AR Innovates | CUSI: Utility Billing of the Future

President and CEO, Michael F. Guerriero (CUSI)

For over 40 years, Continental Utility Solutions Inc. has delivered innovative utility billing and customer information systems to more than 1,200 water, gas and power utilities. CUSI’s comprehensive, end-to-end solutions include utility billing, web portals, mobile service tools and real-time data access. With hundreds of integrations and modern features like online payments and streamlined communication, the Arkansas-based software company empowers utilities to enhance customer service and make data-driven decisions within a fully integrated operating environment.

What problem is your technology and/or innovation solving in your industry or within your company? Describe the challenge. CUSI develops solutions driven directly by customer feedback, ensuring software tools evolve to meet the industry’s most pressing needs. By focusing on streamlining operations, enhancing customer service and reducing costs, the company enables utilities to offer modern communication, billing and payment experiences. Its customer web portal promotes transparency and account access, while robust communication tools — email, text, print and robocalls — keep customers informed about billing or emergencies.

CUSI also prioritizes system integration, giving utilities real-time access to data and the freedom to choose the best-fit hardware and software without being locked into a rigid, all-in-one solution.

Security remains a core focus, especially in today’s global environment, in which utilities are a primary target. By hosting on Microsoft Azure, CUSI empowers utilities of all sizes to access enterprise-grade protection. In addition, the firm undergoes regular third-party software and network audits to strengthen its proactive security posture. As one of the few providers in the industry to achieve SOC 2 Type II certification, the team ensures that security is never an afterthought — it’s built into every layer of its solutions.

What’s the big idea your team came up with? CUSI has a long-standing history of innovation, evolving through four generations of utility billing and customer information systems. Its latest platform, UB4, brings modern, browser-based technology to utilities. The company is also preparing to launch its third-generation Customer Web Portal and continues to expand its offerings with new modules and integrations to meet evolving utility needs.

Today, the big idea driving CUSI forward is the strategic use of artificial intelligence to improve operational efficiency and elevate both client and customer experiences. The team is currently piloting an AI-powered technical support chatbot that delivers instant, accurate assistance — reducing resolution times while improving customer satisfaction. In parallel, CUSI is designing an AI-powered Customer Web Portal workflow agent to automate routine customer interactions and provide smarter, selfservice options. The next step: leveraging AI tools to automate internal utility billing workflows and further streamline operations.

While automation plays a growing role, CUSI remains committed to personalized service. AI is designed to complement — not replace — its award-winning technical support team. This thoughtful, ethical approach to innovation ensures that clients continue to benefit from both cutting-edge technology and meaningful human support.

What have been the results in the marketplace or within your company? Describe how the tech/innovation has disrupted industry or internal operations. In 2002, CUSI was a small company of six employees with limited technology, serving only a niche segment of the utility market. Today, the firm supports over 1,200 utilities — ranging from small rural systems to large enterprise operations —across all 50 states. This transformation was fueled by a customer-driven development strategy, which led to innovations like its fully integrated Customer Web Portal. This tool has significantly increased operational efficiency for utilities while delivering modern, user-friendly account management and payment options for consumers.By actively listening to utility needs, CUSI has built a scalable, adaptable platform that meets the evolving expectations of both clients and their communities. The results have been clear: consistent year-over-year growth and a reputation as one of the largest and most trusted software providers in the utility space.

CUSI’s mission — “to create valuable, customer-focused solutions and succeed through a collective commitment to going above and beyond” — guides its team in delivering exceptional service and results. That mindset, combined with deep industry expertise and a focus on innovation, has disrupted the market and positioned the organization as a long-term technology partner for utilities of all sizes.

How has it fostered growth in your company? CUSI measures growth by the number of utility clients, utility customers served and employees supporting that service. Each new client brings expanded responsibilities — more users, more customers and evolving software requirements — driving the need for continued scalability.

