Sage, ServiceNow, IBM Maximo, Google Maps, and Esri.
Pros and cons
Pros:
- Offline mode
- Real-time tracking
- Advanced scheduling
Cons:
- Limited customization options
- Potential learning curve
Neara is a physics-enabled CRM platform that builds 3D interactive models of vital infrastructure networks and assets.
Why I picked Neara: Neara is known for its unique ability to create detailed 3D models of utility networks, which sets it apart from other CRM software for utilities. This feature is particularly valuable for utilities looking to enhance their network planning and management. This focus on 3D network modeling makes it the best choice for utilities that need to visualize and simulate their infrastructure in a highly detailed and interactive manner.
Standout features & integrations:
Features include 3D network modeling, real-time scenario simulation, and risk assessment.
Integrations include Esri, SAP, IBM Maximo, Oracle, Bentley Systems, Autodesk, Microsoft Azure, Google Cloud, AWS, and Siemens.
Pros and cons
Pros:
- Comprehensive risk assessment
- Real-time simulations
- Detailed 3D modeling
Cons:
- Potentially steep learning curve
- Limited customization options
BE-terna Utilities Customer Engagement provides tailored CRM solutions and services for the energy and e-mobility industry, including ERP solutions, Dynamics 365 CRM solutions, and data analytics and AI services. They focus on streamlining sales processes, improving customer retention, and delivering a better customer experience for utilities, energy, and e-mobility providers.
Why I picked BE-terna Utilities Customer Engagement: BE-terna Utilities Customer Engagement offers modular CRM solutions, which allow utility businesses to customize their CRM systems to meet specific needs. This flexibility makes it stand out from other CRM software by offering tailored solutions that can adapt as business requirements evolve.
Standout features & integrations:
Features include a 360° customer view, sales automation, and omni-channel customer service.
Integrations include Microsoft Dynamics 365, Infor M3, Qlik, UiPath, Power BI, SAP, Oracle, Salesforce, IBM, and Google Analytics.
Pros and cons
Pros:
- Omni-channel service
- Comprehensive customer view
- Modular solutions
Cons:
- Complex setup
- Steep learning curve
Sew is a CRM software designed for energy, water, and gas providers, focusing on AI-powered customer engagement. It excels in automating and personalizing customer communications across multiple channels, making it the best for AI-powered customer engagement.
Why I picked Sew: Sew offers strong AI capabilities that set it apart from other CRM software for utilities. Its focus on AI-powered customer engagement allows utilities to automate and personalize communications effectively. This makes it particularly strong in understanding customer needs and improving service delivery.
Standout features & integrations:
Features include AI-powered behavioral insights, personalized marketing campaigns, and intuitive dashboards for performance tracking.
Integrations include Salesforce, SAP, Oracle, Microsoft Dynamics, Google Analytics, AWS, Azure, IBM Watson, Twilio, and Mailchimp.
Pros and cons
Pros:
- Intuitive dashboards
- Personalized campaigns
- AI-powered insights
Cons:
- Occasional software glitches during peak periods
- Limited customization options
EDAMS CRM is designed to cater to the unique requirements of utility services providers and municipalities. It offers functionalities for revenue management, meter management, customer services, and commercial planning.
Why I picked EDAMS CRM: EDAMS CRM provides users with an advanced approach to utility billing and metering. It stands out due to its extensive functionalities tailored specifically for utility services providers and municipalities. Additionally, the software integrates revenue management, meter management, and customer services into a single platform, ensuring accurate and efficient operations.
Standout features & integrations:
Features include consolidated and accurate billing, metering, revenue and debt management, commercial planning, and advanced customer services.
Integrations include SAP, Oracle, Microsoft Dynamics, Salesforce, QuickBooks, Sage, IBM Maximo, Esri ArcGIS, Google Maps, and Amazon Web Services.
Pros and cons
Pros:
- Robust database structure
- Advanced customer services
- Comprehensive billing system
Cons:
- Complex setup process
- Limited mobile app functionality
Corcava is a CRM software solution designed for utility and energy companies to enhance customer relationships.
Why I picked Corcava: Corcava offers strong automation capabilities that streamline customer service processes. Compared to other CRM software, Corcava stands out with its focus on automating routine tasks and providing real-time insights, making it ideal for utility companies looking to improve customer service efficiency.
Standout features & integrations:
Features include self-service portals, outage notifications, and KPI tracking.
Integrations include Shopify, WordPress, and Telegram.
