Utilities today are balancing increasing customer expectations with the need to operate more efficiently and adapt to evolving operational demands. At Hansen, we understand utilities’ need for greater flexibility while continuing to improve both employee and customer experiences.
That’s exactly what the latest release of Hansen CIS, optimized for the Americas, is designed to deliver. Hansen CIS 2026.2 has enhanced configurability, streamlined workflows, and a more intuitive experience for both CSRs and customers. This all teams move faster, resolve issues sooner, and deliver more seamless service at every touchpoint.
Greater control where it matters most
Every utility operates differently, which is why flexibility is especially important in areas like delinquency management.
With new configurable delinquency user exits, Hansen CIS now enables teams to introduce custom logic directly into delinquency processing. This allows for more informed, context-aware decisions without disrupting core system behavior, giving greater control over how workflows align to operational requirements.
That same balance between flexibility and control also applies to customer data management. Billing complexity also continues to grow for modern utilities, and this release introduces several enhancements to help teams manage exceptions more efficiently.
Updates to adjustment and simulation processes allow billing teams to test and execute scenarios more effectively, even when unusual consumption patterns or edge cases are involved. By reducing blockers and increasing flexibility, teams can complete billing workflows faster and with greater confidence.
Faster workflows, fewer manual steps
In addition to greater operational flexibility, this Hansen CIS 2026.2 release (optimized for the Americas) also focuses on improving day-to-day efficiency and usability for customer service representatives.
Enhanced “Recent Accounts” functionality allows CSRs to move more fluidly between accounts across key screens, eliminating repeated searches and helping users stay focused within the same workflow.
Billing and charge calculation processes have also been streamlined to reduce manual effort and improve predictability. New exception-handling enhancements allow eligible billing exceptions to be bypassed when appropriate, while improved support for complex scenarios, such as negative consumption, helps reduce rework and operational delays.
Enhancements to Contact History also make it easier for agents to transition between quick insights and deeper investigation without losing workflow context. This improved dashboard visibility helps teams identify and respond to outstanding interactions more quickly.
Enabling customers to do more on their own
Customer expectations for digital experiences continue to rise, and the Hansen Self Service Portal (HSSP) enhancements in this release are designed to help organizations meet those expectations while reducing pressure on customer service teams.
This release introduces a cleaner, more modern interface with improved readability, smoother navigation, and enhanced accessibility across devices. Customers benefit from clearer feedback, more intuitive interactions, and a more consistent experience whether they are using mobile or desktop.
Behind the scenes, improvements to error handling and system reliability help create a more predictable and trustworthy customer experience, even in edge-case scenarios.
The release also introduces a new transfer-of-service capability that allows customers to request moving service from one address to another directly within the portal, without needing to call or switch channels. Guided forms, validation, and automated follow-up processes help ensure requests are captured accurately and routed efficiently.
At the same time, new dashboard tile for HSSP-originated contacts give teams greater visibility into customer communications, helping ensure inquiries are addressed quickly and consistently.
Delivering outcomes that matter
The Hansen CIS 2026.2 release, optimized for the Americas, is centered around helping your utility work smarter and serve customers more effectively.
By reducing manual effort, improving flexibility, and enhancing both employee and customer experiences, this release helps streamline workflows, improve operational visibility, and deliver more consistent service outcomes.
The result is less friction across operations, and faster, better outcomes for both teams and customers.
WHAT’S NEXT
You can also explore more details on the What’s New page in the Hansen CIS Connect Community. Thanks for being on this journey with us.