10 Best CRM Software for Utility Companies

Traditionally utility companies have been quite removed from their customers – apart from sending monthly bills and resolving occasional disruptions, customers have been ignored.

However, the industry trends are changing. Customers now demand high-quality service, accessible information, and on-demand support. They expect utilities to anticipate their needs, offer proactive suggestions, and outperform competitors in delivering exceptional experiences.

Meeting these demands can be challenging and requires utilities to rethink their strategies and employ new tools.

CRM software makes building long-lasting customer relationships easy. It enables utility companies to serve customers faster, personalize your communication and offers, and eliminate any delays in service.

In this article, we go through the best CRM software for utility companies and explain how to choose a CRM system and what features utility companies need to look for.

What is a CRM for Utilities?

A utility CRM (Customer Relationship Management) is a specialized software solution designed to help utility companies manage and optimize their interactions with customers across electricity, water, gas, and other essential services. Unlike generic CRM systems, utility-specific CRMs are tailored to handle the unique challenges of the utilities sector, such as meter readings, billing complexities, service interruptions, and regulatory compliance.

Such systems are an essential tool for utility companies, transforming complex service operations into efficient, personalized customer experiences that meet evolving customer expectations.

Top CRM for Utilities Overview

Benefits of Utilities CRM Software

Increased operational efficiency

A robust CRM for utilities improves operational efficiency by centralizing customer information and automating routine tasks. This enables sales processes and field service management to run seamlessly. By integrating tools that automate processes like task management and project management, these systems streamline operations, helping utility companies focus on delivering excellent customer service.

For instance, business tool integrations with billing platforms and communication systems allow customer service representatives to address queries faster. Automated workflows for processes like meter readings and billing inquiries reduce manual intervention, freeing staff to focus on valuable insights that improve the customer experience and service.

Personalized customer experience

Modern utilities CRM software delivers personalized communication by analyzing customer behavior and consolidating customer data across from multiple touchpoints. This enables personalized service with energy-saving recommendations, customized billing plans, and proactive service updates, fostering customer loyalty and improving customer satisfaction.

The inclusion of a customer portal enhances self-service options, giving current and potential customers easy access to their accounts and allowing them to engage more actively with the company.

Reduced customer churn

Comprehensive analytics in CRM systems provide actionable insights into customer behavior, helping utility providers address potential dissatisfaction in long-term customer relationships. Predictive analytics enable companies to identify at-risk customers and implement targeted retention strategies, thereby reducing churn and securing long-term customer relationships.

By using customer relationships, automating retention campaigns, and improving customer acquisition, utility providers can strengthen their customer base while enhancing engagement with potential customers.

Enforced compliance and security

Utility industries are heavily regulated, and CRM systems help you track and ensure compliance with these complex legal and regulatory requirements. Advanced security features protect sensitive customer data, while comprehensive audit trails and reporting capabilities help companies demonstrate compliance with industry standards and regulatory mandates.

Top Features of Utilities CRM Software

Selecting the right CRM involves understanding the sophisticated features that distinguish top-tier utility management platforms.

Customer 360

A comprehensive view of each customer that integrates all the customer data including:

• billing history,
• service interactions,
• communication preferences,
• field service data
• energy usage, and so on.

This holistic perspective allows your teams to quickly access customer data, understand the history of interactions, and provide informed, context-aware customer service.

Workflow automation

Intelligent systems that automatically route service requests, generate follow-up communications, and trigger specific actions based on predefined rules. This reduces manual intervention and ensures consistent, timely responses to customer needs.

AI-powered insights

Advanced artificial intelligence capabilities that can predict customer behavior, recommend personalized services, optimize energy distribution, and provide predictive maintenance insights for infrastructure.

Compliance and security

Robust security protocols including data encryption, role-based access control, and comprehensive audit logging to protect sensitive customer and operational information while ensuring regulatory compliance.

Integrations

Seamless connectivity with existing utility systems like billing platforms, meter reading technologies, customer communication channels, and enterprise resource planning (ERP) software.

Customization

Flexible configuration options allow utility companies to adapt the CRM to their specific operational requirements, service models, and regional regulatory environments.

Reporting and analytics

Advanced reporting tools that transform raw data into actionable insights, helping utility companies make strategic decisions about customer service, resource allocation, and long-term business planning.

