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Getting Started with OpsAdmin

alt_text Welcome to OpsAdmin — your all-in-one platform for managing the operational complexity of energy retail. Whether you're handling enrollments, documents, pricing, or support, OpsAdmin brings it all together under one system with a unified vision: to simplify and streamline your workflow.

What is OpsAdmin?​

OpsAdmin is more than just software. It’s a purpose-built operational platform developed through years of real-world experience in energy operations. Unlike many systems created in isolation by coders, OpsAdmin was built collaboratively by a team of experts across multiple disciplines in the energy industry — from enrollment and billing to compliance and support.

Why OpsAdmin?​

  • Smarter Data Flow: Say goodbye to siloed systems and manual handoffs. OpsAdmin allows your data to flow naturally across departments in a structured, progressive manner.
  • Risk Reduction: Centralizing your operations reduces the risk of error, miscommunication, and compliance gaps.
  • Built for the Industry: OpsAdmin reflects a deep understanding of your daily challenges because it was designed alongside operators like you.
  • Continual Improvement: As your business evolves, so does OpsAdmin. The Stormcrest team works directly with you to adapt the system to your changing needs.

Ready for You​

After more than six years of focused development, OpsAdmin is now available for full implementation. We didn’t rush it — we built it right. Now it’s time for you to experience the system built by operators, for operators.

About This Document…​

This guide provides a high-level overview of the core areas within OpsAdmin. It is designed for beginners who are just getting started and offers a 30,000-foot view of the platform's major components. While it does not serve as a detailed “how-to” manual, it lays the groundwork for understanding the system's structure and functionality before diving into more advanced training or documentation.

Setting Up Your Markets and Utilities​

alt_text Before you can begin daily operations in OpsAdmin, it's essential to configure your Markets and Utilities. Even if your current markets are already set up, understanding this process will help prepare you for expanding into new states or regions.

Overview: Market & Utility Configuration​

OpsAdmin uses a hierarchical structure to organize operational data and settings. The foundation of this hierarchy starts with Markets (states) and then breaks down into Utility Manager fields which are linked to specific zip codes and service areas.

The Market Manager sits at the top of the configuration structure. Settings defined here will influence everything within that market — including plans, accounts, documents, and automated actions.

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Key Features:

  • Configure state-specific rules and preferences.
  • Customize system behavior on a per-market basis.

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  • Integrate with different billing systems by market.
  • Define market-level autoresponder actions.

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  • Add Market level documents that will be pre-populated in Plans
  • Once established, this configuration is rarely changed.

Utility Manager (Utility-Level Configuration)​

Below the Market level, the Utility Manager allows you to define settings unique to each Utility operating within a Market. This is one of the most frequently used configuration areas in OpsAdmin.

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Key Features:

  • Set utility-specific rules, document requirements, and operational parameters.
  • Automatically apply Utility-level documents to all associated plans.
  • Customize technical details such as LDC format, meter number requirements, and more.

Next Step: Once your Markets and Utility Manager are configured, you’re ready to begin setting up Plans and Documents tailored to those areas.

Managing Your Rates and Plans​

alt_text One of the most active and essential areas in OpsAdmin is Plan Management. Proper setup and understanding of how plans function — including rate types, document structure, and affiliate controls — is critical to ensuring accuracy, automation, and compliance.

Plan Types: Web, Non-Web, Autorenewable​

OpsAdmin organizes plans into three primary types:

  • Web Plans: Published plans that are visible to customers online. These are available through your website, internal sales agents, customer representatives, and even brokers via Quick Enrollments.
  • Non-Web Plans: Internal-use-only plans, often used for legacy accounts, data imports, or other operational purposes not tied to public enrollment.
  • Autorenewable Plans: These plans are linked to automatically roll over to new or predefined plans when the current contract ends — reducing customer attrition and manual effort.

Plans can be configured with:

  • Fixed or Variable Rates
  • Time of Use: an energy pricing structure where the cost of electricity varies based on the time of day, day of the week, or season. It is designed to reflect the actual cost of electricity during different demand periods, encouraging customers to shift usage to off-peak hours when rates are lower.
  • Display Settings for enrollment wizards
  • Early Termination Fee (ETF) Logic
  • Custom communication and document behavior

Plan Management Tools​

For each plan, you can:

  • Publish, Edit, or Clone
  • View current and historical versions
  • Attach Documents
  • Manage Affiliate-linked plans
  • Track version changes over time

Documents and Display Rules​

To publish a plan, associated documents must be configured. These documents are essential for compliance and customer communication.

