ZENITH Case Study

Pobuca, a renowned leader in Customer Experience solutions, was selected to design and implement a B2B CRM platform for Zenith, enabling the company to manage its large business customer portfolio with greater precision, efficiency, and commercial impact.

Company profile

Zenith is one of Greece’s leading energy companies, supplying electricity and natural gas to business customers across the country. Operating in a highly competitive and regulated market, Zenith serves approximately 400,000 B2B customers — from small businesses to large enterprises. To stay ahead in a rapidly evolving energy landscape, Zenith partnered with Pobuca to build a modern CRM infrastructure that would support smarter account management, proactive retention, and data-driven commercial decisions.

The challenge

Large B2B Portfolio:
Managing 400,000 business accounts required a scalable platform capable of handling high volumes of customer data, contracts, and interactions without compromising speed or usability.

Competitive Market Pressure:
In a deregulated energy market, customer churn is a constant risk — Zenith needed early warning signals and automated retention workflows to protect its portfolio.

Account Manager Productivity:
Sales and account teams were spending too much time on manual processes and not enough on value-added customer interactions.

Data Fragmentation:
Customer data was spread across multiple internal systems, making it difficult to build a complete picture of each account’s history, consumption, and risk profile.

Upsell & Cross-sell Opportunities:
With both electricity and gas products in its portfolio, Zenith needed a way to identify and act on cross-sell opportunities across its existing customer base.