Pros and cons
Pros:
- KPI tracking
- Outage notifications
- Self-service portals
Cons:
- No mobile app
- Limited customization options
Lime CRM is a customer relationship management solution tailored for the utilities industry. Its advanced features support the entire customer journey, making it highly adaptable to various industry needs.
Why I picked Lime CRM: Lime CRM provides users with advanced industry-specific features that make it stand out from other CRM software. Its ability to provide a complete customer journey solution, from lead generation to customer service, helps teams improve decision-making, reduce costs, and build long-term customer relationships.
Standout features & integrations:
Features include a complete customer overview, actionable insights, and smart workflows. It also offers ERP integration, sales forecasting, and marketing automation.
Integrations include Microsoft Office, Outlook, Gmail, Zapier, Mailchimp, Slack, Google Calendar, Microsoft Teams, LinkedIn, and Dropbox.
Pros and cons
Pros:
- Flexible and scalable
- Comprehensive customer journey support
- Industry-specific features
Cons:
- Limited customization options
- Minimum 10 users
Apptivo is a strong CRM solution specifically designed for utility and energy businesses, providing features such as work order pipeline management, customer relationship management, and integration with other platforms. The software aims to address the challenges of managing customer data, retaining customers, and project management in the utilities industry.
Why I picked Apptivo: Apptivo provides users with advanced project management capabilities, which are vital for utility companies managing complex workflows. The software stands out due to its integrated project management features that streamline utility permitting, planning, service installation, and repair orders. With both of these benefits, Apptivo is the best choice for integrated project management in the utilities sector.
Standout features & integrations:
Features include customizable project management workflows, a 360° customer view, and an all-in-one solution for managing work orders, projects, customers, finances, and inventory.
Integrations include GSuite, Microsoft Office 365, Dropbox, Slack, QuickBooks, PayPal, Stripe, RingCentral, and Microsoft Teams.
Pros and cons
Pros:
- 360-degree customer view
- Comprehensive project management
- Customizable workflows
Cons:
- Complex initial setup
- Limited offline access
ServicePRO is a service desk automation software designed to streamline service request management and improve operational efficiency. It offers strong rule-based automation features that help in auto-routing emails, escalating requests, and monitoring service level agreements.
Why I picked ServicePRO: ServicePRO provides advanced automation capabilities that stand out in the realm of service desk management. Unlike other CRM software, ServicePRO excels in automating repetitive tasks, which significantly reduces manual effort and enhances productivity.
Standout features & integrations:
Features include a rule engine for automating service desk tasks, customizable forms for dynamic data capture, and AI-based chatbot integration for real-time customer support.
Integrations include Salesforce, Jira Software Cloud, Google Sheets, Gmail, Mailchimp, HubSpot, Google Forms, Asana, LinkedIn Ads, and QuickBooks Online.
Pros and cons
Pros:
- AI chatbot integration
- Customizable forms
- Extensive automation features
Cons:
- Limited native integrations
- Higher starting price
Itineris is a customer relationship management (CRM) and enterprise resource planning (ERP) software. It helps utility companies streamline their operations, improve customer interactions, and manage resources efficiently through its advanced suite of tools and features.
Why I picked Itineris: Itineris provides strong integration with utility-specific ERP systems, which sets it apart from other CRM solutions. Its UMAX platform, built on Microsoft Dynamics 365, offers a large suite of tools tailored for utility businesses, as well as data analytics and reporting features to help companies improve customer service and operational efficiency.
Standout features & integrations:
Features include customer management, billing integration, operations management, robust analytics, reporting tools, customer service enhancement, operational efficiency, tailored utility solutions, data insights, and field service management.
Integrations include Microsoft Power BI, Azure Data Lake, Microsoft Power Apps, Opinum Data Hub, and other internal or external applications through standard APIs.
Pros and cons
Pros:
- Omni-channel customer insights
- Strong Microsoft integration
- Comprehensive utility-specific features
Cons:
- Complex setup process
- Steep learning curve
Other CRM Software for Utilities
Below is a list of additional CRM software for utilities that I shortlisted. While they didn’t make the top 10, they’re still valuable and worth further research.