Document Levels:

  • Plan-Level Documents: Unique to a single plan.
  • Inherited Documents: Pulled automatically from Utility or Market level.

Each document is managed through Display Rules and Communication Rules, which define:

  • When documents appear in the enrollment flow
  • What triggers them to be sent or shown to the user

OpsAdmin also provides document version control, preserving every iteration for audit and compliance.

Version Control for Plans​

Versioning is a key feature in OpsAdmin that supports regulatory compliance and historical tracking.

  • Each plan begins at version 1.00
  • Every change of importance (e.g., rate, document, fees) creates a new version
  • All previous versions are preserved with full enrollment data and attached documents
  • This allows for accurate resend of historical documents and tracking of changes over time

Affiliate Management​

Affiliates can be categorized into different groups for reporting purposes. Those groups include;

  • Agent
  • Commercial
  • Customer Service
  • Customer Survey
  • Direct Mail
  • Door to Door
  • Internal
  • Market Site
  • Online
  • QA/QC
  • Telesale
  • Web
  • Other

Each Affiliate has linked data used for reporting, billing system sync, and commission calculations. Affiliates are essential for tying enrollments and plans to sales partners.

Promo Codes & Affiliate Tracking​

Each Affiliate must be assigned a Promo Code, which serves as more than just a promotional tool — it functions as a unique identifier for that Affiliate throughout the OpsAdmin system.

Promo Codes are critical for:

  • Tracking sales attribution when an Affiliate plan is used
  • Connecting enrollments and pricing structures to the appropriate Affiliate
  • Defining internal discounts, such as those applied to House accounts when using Internal Promo Codes

Whether for external partners or internal use, the Promo Code ensures accurate linkage between plans, sales activity, and reporting across multiple areas of the platform.

Affiliate Plans (Child Plans)​

Affiliate Plans are simplified, derivative versions of main (parent) plans. They:

  • Inherit core data from the parent plan
  • Maintain their own version control
  • Can lock rates independently from the parent
  • Can share or override documents as needed

This enables broker-specific customization without compromising core plan structure.

Global Price Changes​

The Global Price Changes feature allows bulk updates to plan pricing and key fields such as:

  • Rate
  • Monthly Fee
  • Plan Code
  • Effective Dates
  • Default Pricing Descriptions

Admins can also trigger email notifications to Affiliates if changes impact their associated plans. This feature is ideal for Utility-specific updates, and the Rate Change Importer which is available to support mass adjustments.

Plan Bundles​

Bundled Plans allow customers to enroll in both electric and gas services in one streamlined enrollment.

  • Requires the Wizard 2.0
  • Oasis or other users can enable this if needed
  • Optional cross-service discounts can be configured
  • Bundle availability is based on overlapping zip codes across eligible Utilities

Next Steps: Now that your plans are set up, the next area to explore is Document Management, where you'll define templates, triggers, and communication rules tied to each plan and enrollment flow.

Managing Enrollments​

alt_text OpsAdmin provides multiple ways to bring customer enrollments into the system — from online portals to manual sales uploads. Whether a customer enrolls through your website, a broker, or an internal agent, all enrollments are ultimately centralized and managed within OpsAdmin.

This section will walk you through how new enrollments are created and handled, and introduce you to the key tools used in the process.

Enrollment Wizard​

The Enrollment Wizard is a customizable enrollment tool built directly into OpsAdmin — not your public website. While it powers your front-end enrollment process, it lives fully within the system and can be tailored to your business needs.

Key Features:

  • Fully customizable fields tied to your selected Plan
  • Field values can be defined by Utility-level settings
  • Designed to match your brand and operational workflow
  • Connected directly to the document and communication systems

Sales Importer​

The Sales Importer tool allows you to upload multiple new enrollments at once, typically from external sales channels such as:

  • Brokers
  • Call Centers
  • Marketing Affiliates

Key Features:

  • Runs automatic validations to prevent bad data
  • Flags any failed records and provides a form for manual correction
  • Allows re-submission after data cleanup
  • Approved accounts are passed seamlessly into the Enrollment Manager

Quick Enrollments​

The Quick Enrollment tool is built for internal use by:

  • Customer Support Representatives
  • Internal Sales Agents
  • Super Admins

This tool provides more control and flexibility than the standard Enrollment Wizard.

