DEPA Case Study
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Pobuca, a renowned leader in Customer Experience solutions, was selected to design and implement a B2B CRM platform for DEPA, enabling smarter account management and data-driven customer engagement across four countries.
Company profile
DEPA (Public Gas Corporation of Greece) is one of the leading natural gas suppliers in Southeast Europe, serving business customers across Greece, Bulgaria, Romania, and Hungary. With a large and complex B2B customer base spanning industrial, commercial, and institutional clients, DEPA recognized the need for a modern CRM solution to manage relationships, streamline operations, and drive retention at scale.
The challenge
B2B Complexity: Managing relationships with approximately 10,000 business customers across multiple markets, each with distinct contract structures, consumption profiles, and service needs.
Multi-country Operations: Coordinating customer data and account management across four different countries with varying regulatory and business environments.
Lack of Visibility: Without a unified platform, account teams had limited insight into customer history, interactions, and risk signals — making proactive account management nearly impossible.
Data Silos: Customer information was fragmented across legacy systems, spreadsheets, and regional teams, preventing a single view of the customer.
Retention & Churn Risk: In a competitive energy market, identifying at-risk accounts early and acting on them was critical to protecting revenue.