- Inventia
For smart meter data analysis
- ClickUp
For customizable workflows
- NetSuite
For financial management features
- Zoho CRM
For customization options
- monday.com
For project management integration
- BuildOps
For operations management
- Salesforce Financial Services Cloud
For scalability for large enterprises
- EnergyCAP
For energy tracking and reporting
- Scoop
For field service management
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CRM Software for Utilities Selection Criteria
The criteria for choosing a CRM software for utilities should directly address buyer needs and common pain points, ensuring that the software serves its intended purpose effectively. As an expert who has personally tried and researched these tools, here are the requirements I use when evaluating software:
Core Functionality: 25% of total weighting score
- Customer data management
- Service request tracking
- Integration with billing systems
- Communication history logging
- Reporting and analytics
Additional Standout Features: 25% of total weighting score
- AI-driven customer insights
- Predictive maintenance scheduling
- Advanced mobile app capabilities
- Real-time data synchronization
- Customizable dashboards
Usability: 10% of total weighting score
- Intuitive interface design
- Drag-and-drop scheduling
- Easy navigation
- Minimal learning curve
- Responsive design for mobile and desktop
Onboarding: 10% of total weighting score
- Availability of training videos
- Interactive product tours
- Pre-built templates
- Chatbots for instant help
- Webinars for in-depth training
Customer Support: 10% of total weighting score
- 24/7 support availability
- Multi-channel support (phone, email, chat)
- Dedicated account managers
- Comprehensive knowledge base
- Fast response times
Value For Money: 10% of total weighting score
- Competitive pricing
- Flexible subscription plans
- Transparent pricing structure
- Discounts for long-term commitments
- ROI potential
Customer Reviews: 10% of total weighting score
- Overall satisfaction ratings
- Feedback on ease of use
- Comments on customer support quality
- Insights on feature effectiveness
- User testimonials on ROI
Trends in CRM Software for Utilities
Here are some trends I’ve noticed for CRM software for utilities, plus what they might mean for the future. I sourced countless product updates, press releases, and release logs to tease out the most important insights.
- AI-Driven Customer Insights: AI is being used to analyze customer data for better service. This trend helps utilities predict customer needs and improve satisfaction. It's important because it enhances decision-making.
- Integration with IoT Devices: CRM systems are integrating with IoT devices to monitor utility usage. This allows for real-time data collection and more accurate billing. It's interesting as it also bridges the gap between physical and digital data.
- Enhanced Mobile Access: Mobile access to CRM systems is becoming stronger, allowing field workers to access customer data and update records on the go. This trend is valuable for improving operational efficiency.
- Personalized Customer Experiences: CRM software is focusing on delivering personalized experiences. By leveraging data analytics, utilities can offer tailored services to individual customers. This is important for increasing customer loyalty.
- Cloud-Based Solutions: More utilities are adopting cloud-based CRM solutions. These systems offer scalability and remote access, making them ideal for large and distributed teams. It's a significant trend for its flexibility and cost-effectiveness.
As the utility sector evolves, CRM software trends are shifting towards enhanced customer engagement, advanced data analytics, and seamless integration with IoT devices. Staying ahead of these trends is important for utility companies to remain competitive and meet the growing expectations of their customers.
What is CRM Software for Utilities?
Customer relationship management (CRM) software is a technology and strategy designed to manage and analyze interactions with current and potential customers.
When developed for the utilities sector, CRM software helps manage customer interactions, streamline billing and service operations, and optimize resource management, ultimately enhancing customer satisfaction and operational efficiency. This tailored solution integrates data analytics, field service management, and customer support functionalities to meet the specific demands of the utility sector.
Features of CRM Software for Utilities
CRM software for utilities comes equipped with a range of features designed to enhance customer relationship management and streamline operational processes. Here are the most important features to look for when shopping for your next CRM:
- Customer Portals: Customer portals allow customers to access their accounts, view bills, and manage payment preferences at any time. This feature is important for providing flexibility and convenience to customers, enhancing their overall experience.
- Automation Capabilities: Automation capabilities help in automating routine tasks, processes, and approvals. This saves significant time for employees, allowing them to focus on more vital tasks and improving overall efficiency.
- Business Tool Integrations: Integrating CRM with other business tools reduces the need to switch between multiple applications. This integration provides an advanced overview of operations and customer satisfaction, streamlining workflows and improving productivity.
- Project Management: Project management features help in tracking the performance of service technicians and managing projects efficiently. This ensures timely completion of tasks and reduces downtime, which is vital for maintaining service reliability.
- Analytics and Metrics: Analytics and metrics capabilities allow utilities to track and manage KPIs. This data is essential for making informed decisions, improving service delivery, and enhancing customer satisfaction.
- Mobile Accessibility: Mobile accessibility ensures that field technicians and customer service representatives can access and update information on the go. This feature enhances productivity and allows for real-time communication, leading to better service delivery.
