Test Automation Adoption Challenges in Multi-Brand Utility Customer Information Systems

Abstract

Test automation has become an important approach for improving software testing efficiency, consistency, and release quality in large-scale utility Customer Information Systems (CIS). However, adopting test automation in a multi-brand utility environment can be challenging because different brands may operate with variations in business processes, system configurations, user interfaces, integrations, and customer workflows. This case study examines the major challenges involved in adopting test automation across multi-brand utility Customer Information Systems. The study focuses on issues such as differences in application configurations, complex legacy systems, changing requirements, test data management, automation framework selection, maintenance effort, integration dependencies, and limited technical skills. It also examines organizational challenges including resistance to change, initial investment, collaboration between testing and development teams, and difficulties in establishing common automation standards across multiple brands. The study highlights the importance of selecting suitable automation strategies, developing reusable test components, maintaining standardized testing practices, and continuously evaluating automation effectiveness