Digital Transformation · Utilities & Energy · Power, Gas, Water & Renewables
Solutions Metrix helps electric utilities, gas distributors, water authorities, renewable energy providers, and energy services organizations modernize how they work — from strategy through long-term success. We start with your customer experience and commercial goals, not a platform pitch, and stay with you until technology actually delivers value for your customer service, field operations, and commercial teams.
Platform-agnostic. No vendor commitment. Scoped to your workflows.
Solutions Metrix doesn't just implement software. We partner with utilities and energy organizations across the full transformation journey — from the first roadmap through adoption, optimization, and beyond.
Before any platform decision, we map your residential and commercial customer service, field operations, demand response, energy efficiency program, and B2B commercial workflows alongside your billing, outage management, and AMI system requirements. Our CRM Inception service delivers a tailored roadmap with ROI and TCO analysis — so you invest wisely and in full operational and regulatory alignment.
Every implementation is tailored to your customer base structure — residential, SMB, and large commercial and industrial — and your service delivery and compliance model. We configure CRM across Creatio, Salesforce, Dynamics, and Sugar AI built around how your customer service, field ops, and commercial teams actually work.
We connect the dots across fragmented technology stacks — billing and customer information systems, outage management systems, AMI and smart meter platforms, work management systems, asset management, SharePoint, Outlook, Teams, and Boomi iPaaS — so your CRM becomes the customer intelligence hub every department actually relies on.
We embed AI agents directly into customer service and commercial workflows — intelligent customer tier classification, automated energy efficiency program targeting, demand response enrollment propensity scoring, and natural language access to your CRM and billing data. AI that works within your regulatory compliance requirements and data privacy obligations.
Adoption is a success metric in every engagement. Role-based training, co-pilot phases, structured feedback cycles, and explicit adoption milestones ensure your customer service representatives, field technicians, and commercial account managers use what we build — from day one.
Post go-live, we remain a continuous partner. Recurring support agreements, sprint-based optimization, and customer success planning ensure your platform evolves alongside your rate structures, regulatory requirements, and energy transition priorities.
Across every utility type and regulatory model, organizations share the same core pain — fragmented customer data across billing and operational systems, reactive customer service, and no unified view of the customer relationship that enables proactive engagement, program enrollment, and commercial account growth.
Customer relationship data lives in CRM while usage history, billing status, rate classification, outage history, and service request records live in billing and customer information systems. Customer service representatives handle inquiries without complete account context; field technicians dispatch without customer relationship history; commercial account managers negotiate contracts without current usage and payment data in view.
Service complaints, billing disputes, outage-related frustrations, and escalations are handled in isolated ticketing systems with no link to the CRM customer record. Service history is invisible to the representative managing the next interaction. Repeat contacts, escalation patterns, and customers at risk of regulatory complaint are not identified until after the situation has deteriorated.
Energy efficiency programs, demand response initiatives, time-of-use rate offers, and renewable energy options are marketed through mass campaigns with no customer segmentation based on usage profiles, rate eligibility, or behavioral signals. High-potential customers are missed while resources are spent on customers with low propensity to enroll — reducing program participation rates and regulatory compliance performance.
Large commercial and industrial accounts with multiple service locations, complex rate structures, demand management agreements, and sustainability commitments exist as separate service records across billing, field operations, and account management systems. Commercial account managers navigate multi-location customers without a unified account view — unable to identify upsell, demand management, or renewable energy opportunities across the full account relationship.
Field service orders, meter reads, maintenance visits, and equipment installations are dispatched from work management systems that never connect to the CRM customer record. Customers call about a field visit and the service representative has no visibility into what was scheduled, when, or what happened. Every interaction starts from zero.
Customer experience leadership cannot see complaint volumes, resolution times, first-contact resolution rates, or program enrollment performance by segment or territory in real time. Regulatory reporting relies on manually assembled data from multiple disconnected operational systems — resource-intensive, inconsistent, and potentially unreliable under audit.
We start with a CRM Inception assessment — mapping your workflows and recommending the right path forward before any platform commitment.
Book a Free Inception CallThe platform changes based on your needs. The outcomes don't. Every engagement is designed around your customer base structure, regulatory environment, and energy transition priorities — not the other way around.
Unified customer profiles linking usage history, billing status, rate classification, service request history, outage impact records, program enrollments, field service activity, and payment behavior — synced from billing CIS, outage management, and AMI platforms. Every customer service representative and account manager sees the same complete picture, every interaction.
