Automating complex processes to support growth and employee satisfaction
Since opening its doors in 1995, Zain Jordan has been at the forefront of the mobile telecommunication industry. Exceptional subscriber growth in the swiftly evolving mobile space has been driven by a commitment to using cutting-edge technology to provide unparalleled services to its subscribers. Zain Jordan is not just about connecting people; it’s about making a meaningful impact. Beyond telecommunications, Zain Jordan distinguishes itself through community initiatives, actively engaging in Corporate Social Responsibility and Corporate Entrepreneurship Responsibility programs.
Zain Jordan’s ongoing success and extensive operational landscape gave rise to a new set of challenges, particularly around the behind-the-scenes but crucial areas of compliance and governance.
Beyond the company itself, industry-wide developments also placed greater demands on Zain Jordan. Ensuring data integrity, safeguarding customer information, managing cross-border transactions, and adhering to regional regulations became both essential and increasingly time-consuming for the company’s employees. The growing expectation of instant services from customers added to the complexity.
They decided to automate many of the more burdensome and time-consuming compliance and governance processes. The goal was not just digital transformation; it was holistic operational rejuvenation. The Business Excellence team, which is part of the Governance, Risk, and Compliance Department at Zain Jordan was tasked with guiding the automation project.
“We want to keep expanding and better serving our customers, but we grew to a point where navigating our compliance and governance operations was like working our way through a maze,” said a spokesperson for the Business Excellence team. “The amalgamation of diverse data sources and the presence of ungoverned processes presented daunting governance challenges.”
Automation journey leads to operational rejuvenation
Beyond the company itself, industry-wide developments also placed greater demands on Zain Jordan. Ensuring data integrity, safeguarding customer information, managing cross-border transactions, and adhering to regional regulations became both essential and increasingly time-consuming for the company’s employees. The growing expectation of instant services from customers added to the complexity. Any delay, whether from a compliance check or a process bottleneck, risked losing customers in the highly competitive mobile telecom market.
The Business Excellence team knew Nintex by reputation and that the platform could successfully manage the automation of high-stakes compliance rules. They also appreciated that the ease of use of the platform would make the solution accessible to a broad range of Zain Jordan employees. The company could not only harness Nintex to automate a significant portion of its compliance and governance processes but could introduce machine learning and artificial intelligence to continue to optimize the structure and management of its wider operational landscape.
Automation impacts organizational culture
Elaborating on the transformation, the Business Excellence team shared, “Our alliance with Nintex wasn’t just technologically transformative; it was culturally impactful. Our teams were freed up from mundane compliance and governance paperwork and could focus on higher value work. They started operating
with enhanced confidence, knowing that our framework is robust, dependable, and agile.”
The global pandemic added another layer to the challenge as it was critical to ensure stringent compliance across remote operations. Nintex’s cloud-centric solutions were critical during that period. They guaranteed that remote teams had seamless access to core systems, irrespective of their location, without any compromise on compliance.
In international sales, where partner compliance and currency checks are intricate, Nintex streamlined additional processes. “The pre-Nintex era was full of tedious, fragmented workflows slowing us down. Post-Nintex, compliance verifications became swift, efficient, and, at the same time, far more accurate.”
Moving forward
The Business Excellence team can now see that, beyond the immediate operational enhancements, Zain Jordan’s automation journey has built new optimism in the company’s long-term growth. Their evolution illustrates how automation can streamline and improve business operations as a company expands. Zain Jordan is showcasing a future where compliance isn’t a hurdle but a unified part of the operational tapestry.
Zain Jordan’s partnership with Nintex underscores that while success may bring new challenges, thoughtful and strategic automation can mitigate growing pains so that the company can focus on climbing its next hill. As Zain Jordan continues to expand, strong results delivered from their automation platform will help achieve continued growth now and into the future.
