For many utility leaders, the question isn’t if change is coming. It’s how fast it needs to happen.
Legacy systems that were built and implemented years ago and customized beyond the standard hold your teams back from upgrading. From customer service to billing to field operations, teams are doing their best with outdated tools, disconnected systems, and workarounds that have been passed down through the years.
But you can’t plan for the future based on an old system. Planning starts with understanding what your teams need to serve your customers better.
Why change, why now?
Utilities across America are facing a significant transition. Veteran staff members with 20 to 30 years of institutional knowledge are retiring. In their place? A new generation of employees who expect technology to be intuitive, responsive, and automated. They’ve grown up with smartphones. They don’t want to click through six different tabs or contact a colleague in a different department just to find an account status or resolve a service issue.
They expect data to be where they need it, when they need it, and so do your customers.
Customers don’t want to wait in line, sit on hold, or chase down billing details across multiple platforms. They expect to log in to a single portal on the device of their choice, receive real-time information, and resolve issues themselves when possible. Whether they’re on a phone, tablet, or desktop at 10 a.m. or 10 p.m., they expect self-service options that work seamlessly whenever and wherever they need them. And, when they do need support, they want your team to have immediate access to their history, regardless of who they talked to before or what department they’re routed through.
However, that’s nearly impossible when the customer service department and the field service department operate from siloed systems.
This Is Why Modernization Matters
A modern Customer Information System (CIS) is about building the capacity to evolve.
It’s about challenging old processes, removing unnecessary friction, and creating space for your teams to work smarter. And real change doesn’t happen just because new tools are rolled out. It occurs when people understand the purpose behind the shift, feel supported in the transition, and are invited to take ownership of the new way forward.
The SpryPoint platform helps utilities embrace change technologically and operationally. Our cloud-native platform is built with modernization in mind. With built-in best practices, simplified workflows, and intuitive design, the SpryPoint platform becomes a catalyst for real operational change.
For some utilities, modernization has sparked system updates and cultural shifts. As Denise at OWASA described it:
“We have SpryCIS, it’s wonderful. The best part about it is not only did it cause us to change and look at what we do every day—it helped us to get moving on getting those changes done, not just sitting on our laurels. And it was a really important change for us. We’ve been with the other CIS system for over 20 years, and it was time.”
That’s what successful modernization looks like. Technology becomes the catalyst for action but it’s the change management process that carries it forward. When your employees are engaged, equipped, and supported, change becomes sustainable and turns into long term improvement.
And for others, modernization opened the door to better service delivery and internal efficiency. Here’s how Arkedia at ACCGov Water Business Office put it:
“Providing efficient and responsive utility services is a top priority for our county. SpryPoint’s modern tools and expertise will help us better meet customer expectations, speed up service, and optimize internal operations.”
Digital upgrades aren’t just a tech project; they are a people project. A modern CIS helps you move beyond top-down mandates and encourages change that centers on your people by addressing their pain points and sets them up for success in their role.
Are You Ready To Embrace Change?
The utilities leading the way are rethinking how to boost operational efficiency while delivering the kind of customer experience today’s residents expect.
The good news? We can help you craft the right strategy.
Schedule a conversation with our team here.
