Helsinki, FINLAND – Fortum, the leading Nordic energy retailer with a presence in ten European markets, has implemented Enoro’s customer care solution for use in Finland. The solution, Enoro CIS (Customer Information System), delivers the combined CRM, customer service and billing for Fortum’s energy and district heating customers.
Fortum, signed the delivery project contract in July 2016. This was a significant project and involved product localization for the Finnish market. Delivery of the Enoro CIS software as a service solution (SaaS) took around 20 months and was delivered according to the agreed timetable and budget.
“We are extremely proud and thankful that we achieved the agreed timetable with Enoro. The Enoro CIS – project has been a showcase on how vendor and customer can achieve exceptional results. Working co-operatively and sharing business intelligence we have achieved a significant milestone that is generally unheard of in the sector. Now we can start to utilize Enoro CIS for our marketing purposes, contract management, customer care and billing,” says Riitta Vaissalo, Development Manager in Fortum.
In the midst of the project the Enoro business was purchased by global billing and customer care leaders Hansen Technologies. Without missing a beat, the team have continued on schedule and also leveraged the global expertise of the broader Hansen family to enable a successful delivery.
John May, CEO Hansen Technologies EMEA said “The common goal was to build a solution for Fortum’s customer care by using the well-known Enoro CIS product. There are always challenging and complex requirements with a project of this size, and we are really delighted to have completed this project on time for an innovative client like Fortum”.
Looking ahead this is an exciting time for the business, as the Enoro business completes its transition into the Hansen family becoming HansenCX in the coming months. With the benchmark of this successful implementation HansenCX looks forward to assisting others complete a business transformation and deliver outstanding customer experiences.
For interviews or more information, contact:
CEO, EMEA Hansen Technologies
+44 20 8614 8700
Fortum is a leading clean-energy company that provides its customers with electricity, heating and cooling as well as smart solutions to improve resource efficiency. We want to engage our customers and society to join the change for a cleaner world. We employ some 9,000 professionals in the Nordic and Baltic countries, Russia, Poland and India. In 2017, our sales were EUR 4.5 billion. Fortum’s share is listed on Nasdaq Helsinki. www.fortum.com
About Enoro and Hansen Technologies
Enoro is part of Hansen Technologies, a global leader in billing and customer care. With over 40 years’ experience, Hansen Technologies employs over 1000 experts, Hansen’s proven and scalable solutions as well as its innovative and flexible offerings, enable more than 600 clients to deliver cost-effective end-to-end business initiatives to improve their customers’ experience.
Hansen has offices throughout the world in Norway, Finland, Netherlands and Sweden, Australia, New Zealand, China, Denmark, Germany, Argentina, South Africa, New York, Bethlehem, Hazleton, Columbia, Atlanta, Houston and Carlsbad in the USA servicing 100 million customers in over 80 countries around the world.
About Enoro CIS
Enoro Customer Information System (CIS) is a service for utility billing and customer care. It enables utilities to better understand and communicate with their energy customers, and offer new and personalized energy services. Enoro CIS provides flexibility and cost-efficiency for optimal customer management. In addition, Enoro CIS uses digital channels for customer engagement and self-service. Enoro CIS is offered on software as a service (SaaS) model and it is a standard system for the utility industry that is optimized for scalability and flexibility supporting business needs in a pay-as-you-go model. www.enoro.com/enorocis