- Data Security and Privacy: Ensuring the security and privacy of customer information is paramount. CRM software should comply with relevant regulations and provide robust security features to protect sensitive data.
- Customer Insights and Feedback: CRM systems should provide insights into customer behavior patterns, preferences, and feedback. This information is important for tailoring services and communication strategies to meet customer expectations.
- Workflow Automation: Workflow automation helps in streamlining processes and reducing the risk of errors. By automating manual tasks, utilities can save time and allocate resources more efficiently.
- Scalability: The CRM system should be scalable to accommodate the growing needs of the utility company. This ensures that the system can adapt to changes in customer base and industry dynamics, supporting long-term growth and innovation.
CRM software for utilities should offer features that enhance customer interactions, streamline operations, and provide valuable insights for decision-making. By choosing a CRM with these capabilities, utility companies can improve customer satisfaction, reduce operational costs, and achieve greater efficiency.
Benefits of CRM Software for Utilities
CRM software has become an essential tool for utility businesses, helping them manage customer interactions, streamline operations, and improve service delivery. Along with these benefits, CRMs offer additional perks, including:
- Enhanced Customer Service: CRM software allows utilities to track and manage customer interactions efficiently, leading to quicker resolution of issues and improved customer satisfaction.
- Improved Data Management: By centralizing customer data, CRM software helps utilities maintain accurate and up-to-date information, which can be used to make informed decisions and tailor services to customer needs.
- Increased Operational Efficiency: Automating routine tasks and workflows with CRM software reduces manual effort, minimizes errors, and frees up staff to focus on more strategic activities.
- Better Communication: CRM software facilitates better communication between utilities and their customers through various channels, ensuring timely updates and notifications about service changes or disruptions.
- Enhanced Reporting and Analytics: With strong reporting and analytics features, CRM software provides utilities with valuable insights into customer behavior and operational performance, enabling them to optimize their services and strategies.
Investing in CRM software can significantly benefit utilities by improving customer satisfaction, streamlining operations, and providing valuable insights for better decision-making. By leveraging these tools, utilities can enhance their service delivery and maintain a competitive edge in the market.
Costs & Pricing of CRM Software for Utilities
This section provides an estimate of average CRM software plans and costs for utilities. The data is based on current market research and pricing trends.
Plan Comparison Table for CRM Software for Utilities
| Plan Type | Average Price | Common Features |
| Free Plan | $0 | Basic contact management, limited users, and basic reporting |
| Personal Plan | $10 - $30/ user/month | Email integration, task management, and basic automation |
| Business Plan | $60 - $100/user/month | Advanced reporting, sales automation, customer support, and integrations |
| Enterprise Plan | $150 - $500/user/month | Customizable dashboards, advanced analytics, dedicated support, and extensive integrations |
Understanding the costs and pricing of CRM software for utilities is important for making an informed investment. By carefully evaluating these factors, utility companies can select a CRM solution that delivers both value and efficiency, ensuring a positive return on investment.
CRM Software for Utilities FAQs
Here are some commonly asked questions about CRM software for utilities:
How does CRM software help in managing field service operations for utilities?
CRM software can streamline field service operations by providing tools for scheduling, dispatching, and tracking field technicians. It can integrate with mobile devices to give field workers access to customer information, service history, and work orders while on the go. This ensures that field technicians have all the information they need to complete their tasks efficiently and can update the system in real-time, improving communication and reducing the time required to resolve service issues.
What are the data security measures in place for CRM software used by utilities?
Data security is a critical concern for utilities, and CRM software typically includes several measures to protect sensitive information. These measures may include encryption of data both in transit and at rest, multi-factor authentication, and regular security audits. Additionally, CRM vendors often comply with industry standards and regulations such as GDPR or CCPA to ensure that customer data is handled securely and responsibly.
Can CRM software support multi-channel customer interactions for utilities?
Yes, modern CRM software supports multi-channel customer interactions, allowing utilities to engage with customers through various channels such as phone, email, social media, and live chat. This multi-channel approach ensures that customers can reach out through their preferred method of communication, and all interactions are logged in a single system. This unified view helps customer service representatives provide consistent and informed responses regardless of the channel used.
How does CRM software assist in regulatory compliance for utilities?
CRM software can assist utilities in maintaining regulatory compliance by providing tools for tracking and reporting on customer interactions and service activities. It can generate reports that demonstrate compliance with service level agreements (SLAs) and other regulatory requirements. Additionally, CRM systems can automate the documentation of customer consent for data usage and communication preferences, ensuring that utilities adhere to privacy regulations.
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