Zain Bahrain, the most innovative telecom operator in the Kingdom, reflects on the achievements the company has accomplished during the year 2015.
“We are extremely thrilled with the developments and proud of achievements accomplished as an organization in the year 2015,” commented Zain Bahrain’s General Manager, Mr. Mohammed Zainalabedin. “This year, we have focused our efforts to develop services and packages that better suit the needs of customers,” he said.
“Zain Bahrain strives to provide best in class customer experience to its customers, and we have launched a series of customer experience initiatives throughout the year to provide added convenience, empowerment and ease to our customers in their interactions with us,” he added.
“We have also focused our efforts this year in giving back and supporting the community and we will continue to partner the process of progress and change in the Kingdom of Bahrain. We see ourselves at Zain Bahrain as an important community partner, benefactor and a stakeholder in Bahrain’s future prosperity.” he further added.
Products & Services
Some of the key operational and commercial achievements accomplished throughout the year include the operator’s unveiling of the first personalized home broadband packages “The Big Gigs Family”. Aimed to fit the diverse needs of all internet users, the home broadband packages feature ultra-fast 4G LTE technology, generous data thresholds and free 4G LTE router or MiFi devices.
Zain Bahrain also launched the ‘Dangerous Prepaid’ offer, further adding value to its existing line-up of packages. The first-of-its-kind offer that comes with a number of benefits including free calls to Zain Bahrain and other local operators, generous data thresholds along with free international calls.
In addition, Zain Bahrain launched an exciting new campaign under the theme of ‘Addicted to Data’. The new offer is in line with the company’s commitment to offer value-driven services for its consumers. The ‘Addicted to Data’ campaign reinforces the operator’s home broadband packagers better known as ‘The Big Gigs’ Package.
The operator has also introduced a series of customized enterprise solutions for business customers, specifically tailoring packages and services according to client needs and requirements on mobility, connectivity and broadband.
Zain Bahrain kicked off a series of initiatives aimed at providing customers with a superior experience.
Further strengthening its retail network, Zain Bahrain unveiled its new state-of-the-art experience flagship store located in Bahrain City Centre. The launch echoed the company’s long-term growth strategy and vision to provide the most innovative services and products, and create a truly advanced customer experience.
A new Customer Visit Management system was introduced across all 21 Zain’s retail experience shops designed to create quicker and seamless access sales and service. Zain also introduced ‘Smart Desk’ within four of its retail branches. The customer-focused solution aims to provide Zain customers with walk-in technical support related to devices and services provided by the operator.
Zain Bahrain has also launched an automated feedback solution whereby customer experience is measured on a real time basis on every customer interaction across multiple touch points. This innovative solution serves as precise means to measure and rate customer feedback and a proactive mechanism in which customer feedback is translated into real company wide actions for enhancing customer delight and overall experience.
New Self-service tools were also introduced to provide more empowerment and convenience to customers in their interactions with Zain, including Live Customer Services, Chat, booking retail visits on-line, enhancements of Zain’s popular mobile application and IVR. Zain’s “Voice Of Customer Day”, a program focused on allowing members of Senior Management to step into front-liner shoes and have direct contact with customers via the operator’s retail shops, contact center and back office was also a resonating success.
Zain Bahrain also announced a partnership in April, which saw Ericsson’s Radio Dot System deployed in the Kingdom. The solution was implemented in Zain’s state-of-the-art Network Operation Center. It was one of the first implementations in the region and demonstrated the solution’s ability to cater for the fast-growing demand for data traffic of the consumers.
The operator also announced a long term partnership with the British School of Bahrain, providing them with dedicated high speed internet access and a wide range of benefits. Zain Bahrain has also signed a major telecom agreement with Bahrain Public Transport, powering up all buses with Zain’s 4G data connectivity as well as providing mobility, high speed dedicated internet access, local and global connectivity solutions. This partnership goes in line with Zain Bahrain’s strategy to cater to the needs of the wider business community in the Kingdom of Bahrain. Other agreements to provide B2B mobility, broadband and connectivity services have been successfully signed with leading financial institutions, hospitality groups and multi-national organizations, establishing Zain as a full-fledged telecom provider in the Kingdom of Bahrain.
Strengthening its ties with the expatriate community, Zain Bahrain announced a partnership with the National Finance and Exchange Company (NAFEX), one of the leading providers of foreign exchange services in the Kingdom. NAFEX customers receive special telecom incentives and benefits from Zain, with every money remittance they make in any of the company’s widely spread branches.
The fifth annual Zain Technology Conference (ZTC) was held in Bahrain last month, hosted by Zain Bahrain. The theme of this year’s Conference was ‘Transforming Our World’, reflecting Zain’s strategic aspirations of delivering on a compelling digital lifestyle to its customers. The three-day packed event reflected one of the biggest technology exhibitions held in the Kingdom, with over 65 global technology providers and vendors participating and showcasing their latest digital innovations and technologies.
The operator also announced the launch of the second National Mobile Phone and e-Waste Recycling Campaign under the patronage of the Supreme Council for Environment (SCE), with the outreach support of the United Nations Industrial Development Organization (UNIDO) and the United Nations Development Programme (UNDP).
In line with its Corporate Social Responsibility strategy, Zain Bahrain launched a portable phone booth that offered free international calls to benefit the expatriate community. The booth was relocated on a weekly basis across key locations in the Kingdom, offering members of the community free international calls to both landline and mobile numbers.
Zain Bahrain launched a series of outreach programs in Ramadhan under the theme of, ‘Enrich Your Ramadan’. Initiatives included the launch of a tailor-made package for individuals with special needs and a Ghabga in collaboration with Bahrain Mobility Institute.
Students joined the 2015 Summer Training Program under Zain Bahrain’s Future University Network (F.U.N) initiative. The unique training program provides university undergraduates with the opportunity to gain valuable and real-life workplace experience through different specialized human development programs.
Under the patronage of HH Sheikh Nasser bin Hamad Al Khalifa, Chairman of the Board of trustees to the Royal Charity Organization, Zain Bahrain celebrated the 12th edition of its ‘Back to School’ project by distributing 20,000 bags to charities around the kingdom.
Awards and Certifications
The General Manager of Zain Bahrain, Mohammed Zainalabedin, was awarded during the prestigious Annual Labor Awards ceremony organized by the Ministry of Labor, which came in appreciation of Mr. Zainalabedin’s role and outstanding efforts in providing a rewarding work environment along with on-going training and development initiatives for Bahraini workforce.
Most recently, the operator has been awarded the “Middle East Customer Experience Program of the Year” and “Best Customer Experience Brand Strategy” as part of the Middle East CX 2015 Conference, held by Insights in Dubai, UAE. The judges sought to uncover innovation, engineered from reliable business data and how companies Customer Experience program was designed to deliver a differentiated customer experience to its customers.
In line with its outreach program, Zain Bahrain was a ‘Zone Sponsor’ of Al Riwaq’s ‘The Nest’, a local market held in Block 338 showcasing the latest talents from Bahrain and the region.
The operator also sponsored the first Ironman 70.3 Middle East Championship Bahrain, held under the patronage of His Highness Shaikh Nasser bin Hamad Al Khalifa, Chairman of the Supreme Council for Youth and Sports and President of Bahrain Olympic Committee.