Support Portal

Simplify customer account management, communication and HAN interaction.

Managing customer accounts and interacting with customers and their Home Area Networks (HAN) is essential to the success of Smart Energy programs and Demand Response events. The Tendril Support Portal application simplifies account management, communication, and HAN interaction without risking or retooling the entire back-office and networking architecture. With the Tendril Support Portal, energy service providers can more tightly manage the customer experience to improve participation in energy management programs. For deregulated energy service providers, the application can be used to gain a competitive advantage by making it easier to interact and communicate with customers and improve customer relations. Access to the Support Portal is secure, requiring a logon ID and password. With the Tendril Support Portal, utility administrators or developers can:

Ascertain the health of customer networks quickly and easily
Manage users’ accounts and device specific parameters such as duty cycle and minimum run time
Send text messages to one or more users
Assign HAN devices to Utility Enrollment Groups (UEGs) by network-ID and device-ID
Assign HAN at the household level to Logical Groups by a variety of attributes including zip code, residence ID, meter number, etc.
View a HAN dashboard, which displays high-level statistics about registered and unregistered users who are managed on the platform server instance
Manage customer accounts more easily

Using the Tendril Support Portal, energy service providers can find an existing customer’s settings with one of the following identifiers:

Customer-ID: Your unique utility identifier for the customer’s residence, ie premise, service, or meter number
Email Address: The email associated with the user’s account when it was created
Gateway ID: The identifier for the user’s Tendril Transport device. Once the user has been found, the account password can be changed, or the user can be unregistered from participating in a Smart Energy program