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SMART360 vs Servicenow

smart360 vs servicenow: which fits your utility?

A Utility Platform,
And a Workflow Layer.

SMART360 vs. ServiceNow is really a question about layers. ServiceNow Energy and Utilities is an enterprise workflow, customer service and field service platform, built on the Now Platform. SMART360 is the customer information and billing platform itself, with service orders, field work and the consumer portal already inside it, for teams at US water, electric and gas utilities with 3,000 to 100,000 connections.

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How SMART360 Differs

Three differences that set SMART360 apart

Quick Response

System of record, or workflow layer

ServiceNow

An enterprise workflow, customer service and field service platform, built on the Now Platform, that runs across the systems a utility already has and connects them, including the customer information system.

SMART360

The customer information and billing system of record itself, with billing, meter data, service orders, assets and the consumer portal in one platform.

Top Quality

Purpose-built for utilities

ServiceNow

A horizontal enterprise platform used across many industries, with an Energy and Utilities solution configured on top of it. Utility billing, rating and meter data are not what it is built around.

SMART360

Built around the utility itself, so billing, rating, meter data management, service orders and the consumer portal are in the product out of the box, not configured onto a general platform.

Language

Priced per account for a small team

ServiceNow

An enterprise platform licensed per user. ServiceNow reports that 85% of the Fortune 500 use its platform, and it does not publish pricing on its product pages.

SMART360

Priced per account with unlimited users, for US water, electric and gas utilities with 3,000 to 100,000 connections, so the cost follows the accounts you serve and does not rise when you add staff.

AT-A-GLANCE COMPARISON

SMART360 Vs ServiceNow

Dimensions ServiceNow SMART360
Role in the stack Enterprise workflow, customer service and field service platform across your systems1 Customer information and billing system of record
Built on The Now Platform, a horizontal enterprise workflow platform1 A cloud-native platform built for utilities
Utility billing and rating Runs customer service and field workflows; integrates with the CIS and billing system2 Billing and rating engine in the platform
Customer service Customer Service Management (CSM)2 Consumer portal and service requests in the platform
Field service Field Service Management (FSM)2 Service orders and mobile field apps in the platform
Meter data Connects to utility systems2 Meter data management in the platform
Built for Large enterprises; ServiceNow reports 85% of the Fortune 500 use its platform3 US water, electric and gas utilities, 3,000 to 100,000 connections
Deployment model Configured on the Now Platform, alongside your existing CIS Replaces the CIS with one platform
Pricing Licensed per user; not published on its product pages4 Priced per account, unlimited users5
Go-live Varies by scope; not published 20 to 24 weeks5

1 ServiceNow and the Now Platform (cloud workflow platform): Wikipedia (as of September 2026).

2 ServiceNow Energy and Utilities, Customer Service Management and Field Service Management: servicenow.com, energy and utilities.

3 Enterprise footprint (85% of the Fortune 500, as reported by ServiceNow): third-party analysis.

4 Per-user subscription model; pricing not published on product pages: third-party analysis.

5 SMART360 packages and implementation timeline: bynry.com/pricing.

Comparisons reflect Bynry's understanding of publicly available information as of September 2026. Where a detail is not publicly available, it is not stated. All product and company names are trademarks of their respective owners. Bynry is not affiliated with or endorsed by ServiceNow, Inc.

Results Utilities have Measured on SMART360

john mauli
Island Water Authority
35,400 consumers, deployed in 10 weeks. Read Case Study ->
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Meters Live

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Faster meter to bill

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Lower Operating Cost

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Higher Customer Satisfaction

ServiceNow OR SMART360?

When SMART360 is a better fit

You want to replace the CIS, not add to it

If the customer information system is the thing holding the utility back, an enterprise workflow platform layered on top does not fix the system underneath. SMART360 replaces the CIS with one platform, so billing, meter data, service orders and the consumer portal live in the same place and there is no older system left to work around.

Feature illustration

A lean team runs the whole utility

When one person covers billing, customer service and reporting, a second platform to configure, license per user and maintain is real work. Keeping billing, meter data, field work and the consumer portal in one platform means fewer systems to reconcile and one record for each account and meter.

Feature illustration

You are a small or mid US utility

SMART360 is built for water, electric and gas utilities with 3,000 to 100,000 connections and is priced per account with unlimited users. It is scoped, priced and implemented for that size, rather than for the large enterprises a horizontal per-user platform is built to serve.

Feature illustration

Servicenow OR SMART360?

How To Compare?

  1. Map the systems you run today.

    Write down your customer information system, billing, meter data, field work, consumer portal and payments. Mark which are one system and which are separate tools with integrations between them.

  2. Decide whether you are replacing the CIS or adding to it.

    If the customer information system stays, a layer like SEW modernizes the experience on top of it. If the customer information system is the problem, compare one-platform replacements instead.

  3. Count the integrations each option keeps.

    A layer on top of a CIS adds an integration to build and maintain between two systems. One platform removes that integration. Write down which systems each option would leave you running.

  4. Ask each vendor for the go-live plan and a reference.

    Request the number of weeks to go-live, whether a parallel billing cycle is included if you are replacing the CIS, and a reference utility of your size and type that you can call.

What Utility Leaders Are Saying

What others are saying about SMART360

We were really impressed with how the Bynry team took the time to understand what we needed… They didn't just offer a product, they offered a solution.
reshimna william
Reshimna William
Project Manager at Isle Utilities
SMART360 has really changed the way we manage customer information, billing, and service requests - it's fast, easy to use, and gives us real-time visibility.
john mauli
John Mauli
IT leader at Island Water Authority
What impressed me the most was how grounded the Bynry team is. They really understand utilities and aren't just selling software - they're solving problems.
doug rosenberg
Doug Rosenberg
Business Advisor with Deep Utility Experience

See SMART360 run your billing cycle

SMART360 is a cloud-native platform for US water, electric and gas utilities, with billing, meter data, service orders, assets and the consumer portal in one system, priced per account with unlimited users.

Book a Demo Today
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Common FAQs

Is ServiceNow a CIS or billing system?

down arrow
ServiceNow is an enterprise workflow platform. Its Energy and Utilities solution provides customer service and field service workflows on the Now Platform and runs across a utility's existing systems, including its customer information system. SMART360 is the customer information and billing system of record, with billing, meter data and the consumer portal in one platform.

Do SMART360 and ServiceNow compete, or work together?

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For many utilities they are complementary, because ServiceNow can add enterprise workflow, customer service and field service across a utility's existing systems. The comparison matters when a small or mid utility is choosing between adding that layer on top of its customer information system and replacing that system with one platform that already includes those workflows.

Is SMART360 or ServiceNow better for a small utility?

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For a small or mid US utility with 3,000 to 100,000 connections that wants billing, meter data, field work and the consumer portal in one system run by a lean team, SMART360 fits closely. ServiceNow is an enterprise platform used by large organizations and licensed per user, so it fits a large utility or one already standardized on ServiceNow across the enterprise.

Does SMART360 include field service and customer service?

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Yes. SMART360 includes service orders, mobile field apps and a consumer self-service portal in the same platform as billing and meter data, so a small utility does not need a separate workflow platform to run field work and customer requests.

How long does a SMART360 implementation take?

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A standard SMART360 implementation runs 20 to 24 weeks. Data is migrated in validated stages and a full billing cycle runs in parallel against the current system before cutover.

Is SMART360 secure and compliant?

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SOC 2 certified. Hosted on AWS with 99.9% uptime SLA. Role-based access control, encryption at rest and in transit, and regular third-party security audits.

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