Service complaints, billing disputes, and outage-related contacts managed within CRM with full interaction history, resolution tracking, and escalation workflows — so every representative has complete service context before picking up the call and repeat contact patterns and regulatory complaint risk are identified before they escalate.
AI agents analyse usage profiles, rate eligibility, behavioral signals, and demographic data to identify and prioritize customers most likely to enroll in energy efficiency programs, demand response initiatives, time-of-use rates, and renewable energy offerings — converting mass campaigns into targeted, data-driven outreach that improves participation rates and regulatory compliance performance.
Unified C&I account profiles linking all service locations, demand profiles, rate structure complexity, demand management agreements, sustainability commitments, and commercial relationship history — so account managers identify upsell, demand management, and renewable energy opportunities across the full account, not just individual service points.
Field service orders, meter reads, maintenance visits, and equipment installation activity linked to the CRM customer record in real time — so customer service representatives see what was scheduled and what happened before every call, and field technicians see customer relationship context before every site visit.
Real-time complaint volumes, resolution times, first-contact resolution rates, program enrollment rates by segment and territory, demand response participation, C&I account health, and regulatory compliance indicators — accessible to customer experience and commercial leadership on demand, ready for regulatory reporting without manual assembly.
Renewable energy program pipelines, EV charging incentive enrollment, solar interconnection request tracking, and green tariff subscription management within CRM — so utility teams manage the growing complexity of energy transition customer programs as a structured commercial workflow rather than a collection of ad hoc processes.
Bidirectional sync between CRM and your billing and customer information system, outage management system, and advanced metering infrastructure platform — usage data, billing status, outage history, and smart meter signals always current in the CRM customer record. API and SFTP integration models supported across all major utility technology platforms.
Solutions Metrix doesn't sell platforms — we implement whichever one fits your organization best. Our CRM Inception process identifies the right technology before any commitment is made.
No-code workflow engine with fast, flexible configuration. Ideal for municipal utilities, regional energy providers, and water authorities needing rapid iteration on customer service, field operations alignment, and program enrollment workflows without heavy IT dependency.
Deepest energy and utilities ecosystem with purpose-built customer engagement, commercial account management, and field service modules. Ideal for large investor-owned utilities and energy companies with complex multi-segment customer bases, enterprise commercial account management, and sophisticated program analytics requirements.
Native Teams, Outlook, SharePoint, Azure, and Power BI integration. The natural fit for utilities and energy organizations already operating in the Microsoft 365 ecosystem with existing Power Platform or Azure investments across customer service, operations, and back-office functions.
Flexible, cost-effective, strong automation. The right choice for cooperative utilities, community energy providers, and independent energy retailers that need a powerful customer and commercial management platform without enterprise licensing costs.
Most technology partners disappear after deployment. Solutions Metrix is built for long-term partnerships — with structured phases from first discovery through ongoing optimization, and adoption as a measured outcome at every step.
Discovery workshops, ROI & TCO analysis, RASCI and RAID setup, and a tailored roadmap — all before any platform decision, with CIS/billing integration requirements, outage management system connections, AMI data architecture, and regulatory compliance obligations mapped from the start.
Collaborative process mapping with your customer service, commercial accounts, field operations, demand management, energy efficiency programs, and IT teams. Implementation shaped by your customer segment structure, regulatory environment, and energy transition program portfolio — not a generic B2B CRM template.
Iterative build cycles with bi-weekly demo gates and transparent sprint reporting. Typically 20+ sprints for a full production rollout including CIS, OMS, AMI, and field work management integrations.
Structured user acceptance testing with CIS data integrity and billing synchronization validated before production cutover, dedicated hypercare support, and phased soft and full go-live milestones — designed to protect service continuity for regulated customer operations.
Role-based training for customer service representatives, commercial account managers, field technicians, program managers, and admins. Co-pilot phases and feedback cycles. We measure success by adoption rates and customer satisfaction, program enrollment, and commercial account outcomes, not deployment date.
A significant part of Solutions Metrix's value is connecting the dots across fragmented utility technology stacks — so your CRM becomes the customer intelligence hub every department actually relies on.
Bidirectional sync — usage history, billing status, rate classification, payment behavior, and account financial data current in CRM in real time. API + SFTP models supported across major utility CIS platforms.
Outage event data, estimated restoration times, affected premise counts, and restoration confirmations linked to CRM customer records — so customer service representatives have current outage context before every affected customer call.
Usage interval data, demand peaks, power quality events, and meter status signals from AMI platforms synchronized to CRM customer profiles — powering program enrollment targeting, demand management, and proactive customer outreach.