10 Best Utilities CRM Software

Creatio

Creatio is an AI-native no-code platform for CRM and workflow automation. Its composable AI architecture enables companies to customize and create new workflows easily without any technical skills by using graphic interface, no-code components, and AI assistants.

It is an end-to-end platform that combines marketing, sales, service, and industry-specific automation in one CRM solution. Additionally, it integrates three key AI patterns into its architecture: predictive, generative, and agentic, which enables AI insights and automation across the platform.

Creatio’s Main Dashboard

Creatio is a perfect CRM platform for utilities and energy companies needing flexible CRM that can adapt to their specific processes. It was recognized in The Forrester Wave™: Customer Service Solutions, Q1 2024 and was named a sole leader in The Forrester Wave™: Low-Code Platforms For Citizen Developers, Q1 2024.

Key features:

• No-code designer that enables users to build custom applications and workflows without coding.
• Customer 360 view of a customer for a comprehensive, unified view of customer data that enables insights and decision-making.
• Sales automation tools for pipeline management, sales productivity, and AI-powered sales forecasting.
• Marketing campaign automation with AI-driven segmentation, lead management features, and email generation tools.
• Customer service automation, including automated case routing, intelligent case management, and case prioritization.
• Over 700 integrations, including seamless connections with popular ERP systems.
• Project management and collaboration tools to manage projects, tasks, and team collaboration effectively.
• Pre-configured industry-specific workflows for billing, partner relationship management, and contract management.
• Comprehensive insights into customer engagement and CRM performance to drive smarter decisions.

Pros

• An end-to-end modern CRM platform that centralizes data and processes
• Superior customization with no-code and AI
• Comprehensive AI automation is available at no additional cost

Cons

• Requires some training to fully utilize its capabilities.

Customer review rating

G2: 4.7

Capterra: 4.7

Gartner: 4.9

Pricing:

A free trial is available. Prices start at $25 for the base platforms and $15 for each of the CRM products.

Monday.com

Monday CRM is an intuitive CRM platform designed to streamline workflows and enhance team productivity across the customer journey. Its flexibility and seamless integration with the larger Monday.com Work suite of tools make it ideal for utility companies looking to scale operations efficiently without technical complexity.

Key features

• Customizable dashboards and workflows to match unique sales processes and boost team productivity.
• Integrations with Monday Work Management, Monday Service, and other tools to unify business processes beyond just sales.
• A user-friendly pipeline management dashboard with automated reminders, and customizable statuses to ensure deals are tracked and progressed effectively.
• Real-time analytics and reporting into team performance, pipeline health, and revenue projections to improve decision-making.

Pros

• Easy to set up and use.
• Highly customizable to suit unique business workflows.
• Affordable pricing.

Cons

• Lacks advanced CRM functionalities needed by enterprise-level organizations such as AI agents and sales forecasting.

Customer review rating

G2: 4.6

Capterra: 4.7

Gartner: 4.1

Pricing

Starting at $12 per user/month (billed annually), with a free trial available to test the platform before committing.

Hubspot CRM

HubSpot is a user-friendly CRM platform renowned for its powerful marketing tools, especially in inbound lead generation and personalized content creation. It offers AI-powered tools for contact management, lead segmentation, and workflow automation, making it ideal for streamlining marketing and customer support processes.

It’s particularly well-suited for manufacturers and businesses seeking an intuitive CRM with strong marketing capabilities.

Key features

• Centralized CRM automation for marketing, service and sales.
• Marketing automation tools that enable users to design, automate, and track marketing campaigns across all digital channels.
• An overview of the sales pipeline and sales automation tools to streamline all the stages from lead generation to conversion.
• Hubspot AI for intelligent task automation and data analysis.
• Real-time analytics of team performance, pipeline health, and revenue projections.

Pros

• User-friendly and intuitive design.
• Comprehensive CRM analytics.
• Free version of the CRM is available.

Cons

• The paid plans are comparatively expensive.

Customer review rating

G2: 4.6

Capterra: 4.7

Gartner: 4.1

Pricing

Starting at $12 per user/month (billed annually), with a free trial available to test the platform before committing.

Edams Billing & CRM

EDAMS Billing & CRM is a specialized platform designed for utility service providers and municipalities. It integrates key functionalities such as revenue management, meter management, customer services, and commercial planning into one seamless system.

By offering advanced billing and metering capabilities, EDAMS ensures accurate, efficient operations and streamlined workflows, making it an essential tool for optimizing revenue and enhancing customer satisfaction in the utility sector.