Highlights:

  • View and enroll using all plans, even those not published to the public
  • Customize rates in real-time
  • Create new plans on the fly
  • Access to special tools and overrides (Admin only)

Enrollment Manager​

The Enrollment Manager is the operational hub for all enrollment activity in OpsAdmin. Every enrollment — regardless of how it entered the system — passes through this module.

Key Functions:

  • Manage enrollments by Status and Type
  • Search and filter by customer data, date, plan, and more
  • View detailed account information for each enrollment
  • Manually edit enrollment data when needed

Enrollment Types include:

  • Web Enrollments
  • Sales Imports
  • Legacy Imports
  • Renewals
  • Drops
  • Linked Accounts

Additional Tools in this Section:

  • Rejected Updates – Review and fix failed updates
  • Updated LDC List – Track utility-specific changes
  • Do Not Contact List – Manage customer opt-out preferences
  • On Hold Queue – Track enrollments awaiting resolution

Next Step: With enrollment workflows in place, your next focus should be on Document Management — where you’ll define the templates, triggers, and behaviors that drive enrollment communication and compliance.

Dynamic Documents and Autoresponders​

alt_text One of OpsAdmin’s most powerful features is its Dynamic Document Engine, which eliminates the need for manual letter creation or complex mail merges. Whether you’re sending regulatory documents, confirmations, or automated system notifications, OpsAdmin ensures it’s done efficiently, accurately, and at scale.

Document Manager​

The Document Manager is a foundational component of the platform. It supports two primary document formats:

  • Hard Files: Static files such as PDFs or Word documents
  • Dynamic HTML Templates: Fully customizable, data-driven templates

Each document format supports version control, ensuring proper tracking and historical recordkeeping. Document filters make it easy to organize and manage files across multiple Markets, Utilities, and Plan levels.

Dynamic Documents & Templates​

Dynamic Templates are HTML-based files that automatically render into PDF format when processed. These templates can pull real-time data using system Variables to personalize each document.

Key features include:

  • A WYSIWYG (Word-style) editor for easy formatting
  • An optional HTML editor for advanced customization
  • Dynamic variable tagging to automatically insert plan, customer, and enrollment data

This tool ensures that every document you generate is personalized, accurate, and fully aligned with the customer or regulatory need.

Autoresponders​

Autoresponders are email-based communications that are dynamically generated and managed outside of version control. They are built to:

  • Function as system-driven emails (e.g., Forgot Password, Enrollment Confirmations, Renewal Notices)
  • Convert to dynamic documents when included in document packages
  • Use “Triggers” to automatically generate and send based on specific actions or statuses in the system

Unlike standard documents, autoresponders are optimized for both email delivery and PDF conversion, making them an ideal solution for automated workflows.

Autoresponder Templates​

Autoresponder templates offer full design flexibility and support dynamic variables just like traditional documents. Templates can be:

  • Styled and formatted for email
  • Created to target specific groups or segments
  • Integrated with upcoming Source functionality for enhanced targeting and automation (currently under development)

This allows operators to deliver precise, personalized messaging at key points in the customer lifecycle.

Autoresponder Packages​

OpsAdmin allows you to bundle Autoresponders + Plan Documents into a single, printable PDF file. These Autoresponder Packages can be:

  • Sent to individual customers
  • Generated in bulk for hundreds of customers at once
  • Used to meet regulatory compliance, mass enrollment changes, or contract updates

This packaging system ensures streamlined document delivery, reduces errors, and saves time when managing large-scale document needs.

Supporting the Customer​

alt_text OpsAdmin offers a purpose-built, streamlined approach to Customer Relationship Management (CRM). While all essential customer data is tracked behind the scenes, the system provides a clean, simplified interface for Customer Service Representatives (CSRs) to resolve the most common inquiries with speed and accuracy.