Field service orders, meter reads, maintenance visits, and installation activity linked to CRM customer records — giving customer service teams current field context and field technicians current customer relationship context before every site visit.
Integration platform layer connecting CIS, OMS, AMI, work management, asset management, and any utility technology platform to your CRM ecosystem.
Enterprise single sign-on with role-based access controls for customer service representatives, commercial account managers, field technicians, program managers, and admins — with customer segment and territory data visibility rules aligned to your organization structure.
Data migration and transformation for consolidating legacy CRM, CIS customer master data, and historical service and program enrollment records into your new platform.
Real-time dashboards with complaint volumes, resolution times, first-contact resolution rates, program enrollment by segment, demand response participation, C&I account health, and regulatory compliance indicators.
Solutions Metrix gave our customer service and commercial teams a unified view of every account across billing, outage, and program history for the first time. Our representatives handle outage calls with full context, our commercial account managers see the complete C&I relationship across all service locations, and our energy efficiency program enrollment rates improved significantly in the first year.
Plain-language definitions of the technologies and processes Solutions Metrix implements for electric utilities, gas distributors, water authorities, renewable energy providers, and energy services organizations.
CRM Inception is available to utilities and energy organizations regardless of whether they ultimately implement with Solutions Metrix.
Solutions Metrix designs CIS-CRM integrations as the foundational architectural component of every utility CRM programme — the capability that makes proactive customer service, targeted program enrollment, and commercial account growth possible.
Solutions Metrix configures program enrollment workflows and targeting models to match each utility's specific regulatory performance targets, customer segment structure, and program portfolio.
Platform-agnostic partners prioritize client outcomes over vendor incentives.
In utilities and energy, customer service representative and commercial account manager adoption is the defining success metric — a CRM that front-line teams don't use delivers no customer experience, program enrollment, or commercial account value regardless of how well it is configured.
Solutions Metrix configures energy transition program pipelines to match each utility's specific regulatory program requirements, technology portfolio, and customer engagement strategy.
Concise, factual answers to the questions utilities and energy organizations most frequently ask Solutions Metrix.
Solutions Metrix is differentiated by three things: a platform-agnostic approach — recommending and implementing the right platform for each utility, not the one they resell; a holistic strategy mindset — starting with customer segment structure, CIS integration requirements, regulatory obligations, and energy transition priorities before any technology decision; and an obsession with user adoption — treating customer service representative and commercial account manager adoption as measured success metrics in every engagement. With 600+ projects and a 9.1 NPS score over 20+ years, the firm is built for long-term partnerships, not one-off deployments.
The best CRM for a utility or energy organization depends on its size, customer segment structure, CIS environment, regulatory requirements, and energy transition program portfolio. Creatio delivers the fastest time-to-value with flexible no-code configuration — making it a strong choice for municipal utilities, regional providers, and water authorities. Salesforce Energy & Utilities Cloud suits large investor-owned utilities with complex multi-segment customer bases and enterprise program analytics needs. Microsoft Dynamics 365 is the natural fit for Microsoft-first organizations. Sugar AI offers the best value for cooperative utilities and community energy providers. Solutions Metrix recommends the right platform through a structured CRM Inception process at no cost.
Solutions Metrix builds bidirectional integrations between CRM and billing CIS, outage management systems, and AMI platforms via REST API or SFTP, synchronizing usage history, billing status, rate classification, outage event data, and smart meter signals into the unified CRM customer record in real time. CIS, OMS, and AMI integration is scoped and architected during the CRM Inception phase — not added after go-live — as these integrations are the foundational capability that makes proactive customer service, targeted program enrollment, and commercial account management possible from day one.
Yes. Solutions Metrix configures energy efficiency and demand response program management as native CRM capabilities. AI-assisted targeting models use usage profiles, rate eligibility, AMI interval data, and behavioral signals to identify and prioritize customers most likely to enroll in each program — converting mass campaigns into targeted outreach that improves enrollment rates. The full enrollment pipeline, participation tracking, and program outcome measurement are managed within CRM, making regulatory performance reporting accessible on demand rather than requiring manual data assembly from multiple operational systems.
Yes. Solutions Metrix serves electric utilities, gas distributors, water authorities, renewable energy providers, and energy services organizations across the United States and Canada — including Los Angeles, Dallas–Fort Worth, Atlanta, Chicago, New York, Phoenix, Denver, Houston, and nationally across Canada. The firm is headquartered in Montreal, was founded in 2001, has delivered 600+ projects across North America, and holds a 9.1 NPS score. Engagements are delivered remotely and on-site depending on project phase.
