Effective partnerships between these two departments can drive efficiency, improve service delivery, and ensure that challenges are addressed swiftly and strategically. For energy retailers, understanding the importance of this collaboration is essential to thrive in an evolving market. Here’s a breakdown of how business and IT can work together to drive success in the retail energy space, with insights shared during the 2025 Xperience Live event.
One of the key takeaways from our user conference was the scale and complexity of the ERCOT retail market, which serves as a vital hub for competitive energy retailing. Key facts include:
The market is further complicated by the involvement of over 170 competitive Load Serving Entities (LSEs), representing more than 50 independent organizations. On top of this, the MarkeTrak system handles approximately 170,000 issues per year related to discrepancies between market participants, requiring constant attention and resolution.
With such a large and complex system, it is clear that the strength of both business and IT teams is tested daily, and the need for effective collaboration is paramount.
Both business and IT teams face their unique set of challenges:
However, when these teams collaborate, they can find innovative solutions that bridge the gap between operational hurdles and long-term goals. Creating an atmosphere where mutual understanding is the foundation allows for continuous improvement—even if the process is gradual.
Effective collaboration requires a few key principles:
Transparency: Both teams must stay informed of each other's challenges. For example, IT alert notificationsrelated to service disruptions should be shared with business teams so they can prepare and respond accordingly.
Self-Service Tools: Business teams often face bottlenecks when they rely on IT for routine queries. Providing training and access to self-service tools allows business teams to address their needs directly without needing to go through IT every time, speeding up the overall process.
Upskilling: Business teams can be empowered by removing gatekeeping and encouraging them to learn about the toolsets available to solve problems themselves. This fosters greater independence and efficiency within the team, ultimately improving business agility.
Effective collaboration extends beyond internal team dynamics and involves external interactions as well:
Internal Collaboration: Transparency between teams, self-service tools, and upskilling are all essential strategies within the organization. But collaboration doesn't stop there. Business teams should be empowered to independently manage certain tasks, making processes smoother and more efficient.
External Collaboration with ERCOT: For energy retailers, external interactions are just as important. ERCOT provides a developer portal (https://developer.ercot.com), where market participants can access a one-stop repository for all external-facing applications and API specifications. The portal also features a public discussion forum where both ERCOT developers and external stakeholders can collaborate and share ideas to help improve systems and processes.
Furthermore, stakeholder meetings and working groups like the Retail Market Subcommittee provide a platform for ongoing discussions about industry challenges and opportunities. These groups ensure that everyone in the market has a voice in shaping its future.
Looking to the future, the collaboration between business and IT teams offers long-term benefits for energy retailers:
As the retail energy market continues to evolve, the need for business and IT teams to collaborate will only grow. Retailers that invest in fostering strong partnerships between these teams will not only stay ahead of industry changes but will also be better positioned to meet the demands of their customers and stakeholders.
Looking ahead, energy retailers must focus on building agility into their teams, embracing new technologies, and fostering a culture of continuous improvement. Whether it’s through self-service tools, transparent communication, or upskilling, these strategies will help position retailers to thrive in a highly competitive market.
In an ever-changing energy landscape, the ability to navigate challenges and stay ahead of the curve hinges on strong business and IT collaboration. By sharing insights, leveraging technology, and fostering a culture of transparency and continuous learning, energy retailers can unlock new opportunities, streamline operations, and better serve their customers.
If you're looking to enhance collaboration within your organization, start by prioritizing transparency, empowering your teams with self-service tools, and leveraging external resources like the ERCOT Developer Portal. Together, these steps will help create a more efficient, responsive, and resilient business model that can adapt to future changes in the retail energy market.