concentrate its operations in densely populated urban centers, aligning with its business model, which thrives on population density. IDENTIFYING THE BULK OF ZENTRO’S SERVICE MODEL Zentro’s core business revolves around what Dobbin refers to as “bulk internet.” “Rather than selling to the individual apartment or condo unit in a building… we focus on selling to the building owner or the HOA of the condominium,” Dobbin explains. Under this unique service model, approximately 70% of Zentro’s operations involve selling internet service directly to building owners or condominium HOAs, rather than individual residents. This approach offers significant advantages for all parties involved. Residents benefit from more competitive pricing due to the bulk agreement, while HOAs and landlords find value in the ability to bundle internet into rent, charge an amenity fee, or use it as a desirable perk, similar to a gym or garbage collection. For Zentro, this streamlines its billing process by consolidating multiple units into a single bill for the landlord. Despite the bulk sales model, Dobbin explains that “the end-user is always serviced by a Zentro technician or received by the Zentro Call Center.” Regarding the remainder of Zentro’s business, while the company primarily focuses on MDUs, it also handles some commercial and retail internet services. However, across all segments, its superior customer service remains its primary competitive advantage. Zentro doesn’t waste any energy or capital trying to out-market industry giants, as it would be a pointless endeavor. Instead, the company focuses on delivering a significantly better service experience than its competitors. Emphasizing service quality over service quantity results in more responsive, genuinely concerned support from U.S.-based personnel dedicated to resolving customer issues. “We won’t stop until we fix the problem. We are obsessed with customer satisfaction. Plus, we can do better at servicing people because we understand the condo HOA or building owner more than our competitors do,” Dobbin says. 158 BUSINESS VIEW MAGAZINE VOLUME 12, ISSUE 07
RkJQdWJsaXNoZXIy MTI5MjAx