21st-century consumers demand unprecedented transparency, accountability and experience from their energy, utility, and water providers. As innovative digital natives increasingly shape customer expectations, utilities face growing pressure to follow, creating compelling customer experiences.
Hansen CIS is a set of market-tailored customer information software products for utilities, transforming into a next-digital-driven experience company.
Hansen believes in incremental innovation and collaborative development; Hansen CIS is the culmination of years of experience and expertise working with utilities worldwide. Hansen CIS products leverage a deep understanding of local regulations and technology standards, quickly and seamlessly integrating with business and operational systems, and handle every aspect of the customer life cycle.
Solutions Optimised for APAC
Solutions Optimised for EMEA
Solutions Optimised for North America
Manage the digital ecosystem with Hansen CIS
Create, deliver, and engage across the end-to-end customer life cycle.
Hansen CIS ensures total control of your commercial operations with seamless service life cycle integration. All aspects of the customer’s service journey are combined and managed through a unified solution.
To successfully implement a strategy focused on customer life cycle management, providers must have the right technology to efficiently collect data, correctly interpret it and effectively act on it at each stage in the customer journey. Hansen CIS enables this through a comprehensive set of core features and functionality.
Core features and functionality
- Hansen CIS facilitates onboarding and adding services with a flexible configuration that extends to the bundling products and services – including energy and non-traditional products – and providing a business rule-driven approach to pricing and discounting
- Supports the complete automation and management of long-running processes, including onboarding, user-configurable workflows and tasks such as role- and skill-based assignments
- An integrative framework provides a robust web services catalogue for streamlined integrations with best of breed third-party applications or an Enterprise Service Bus
- The HIF – Hansen Integration Framework – delivers application program interfaces for customer mobile and payment vendor solutions
For the most comprehensive product and service integration, we provide dedicated solutions in the form of the Hansen Catalog and Hansen CPQ products.
- Hansen CIS integrates MDM – Meter Data Management – solution for distribution networks operating in deregulated competitive markets, providing metering services and accreditation for market roles, delivering meter data to market participants and retailers, and recovering revenue through service order and connection point-based energy charges
- Our systems readily scale to support mass Advanced Metering Infrastructure (AMI) and smart meter rollouts, including deregulated metering, and we’ve been benchmark-tested to process Meter-to-Cash (M2C) transactions for deployments numbering in many tens of million meters
- Additional functionality includes Meter Asset Management, Meter Data Receipt, Meter Data Management, and the capability to process complex smart meter data readings
We offer the dedicated Hansen MDM products for complex deregulated markets, supporting more extensive and sophisticated MDM and EDM capabilities.
- Hansen CIS supports complex Rating market transaction formats used between retailers, utilities, and additional market participants
- Meter Read Ratings – multiple cycles of Rating for the same set of meter read transactions, numerous times
- Manage and automate complex billing
- Unify your billing into a single solution
- Improve billing efficiency through network billing and revenue management
- Flexible implementation – for when you need to incorporate specific business rules, allowing you to query and update the billing and customer platform and providing the mechanism for rapid responses to market and regulatory changes
- Hansen CIS provides a metadata-driven customer service representative interface with dynamic and configurable functions to enable efficient workflows, simplifying previously complex and time-consuming customer service processes such as move-in/move-out, transfer and bill queries
- Customers can take care of most tasks conveniently via self-service
- We can provide our North American customers with customer care expertise to help keep business running smoothly. Customer Care Services includes the following service features: Customer Care Call Center requirements, with offices located in Hazleton, PA, providing bilingual Spanish-speaking agents.
- Telephone language interpretation service with support for up to 150 languages
- Inbound Support offers services such as sales & retention, payment processing, billing/contract inquiries, escalation handling and customer support
- Outbound Support: Sales & retention, customer outreach program, prospecting, account verification
- Quality Control/Quality Assurance, Workforce Management, Reporting and Analytics
- Hansen CIS manages your payments and debts – accurately account for payments received, maintain customer accounts, and facilitate group account management through combined billing
- Automation of debt recovery processing [dunning] with configurable recovery paths based on segmentation and risk, which allows managers to drive automated processes for each risk profile
- Hansen CIS supports powerful BI – Business Intelligence – and extensive reporting ensures robust operational- and executive-level customised reports, delivering essential information quickly and graphically
- Flexible tools for reporting and data services, with a shift of focus from predefined static system reports to a customisable framework, supporting ad-hoc reports, KPIs, and executive dashboards
Hansen Value Delivered
The Hansen CIS architecture leverages standardised technology enhanced by a modular approach and open API library. Our solution addresses the needs of specific markets and types of utilities around the world, ensuring complete regulatory compliance. Hansen can combine different modules from the suite to meet various customer needs.
Hansen’s value is our unique combination of software capabilities and deep industry expertise and experience. This approach ensures a commitment to data fidelity across the entire utility business, from portfolio reconciliation to meter point reading. Our mission is to deliver a user-friendly system that helps you manage customers and data and improve your bottom line.
Hansen CIS delivers software adopted to specific market requirements.
Open architecture and flexible design allow Utilities to select from Hansen’s broad range of capabilities to address their specific business requirements – we can deliver multiple utility services, such as electricity, gas, water, and district heating, virtually any metered or unmetered service. In addition, our CIS supports billing for multiple customer segments.
- Residential
- Small, and midsize businesses
- Large commercial and industrial (LC&I) customers
- Flexible and scalable billing and customer information system for utility providers
- Achieve market compliance faster with region-, country-, or use-case-specific capabilities
- Onboard customers seamlessly and scale your business quickly
The energy and utility space are becoming increasingly complex and fragmented. Designed to cater to various market models, Hansen CIS delivers business needs and requirements for regulated and unregulated market environments.
- Competitive markets: Hansen CIS delivers advanced customer- and financial-related analytical capabilities, such as CRM, customer churn and profitability analysis, and a product configurator capability.
- Regulated markets: Hansen CIS emphasises customer service delivery capabilities, such as scheduling and service optimisation.
hansen cis BENEFITS
On-premises to cloud deployment, Hansen can help you digitally transform to deliver the next customer experience.
Effortless customer journey
Having a single view of the customer is as important to the enterprise as the customer having a single view of the enterprise.
Operational efficiency through automated processes
Automation of business processes minimizes cost of operations, allowing for high precision, visibility and regulatory compliance.
Scalability
The platform supports core business reliability and seamless expansion to new business. Transaction processing is extensively multi-threaded and performance optimized.
Ground-to-Cloud availability
Available on ground and in the cloud, our powerful solutions help Utilities deliver service excellence, speed to market and reduce cost-to-serve.
Reduced cost of operation
Combining best practice business process and modern technology, Hansen CIS provides an intuitive and efficient UI for CSRs and backoffice teams.
Ease of Integration
A range of standard integration options to consolidate interaction between the many disparate, mission-critical systems deployed in utilities today.
Replace customization with configurability
Designed with maximum configurability in mind, as modern utilities cannot wait for time-consuming and costly software customizations.
Dedicated editions for regulated and deregulated markets
Designed for a diverse variety of energy market models and business needs.