Key features

• Centralized billing and metering platform to manage bills from one place.
• Debt management that allows you to establish and execute complex debt management policies, handle rescheduling agreements, perform debt analysis, and generate management reports.
• Customer Web Portal for tracking bills and status of complaints autonomously.
• Field work management.
• Price / Tariff forecasting scenarios to predict and mitigate financial impacts of reduced demand and rising costs, while evaluating alternative tariff structures.

Pros

• Designed specifically for utility companies.
• Combination of CRM and ERP features.
• Offers integrations with popular business automation software.

Cons

• Complex setup process.
• Outdated design.
• Limited mobile app functionality.

Pricing

Available on request.

Zendesk

Zendesk is a comprehensive customer service-centric CRM platform that offers an advanced ticketing system, omnichannel support, and robust sales automation.

Key features:

• Advanced ticketing system including features like automated ticket routing and SLAs (Service Level Agreements).
• Self-service portals that allow businesses to create help centers where customers can find answers to common questions, reducing the burden on support teams.
• AI-driven bots assist in automating routine tasks, such as responding to FAQs and guiding customers to relevant support articles.
• Analytics and reporting and customizable dashboards that offer actionable insights.
• Integration with third-party tools including Salesforce, Shopify, and Slack.

Pros:

• User-friendly interface, simplifying ticket management and customer service tasks.
• Seamless integration with third-party tools like Jira enhances flexibility and workflow management.
• Useful analytics and filtering options for detailed live channel analysis.
• Offers preset chat flows and macros, streamlining first-level support.

Cons:

• Expensive pricing, especially for scaling businesses with multiple users or advanced feature needs.
• Separate systems for managing tickets and workflows make the admin panel cumbersome.
• Mixed reviews about customer support quality and subscription management policies.
• Restrictions on the number of steps in chatbots without options for expansion.

Customer reviews:

G2: 4.3

Capterra: 4.4

Gartner: 4.2

Pricing:

Zendesk’s pricing starts at $19 per agent per month and the vendor allows you to build your own plan based on the features and the number of users needed.

Oracle Energy and Water

Oracle Energy and Water provides integrated systems for customer care, billing, and metering to enhance customer engagement, streamline operations, and improve asset and network management.

Key features

• Integrated CRM automation platform for efficient issue resolution, personalized marketing, and omnichannel customer experiences.
• Real-time metering data management for accurate billing and operational insights.
• Asset and network management for predictive maintenance, real-time network monitoring, and outage prevention.
• Streamlined project management with risk and performance optimization.
• Field operations tools for efficient scheduling, routing, and mobile tools for enhanced service delivery.
• Advanced analytics for smarter decision-making.

Pros

• Comprehensive integrated utility management features for billing, task tracking, and vendor coordination.
• Robust backend ensures stability and flexibility for various applications.
• Customizable for diverse business needs.

Cons

• Steep learning curve and non-intuitive interface.
• High system requirements for optimal performance.

Customer review rating 

G2: 4.0

Capterra: 4.7

Gartner: 4.5

Pricing

Available on request.

ClickUp

ClickUp is a cloud-based platform known for its project management and organizational tools, offering highly customizable CRM features. Utility businesses can create tailored workflows, manage client data with custom fields, and leverage flexible collaboration tools, including templates, task assignments, and alerts, to streamline customer relationship management.

Key features

• Sales automation to streamline tasks, status updates, and priorities and close deals faster.
• Visual customizable pipeline with Kanban, List, Table, and more to manage prospects and deals efficiently.
• Custom forms and fields to qualify leads, track deals, and organize account details.
• Collaboration tools to share comments, tasks, documents, and chats for seamless teamwork.
• Task management features.

Pros

• Highly flexible with extensive customization options for workflows, task views, and properties.
• An intuitive interface.
• Works well for small and mid-sized teams.
• Generous free version that accommodates growing teams effectively.

Cons

• Users report lags, delays, and occasional loss of tasks.
• Automation setup is not user-friendly and lacks some basic capabilities.

Customer review rating

G2: 4.7

Capterra: 4.6

Gartner: 4.2

Pricing

A free version of the tool is available. The paid version starts at $10 per user/month and includes account management, email automation, and analytics.

Sage CRM

Sage CRM, developed by Sage Group, offers a robust solution tailored to small and medium-sized enterprises. It features essential CRM tools for email, sales, and marketing, alongside useful analytics and integrations.

