Meter exchange and smart meter installation
How do we run a meter exchange or smart meter installation from the notice to the customer, through the appointment and the work, to the new meter written to CIS and billing?
Run the exchange as one record from the program list to the bill. For each meter in the exchange program (a smart meter rollout, an aged meter replacement, a failed meter), Callvu prefills the premise, the meter and the access notes, sends the customer the notice the tariff and the program require (the reason, the new meter, the opt-out where the tariff offers one, the appointment or the window, the brief interruption), chases the appointment confirmation or the access arrangement through the appointment process, dispatches the technician with the right meter type, captures the exchange on site (the old and new meter numbers and reads, the seal, the photos, the test or the commissioning), checks the capture before close, routes a failed exchange or an access problem to the field supervisor in the Decision Desk, and writes the new meter and the reads to the CIS and billing the same day so the bill prorates correctly and the smart meter's reads start.
In scopeComplex: multi-party handoffsCallvu moves: prefill, chase and verify, write back
Last updated November 7, 2026.
The problem today
The new smart meter sent reads for three weeks before billing knew it existed, and the old meter's final read was lost.
A meter exchange is the most frequent change to a premise's billing record, and it crosses the program office, the scheduler, the technician, the meter data system and billing. The notice goes out from the program; the appointment from the scheduler; the technician swaps the meter and writes the serials on a card; the meter data system starts receiving reads from a device billing has not been told about; the old meter's final read is estimated. The customer's first bill after the exchange is wrong, and the opt-out they asked for was not recorded.
The rules are specific: the tariff and the commission's smart meter orders set the notice to the customer and the opt-out option and its fees; the metering rules require the old and new reads and numbers on the exchange date, the test and seal records, and accurate proration; the service quality rules set the appointment windows. The program list knows every meter; the exchange should be one record from the list to the bill.
An exchange written to billing the day it happens is a first bill that is right.
How it runs
From the requestto the system of record.
A meter is due for exchange under a program, a test or a failure. Callvu opens the exchange on the premise.
- Customer
- Receives the notice, chooses the opt-out where offered, confirms the appointment or arranges access on their phone.
- Technician
- Exchanges the meter and captures the reads, serials, seal and photos on site.
- Field supervisor and the meter data team
- Decide failed exchanges and commissioning problems in the Decision Desk.
- Callvu
- Prefills, notices, chases, dispatches, captures, checks, routes and writes.
Prefill and notice
The premise, the current meter (the type, the number, the multiplier, the location and the access notes), the program and the replacement meter type are prefilled from the CIS and the meter inventory; the customer receives the notice the tariff and the program require (the reason, the new meter and what it does, the opt-out option and its fees where the tariff offers one, the appointment or the window, the brief interruption of service) by the channels under consent and by letter where required, and an opt-out chosen routes to the opt-out process.
Chase and verify the appointment and the access
An indoor or inaccessible meter is scheduled with the customer through the appointment process with the access details checked; an outdoor accessible meter is scheduled in a window with the notice; a no-access runs the missed appointment follow-up; the technician is dispatched with the right meter type reserved.
Exchange and capture
On site the technician captures the old meter's final read and number (scanned where possible), the new meter's number and initial read, the seal numbers, the multiplier, the photos of both meters and the installation, the test or the commissioning result (the smart meter's registration on the network), and the customer's sign-off where present; a capture that fails the checks (a read out of range, a serial that does not match the reservation, a commissioning failure) is corrected on site or goes to the field supervisor or the meter data team in the Decision Desk with only the allowed outcomes (retry, replace, revert, escalate).
Write back
The new meter, the reads, the multiplier, the exchange date and the seal are written to the CIS, the system of record for the premise, and to billing the same day so the bill prorates on the real reads; the meter data system's reads are linked to the account from the commissioning; the old meter is returned to the inventory for testing or disposal; and the program record shows the meter complete.
Where it ends: The customer was noticed with their options, the appointment ran through the standard processes, the exchange was captured and checked on site, and the CIS and billing had the new meter and the reads the same day so the first bill was right and the smart meter's reads landed on the account. The Decision Trace shows the notice, the checks and any decision; the Audit Trace shows the notice, the confirmation, the capture and the writes with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The notice in the customer's channel with the opt-out and the appointment link; the technician's device on site.
The back office
Billing and the meter data team receive the exchange the same day; the supervisor sees only failures.
The Decision Desk
- A read out of range, a serial mismatch, a commissioning failure or an access problem on the day goes to the field supervisor or the meter data team in the Decision Desk with the capture and only retry, replace, revert, or escalate.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What is the customer told?
The reason for the exchange, the new meter and what it does, the opt-out option and its fees where the tariff offers one, the appointment or the window, and the brief interruption, by their channel and by letter where required.
What is captured on site?
The old meter's final read and number, the new meter's number and initial read, the seal, the multiplier, the photos, the test or commissioning result and the customer's sign-off, validated before close.
When does billing know?
The same day; the new meter and the reads are written to the CIS and billing so the first bill prorates on the real reads and the smart meter's data lands on the account.
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