Customer Support Overview​

The Customer Support section is designed to give CSRs immediate access to tools necessary for addressing high-impact support requests. From this single screen, CSRs can:

  • Calculate Early Termination Fees (ETF)

  • Confirm and finalize cancellations

  • Generate and send ETF bills by email or letter

  • Reset customer passwords

  • Initiate new enrollments directly

    Note: This interface is currently being redesigned as part of the first wave of OpsAdmin 2.0 updates.

Price Plan Updates​

CSRs can also perform Price Plan Updates from this section. This tool allows them to:

  • Process an account renewal or upgrade
  • Perform a Courtesy Plan Reassignment to accommodate rate changes

This function is especially useful when a rate adjustment is required without modifying the current contract, preserving contract terms while aligning the customer with updated pricing.

MyAccount Access​

For deeper visibility or troubleshooting, CSRs have the ability to log directly into a customer’s MyAccount profile.

From MyAccount, CSRs or customers can:

  • Review account details
  • Submit renewals
  • Update contact information
  • Access billing and usage data (if the account is active)

Customers can also access MyAccount on their own via the public website login portal, enabling them to self-manage key elements of their service.

Cancelations & ETF Handling​

One of the most frequent support requests is for document reprints, especially for historical plans. The system allows CSRs to locate and regenerate old documents quickly.

When dealing with early terminations:

  • CSRs can calculate ETF amounts with a single click
  • Generate and send ETF invoices and letters
  • Complete cancellation confirmations, triggering appropriate documents for email or print

This end-to-end process ensures a consistent and professional experience for both the customer and the CSR.

Fulfillment​

alt_text While OpsAdmin is much more than just a fulfillment tool, it's easy to see why many associate it with that function — our Letter Generation and Fulfillment system is one of the most powerful features in the platform. From printing physical letters to managing mass email campaigns, OpsAdmin makes delivering critical communications seamless and automated.

The Letter Queue​

The Letter Queue is the central hub for managing all customer documents that are scheduled for print fulfillment. Once a document is generated — whether for enrollment, cancellation, or compliance — it appears here for processing.

Key features include:

  • View and manage individual or bulk letters
  • Track the status of each letter (e.g., Generated, Printed)
  • Automatically update statuses after printing
  • Preview letters with real customer data populated
  • See which additional documents are bundled with the letter package

This area ensures operational teams can handle physical document distribution efficiently and with full visibility.

Email Queue​

The Email Manager works similarly to the Letter Queue, but for electronic communications. It automatically assembles a package that is sent to the customer via email.

Highlights of the Email Queue:

  • Uses the Autoresponder as the email body
  • Attaches relevant documents dynamically
  • Automatically places emails in a Pending status
  • Updates status once the email is sent
  • Supports previewing and test sends
  • Can CC or BCC specific OpsAdmin User Role Groups

This tool ensures timely, consistent digital delivery of key customer communications.

Reprint Documents​

The Reprint Documents module allows operators to locate and resend documents that were already sent in the past. Whether a customer has lost an email or needs a physical reprint, this tool ensures historical accuracy and operational flexibility. This is a [[Fulfillment Management]] tool.

Operators can:

  • Access original or current versions of sent documents
  • View the exact date and time the document was originally created and sent
  • Validate document content before resending
  • Send to multiple destinations if necessary (email or print)

This feature is especially useful for compliance, audits, or customer service requests, ensuring no document ever gets lost in the shuffle.

Drop Administration​

alt_text Customer retention is critical for any successful Retail Energy Provider (REP). While you won’t be able to save every customer, OpsAdmin equips you with the tools and workflows to minimize drops and maximize retention. The Drop Administration module is robust enough that it could function as a standalone system—and within OpsAdmin, it’s tightly integrated with all other operational workflows.

Drops Overview​

The Drops section acts as your central Drop Management Console, where all incoming drops are monitored, assessed, and processed. As OpsAdmin receives Drop Dates from the utility via the billing system, the system categorizes and assigns each drop based on reason codes and preconfigured rules.

From this area, operators can:

  • View and move drops between different queues
  • Track the status and stage of each dropped account
  • Assign resolution tasks or escalate as needed

The system is built to provide granular control and real-time visibility over drop activity.