Key features

• Sales forecasting for predicting sales pipeline, cash flow, and revenue while enabling the creation of customized "what if" scenarios for better decision-making.
• Workflow automation for repetitive tasks.
• Sage University, a customer knowledge hub with product templates, support guides, and training modules in multiple languages for self-paced learning.
• Real-time analytics of business performance.
• Sales productivity tracking.

Pros

• Easy to use, with a simple layout and intuitive interface.
• Efficient at organizing sales contacts and creating marketing campaigns.
• Reliable customer support.

Cons

• The system can be overly complex due to its age and multiple modules.
• Smaller user base compared to other modern CRM platforms.

Customer review rating

G2: 3.8

Capterra: 3.5

Gartner: 4.3

Pricing

Available on request.

Pipeliner CRM

Pipeliner CRM is a visually-driven CRM solution tailored for small to mid-sized teams. It offers a graphical approach to sales pipeline management, presenting activities and data through charts and widgets rather than traditional tables.

Pipeliner combines offline functionality with cloud-based data storage, ensuring accessibility even without an internet connection. With robust customization options and integration capabilities, it’s a compelling choice for businesses seeking an alternative to traditional CRM tools.

Key features

• Visual pipeline management with a drag-and-drop interface for tracking leads and opportunities efficiently.
• Offline access is enabled through a local client with automatic cloud syncing for seamless use without an internet connection.
• Third-party integrations connect the platform with tools like Google Apps, Dropbox, Zendesk, Shopify, and more to enhance functionality.
• Customizable dashboards allow users to visualize data with widgets and create multiple dashboards for real-time insights.
• Contact and lead management features include detailed records, tasks, newsfeeds, and file attachments for streamlined organization.
• Workflow and email integration provide custom workflows and seamless syncing with Gmail and calendars for efficient communication.
• Reporting and analytics with built-in and graphical reports to track performance and business metrics effectively.

Pros

• Clean, intuitive design with a highly visual sales pipeline.
• Offers comprehensive insights including graphical, numerical, and diagram-based reporting.
• Flexible and scalable for growing sales models; excellent value for money.

Cons

• Some users may find it initially challenging to understand or cumbersome for sales reps.

Customer review rating

G2: 4.6

Capterra: 4.6

Gartner: 4.3

Pricing

The prices start at $65 per user/month. A free trial is included.

Apptivo

Apptivo is an affordable and highly customizable CRM platform designed for small to midsize businesses. With a focus on flexibility and user-friendly design, Apptivo helps businesses streamline processes, enhance productivity, and adapt as they grow.

Key features

• Customizable workflows, including custom field conditions, triggers, and app layouts to tailor the platform to specific business needs.
• Sales management tools for handling multiple sales pipelines with built-in logic to control and streamline deal progression.
• Project and task management features with project tracking, task scheduling, and invoicing tools.
• Campaign and email marketing capabilities: mass email marketing, targeted contact lists, and fully customizable templates.
• Third-party integrations with G Suite, Office 365, Slack, QuickBooks, PayPal, and other essential tools.

Pros

• Highly adaptable to specific business needs, with customizable workflows and templates.
• Competitive pricing makes it accessible for small and midsize businesses.
• Simple interface.

Cons

• Difficulties in creating and customizing email templates, purchase orders, and packing slips.
• Limited integrations with other applications, requiring additional development work.

Try Creatio CRM Software for the Utility Sector

Adopting a customer relationship management (CRM) solution is no longer a luxury but a necessity for the utilities industry. Utilities CRM software empowers utility companies to elevate their service delivery and customer experience by streamlining operations and enabling better insights into customer behavior patterns. By leveraging advanced tools to analyze customer data and gain actionable insights, these systems help businesses manage customer relationships, foster customer engagement, and drive customer satisfaction.

Furthermore, with the integration of marketing automation and enhanced tools for customer service representatives, CRM software enables utility companies to boost customer retention through personalized interactions and targeted campaigns. As a result, utility companies not only improve their performance metrics and their operational efficiency but also achieve enhanced customer engagement, strengthening their competitive edge in a rapidly evolving market.

For those in the utilities industry, investing in a robust customer relationship management CRM solution is the key to unlocking unparalleled growth through improved customer satisfaction and building lasting relationships with customers.

Try Creatio's no-code platform for customer relationship management automation to boost customer engagement and operational efficiency, increasing customer satisfaction as a result.