What began as a modest company with a small team of developers has transformed into a full-scale technology firm with 94 employees. While earlier versions of CUSI’s software relied on offshore development, the company now builds and supports all products in Arkansas. The company boasts a 21-person software development team and has expanded into new departments, including Quality Assurance, Cloud Operations, Customer Success and Payment Services. Core teams — like Implementation, Technical Support, Sales and Accounting — have grown significantly to meet rising demand.

Historically, CUSI averaged around 70 new clients annually; in recent years, that number has increased to over 100 new software license installations per year. This organic growth is fueled by a focused dedication to the utility industry and a company culture rooted in service and Southern hospitality. A strategic, vertical-market approach continues to attract larger clients and necessitates a growing, dynamic workforce to support them.

How do you quantify the positive impact? Are there key new hires driving this growth? CUSI attributes its recent growth not to a few star hires but to a deliberate homegrown talent strategy. The Arkansas-based software firm is deeply committed to recruiting and developing local talent, and it has strong ties to institutes like Arkansas State University and the University of Arkansas systems due to its proximity. Through career fairs and collaborative programs, the company identifies promising interns and new graduates and brings them on board across departments. These young professionals receive thorough training, mentorship and hands-on experience in areas ranging from software development to sales and customer support, preparing them to transition to long-term team members.

This approach has become a cornerstone of CUSI’s innovation culture. By nurturing talent within Arkansas, the company empowers employees with early responsibilities and a deep sense of ownership. Many former interns now lead projects, teams and departments, contributing fresh ideas that drive product improvements and operational efficiency. A forward-looking hiring strategy ensures a steady pipeline of skilled professionals who understand the company’s mission. This robust talent base fuels continuous innovation and sustainable growth, underscoring the team’s commitment to its people and future.

How does your company encourage creative and progressive thinking in your operations? At CUSI, culture is the engine that drives innovation. The company’s core values — have fun with success, embrace challenges, act with respect, humility and integrity, and leverage collective genius — are lived daily by its employees. These values are reinforced through a peer-based quarterly recognition program, where employees nominate colleagues who embody the company’s culture. Winners receive a $1,000 performance bonus, and dozens are recognized each quarter for their contributions to both culture and innovation.

The team fosters progressive thinking by encouraging employees to take ownership of their roles — and the freedom to experiment. Mistakes aren’t punished; they’re seen as a necessary part of meaningful innovation. This mindset is grounded in the CUSI creed: Innovation — improve and advance; Simplify — simplify the complex; Quality — prioritize quality over speed; Own it — see it through.

By giving team members the autonomy to challenge the status quo and pursue creative solutions, CUSI ensures continuous improvement across its operations. Its mission — to create valuable customer-focused solutions and succeed through a collective commitment to going above and beyond — serves as the foundation for a workplace where innovation isn’t just encouraged, it’s expected.

What lessons have you learned in pushing a team to be innovative? CUSI has learned that innovation thrives in a culture built on positivity, respect, and belief in the possible. Negativity, gossip, and doubt have no place. Instead, the firm sets communication standards that emphasize professionalism, fact-based dialogue, and support for one another.

Collaboration is key. Whether it’s through lunchtime gaming tournaments, seasonal celebrations, or simply sharing a gourmet coffee, the goal is to build genuine relationships across departments. These connections foster trust and spark the cross-functional brainstorming that drives innovation. At CUSI, every employee is empowered to drive change. Leadership actively encourages new ideas — even those that don’t work out. Mistakes made in pursuit of meaningful improvement aren’t punished; sometimes, they’re celebrated. When a client praises an employee for going above and beyond, that recognition is shared across the organization. Public praise reinforces the company’s commitment to creativity and excellence.

Innovation isn’t limited to product design. It shows up in better processes, stronger teamwork and exceptional service. The company’s secret? A belief that every employee can grow, innovate and be rewarded for their contributions. In short, everyone’s expected to bring the mojo.