When Crisis Strikes: How Your Energy Solutions Partner Becomes Your Lifeline 

A story of partnership, resilience, and round-the-clock support during two of Texas’s most challenging energy events 

When Hurricane Harvey’s floodwaters rose to waist-level in Houston homes and Winter Storm Uri plunged millions of Texans into darkness and freezing temperatures, energy retailers faced unprecedented challenges. For Customized Energy Solutions (CES) and its clients, these crises revealed something profound: the difference between a vendor and a true partner.

More Than Business Continuity 

During Hurricane Harvey in 2017, CES team members recall supporting clients who were literally fighting for their businesses while fighting for their homes. One client contact was working from her flooded apartment, water covering her floor, desperately trying to maintain operations. Another colleague had to be helicoptered off her roof after eight hours stranded with her diabetic husband, both in pajamas with only one shot of insulin in a plastic bag. 

“It was one of those times where you saw the real human impact,” reflects Erika Schmitt, a CES team member. “We weren’t really their vendor anymore. We were all partners trying to get through the crisis together.” 

While Harvey’s direct market impact was limited, the human toll was immense. CES teams stepped in to handle day-to-day operations, coordinate communications, and maintain business continuity while clients dealt with power outages, evacuations, and personal crises. The nasty floodwater—far from the “fresh lake water” one might imagine—destroyed first floors and displaced families for months. 

When the Grid Itself Became the Crisis 

If Harvey tested personal resilience, Winter Storm Uri in February 2021 challenged the very foundations of the Texas energy market. This wasn’t just about maintaining operations—it was about navigating unprecedented market conditions where power prices surged from $40 to $3,200 per megawatt-hour, and decisions made hour by hour meant millions of dollars in impact. 

The stakes couldn’t have been higher for Texas’s oldest and largest electric co-op generator, who filed for bankruptcy after being billed over $1.9 billion in wholesale power costs. Market participants faced multi-billion-dollar collateral calls that threatened their very existence. 

“We had global companies with US offices concerned about material risk to their entire business,” recalls Rob Abraham, CES Product Manager. “They were saying, ‘We don’t have enough money to move into ERCOT to pay these invoices.” 

Operating from Kitchen Tables and Car Batteries 

The human stories from Uri paint a vivid picture of dedication under extreme duress. One client stood around her gas burner with her children, hands over a boiling pot of water for warmth, while using her laptop on an external battery to contest a multi-billion-dollar collateral call from ERCOT. The data she needed could determine her company’s survival. 

“We told her, ‘Tell us what data you need. We can pull it for you. You don’t have to get into the system,'” the CES team recalls. “She was incredibly grateful.” 

This scene repeated across Texas as operational teams charged laptops in cars, worked by candlelight, and made critical decisions while their own families huddled for warmth. Making it even more challenging: this was February 2021, before vaccines were widely available, meaning everyone was working remotely due to COVID-19. 

The Power of Integrated Expertise 

What set CES apart during these crises wasn’t just software capabilities—it was the breadth and depth of expertise available at a moment’s notice. When ERCOT held emergency proceedings to address collateral calls, CES’s Market Intelligence team members weren’t just observing; they were helping draft policy in real-time. 

“We had first-hand information from people who were not only present at the meetings but helping create policy,” explains Schmitt. “We could opine on what we thought would happen, when rulings would come down, and what the compliance risks were of interpreting decisions certain ways.” 

This integrated approach meant CES could provide: 

• Predictive analytics on what resettlements would look like, helping clients manage cash flow 

• Ad hoc data analysis to identify gaps between utility meter readings and ERCOT settlement data 

• Custom reporting to help clients communicate with their customers about massive bill increases 

• Real-time market intelligence from teams directly involved in regulatory proceedings 

Technology That Prevented Headlines 

While some retailers made national news for sending $17,000 bills without warning, CES clients avoided these public relations disasters thanks to built-in system validations. Bills exceeding certain thresholds were automatically flagged for review, giving clients the ability to manage communications thoughtfully rather than shocking customers with astronomical charges. 

“It gave our clients an ability to manage the delivery of those bills in an automated way,” notes Schmitt. “They could clear them one at a time after review.” 

Seven Days of Foresight 

Eric Hendrick from CES’s Managed Portfolio Services team recalls that preparation began seven days before Uri’s worst impacts. “We were seeing load increase two-fold in our forecasts. We encouraged clients to get out and start putting hedges on before the market run-up.” 

Some clients heeded the warning. Others didn’t. One client declined to take CES recommendation. They eventually bought at $3,200 and had their credit line shut off. 

The Lasting Impact 

The resettlement process from Uri continued for months, with CES providing specialized reporting to help clients anticipate cash flow swings and communicate with their customers. The company’s resettlement functionality proved invaluable in navigating the complex unwinding of that week’s chaos. 

“We had customers saying, ‘We don’t know how we would have navigated this without your help,'” shares Schmitt. “The functionality in our billing system and the transparency we provided helped them retain customers despite the severe impacts.” 

Beyond Crisis Response 

While these extreme events showcase CES’s capabilities under pressure, team members emphasize that the same dedication applies to everyday challenges. Whether it’s a weather event, market volatility, or operational issue, clients know they can reach out and find partners who speak their language, understand their business, and can quickly mobilize the right expertise. 

“It’s not just about having software,” explains Abraham. “It’s about having a team that knows the client, knows the markets, and knows how to pull together the right resources when it matters most.” 

The close relationships built over years of collaboration meant that during these crises, CES team members weren’t working extra hours for faceless clients—they were supporting people they knew personally, whose businesses and livelihoods were on the line. 

A Culture of Commitment 

For younger CES team members, these crises provided a powerful lesson in company culture. Working Saturdays and Sundays, late into the evening, the team’s response went beyond contractual obligations. No one complained, especially during those first critical days, because everyone understood the magnitude of what their clients faced. 

“It was an opportunity for people on the CES team to really grow, to challenge themselves and go beyond their initial comfort zone,” reflects Schmitt. “The willingness and team spirit reinforced what it means to work here. People don’t just clock in and clock out.” 

Looking Forward 

The energy industry will undoubtedly face future challenges—whether from extreme weather, market volatility, or the ongoing energy transition. The lessons from Harvey and Uri are clear: when crisis strikes, the difference between survival and catastrophe often comes down to the strength of your partnerships and the depth of expertise you can access when every decision counts. 

As one client noted after navigating these unprecedented events: Having CES as a partner meant having a team that would stand with them through the worst conditions imaginable—from flooded offices to frozen grids, from multi-billion-dollar collateral calls to customer communications that could make or break relationships. 

In an industry where complexity is the norm and crisis can strike without warning, that partnership makes all the difference. 

CES provides comprehensive energy solutions combining deep market expertise with innovative technology. When challenges emerge—whether extreme events or everyday operations—CES stands ready to support clients with the knowledge, tools, and dedication that turn potential disasters into manageable challenges.