Customer Retention Queue​

The Retention Queue is the first stop for drops that have the potential to be saved. Accounts are automatically placed here based on configured Reason Codes and Rules.

From the Retention Queue, CSRs can:

  • Contact the customer directly to attempt a save
  • Record Call Dispositions and Actions Taken
  • Escalate unresolved accounts to the Winback Queue for follow-up

From the Retention or Winback Queue, an account may flow into one of three paths:

  1. ETF Invoice Queue
  2. Drop Archive
  3. Re-Enroll Listing

This logical flow supports a structured and strategic approach to retention.

ETF Invoices​

When a customer drops and early termination fees apply, the [[ETF Invoice Queue]] is used to determine:

  • Whether the account should be invoiced, waived, or archived
  • How much should be charged based on the configured ETF Table, which can vary by Utility and Market

If invoicing is required:

  • The ETF amount is calculated automatically
  • An invoice letter/email is generated
  • The account is then moved to the ETF Invoice Archive
  • Corresponding documents are sent through the Letter or Email Queue

This ensures that no eligible account is missed and that compliance is maintained across markets.

Drop History, Rules & Codes​

Every drop is fully traceable. OpsAdmin records a comprehensive history log for all system actions and CSR interactions.

Drop handling is dictated by:

  • Directionality: Inbound vs. Outbound
  • Reason Code: Which defines the trigger for queue assignment

If an unfamiliar Reason Code is detected, the system will alert the Administrator, who can then assign the appropriate queue for that code. This allows for real-time adaptability and ensures that drops are always processed correctly.

Renewals​

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In addition to New Enrollments and Legacy Accounts, one of the most important parts of managing the customer lifecycle in OpsAdmin is Renewals. At the heart of renewals lies robust Contract Management, which ensures a full historical record of every enrollment and associated contract action.

Renewals & Historical Contracts​

Renewals can be triggered in multiple places within the system, providing both customer-facing and internal flexibility:

  • Directly from [[MyAccount Overview]] (by the customer or an admin)
  • Through Price Plan Update within the Customer Support tools

Once a renewal is completed:

  • The original contract is archived and preserved in the master customer record
  • Historical price plan details and associated documents are stored alongside it
  • Operators can review, retrieve, or audit any past contract or renewal event at any time

This approach provides transparency and accountability, ensuring that every change to a customer’s plan is tracked and accessible.

Renewal Notices​

Renewal Notices are among the most regulated customer communications, and OpsAdmin is designed to ensure full compliance.

Key capabilities include:

  • A dedicated interface to view which notices were sent, when they were delivered, and how (email or print)
  • Ability for operators to manually resend notices if delivery was missed or an additional copy is required
  • Integration with the Letter Queue and Email Queue to manage fulfillment and ensure documentation

With these tools, you can stay ahead of regulatory requirements and ensure that no renewal communication falls through the cracks.

System Configuration​

alt_text OpsAdmin provides a wide range of system configuration options to support your business processes, roles, and technical integrations. This area is typically used during system implementation or major operational changes and includes tools for managing user roles, department structures, logging mechanisms, and other global system settings.

User Permissions & Departments​

Access control in OpsAdmin is governed by a Role-Based Permission System. Each user is assigned to one or more Departments, and each Department has specific Permissions that define what a user can view, edit, or manage in the system.

Key concepts include:

  • User Roles: Define the specific access a user has across modules (e.g., Customer Support, Sales Import, Enrollment Wizard)
  • Departments: Group users by functional areas (e.g., Retention, Fulfillment, Billing) and streamline internal workflows
  • Permission Management: Admin users can customize what each department or role can do, down to individual screens and features

This structure ensures data security, workflow efficiency, and accountability throughout the platform.

System Logs​

OpsAdmin features an advanced logging system built for transparency, traceability, and external system interoperability.

Logging capabilities include:

  • User and System Activity Logs: Track specific actions taken within the system (e.g., document generation, plan changes, login activity)
  • Configurable Log Triggers: Define which services or system functions should be monitored, allowing admins to tailor the level of detail captured
  • External Log Integration: OpsAdmin can push log files to external systems — for example, dropping logs into a billing system to attach CSR notes directly into account records

These logs are critical for audits, issue tracking, and compliance, providing a full history of actions performed by users and background services alike.