Reconnection Fees – A Boost for Business and Customer Responsibility at Zain Jordan

Oct. 13, 2024

Reconnection Fees – A Boost for Business and Customer Responsibility at Zain Jordan

In the quest to reduce customer disconnections and drive timely bill payments, Zain Jordan introduced a reconnection fee for all consumer postpaid segments, covering both GSM and home internet services. This idea was submitted to ZAINIAC as part of Zain Jordan’s Fast Track campaign, where ideators Nazeeh Qasem and Mohammad Hammad crafted a model to encourage prompt payment by applying a reconnection fee when services are reactivated after a hard disconnection. This idea was implemented with the support of Nidaa Tahlish, the Consumer Services Collection Senior Division Leader, and Vanguard Eliana Al-Dahabi.

The new reconnection policy aims to create a double benefit: reducing the number of disconnected customers while generating an additional revenue stream from reconnection fees.

Implementation Steps and Timeline

1. System Integration of Reconnection Fees

Reconnection fees were successfully configured to automatically apply at the customer level during the next billing cycle whenever a line was reactivated after hard disconnection.
This process was managed through a seamless HR (Hard Reconnect) command for each applicable subscriber under an account, ensuring compliance across all Zain Jordan consumer and SME segments with a few exceptions.

2. Rule-Based Fee Calculation

Specific rules and exceptions were built into the system to ensure accuracy in reconnection fee calculations. These exceptions helped address customer scenarios that warranted fee adjustments.

3. Expansive Coverage of Reconnection Channels

The reconnection process was standardized across multiple customer service channels. Whether a customer reactivated their service via Unicam, IVR, chatbot, self-service portal, or the Zain Jo App, the reconnection fee was applied.
For flexibility, a whitelist was also created to exempt certain accounts as needed, offering a tailored customer experience.

4. Customer Communication

Customer notifications played a vital role in the rollout. SMS notifications were refined to inform customers about the reconnection fee policy upon service disruption.
By clearly outlining the steps to avoid fees and settle outstanding balances, these notifications added a layer of transparency, encouraging timely payments and strengthening customer engagement.

This implementation marks a positive step in Zain Jordan’s efforts to drive financial accountability while improving customer retention. By applying the reconnection fee to all relevant channels, customers are now more inclined to pay their dues on time to avoid the hassle and additional cost of reconnection.

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Reconnection Fees – A Boost for Business and Customer Responsibility at Zain Jordan

Reconnection Fees – A Boost for Business and Customer Responsibility at Zain Jordan