Plan Management Process

Introduction

This process explains how Member Care agents handle plan requests on a Virgin Mobile number: renewing a plan before it expires, activating a new plan, clearing an active plan, and adding a plan to a line that has no active plan. All plan actions are performed in ESKA CRM after the customer has been verified, and the customer must always be told what will happen to their remaining benefits before any change is submitted.

Renew Plan Process

Renewal means subscribing again before the current plan reaches its expiry date, either to the same plan or to a different one. The new plan starts immediately on the renewal date and a new validity period is counted from that day.

1. Customer Verification

• Confirm Customer Information: Verify the customer’s mobile number and the ID number registered under the number.
• Additional Verification: If the customer does not know their ID number, ask two flexible verification questions, Such as: Date of birth , Wallet balance , Last recharge date , Currently activated plan

2. Identify the Customer Request

If the customer already has an active plan and wants to renew the same or a different plan before the current plan expires:

• Renewal Confirmation: Inform the customer that any remaining minutes or GB from the current plan will not be carried forward. The remaining benefits will be removed, and the new plan benefits will be activated.
• Booster Recommendation: If the customer only needs additional minutes or data and their current plan is still valid, recommend a booster instead of renewing the plan. A booster adds extra minutes or data to the current plan.
• Upgrade Plan Recommendation: If the customer needs more benefits, recommend upgrading to a higher plan. The customer will only pay the price difference for the upgrade.

New Plan Activation

• Understand Customer Needs: Ask the customer about their usage and requirements, then recommend the most suitable plan.
• Specify Plan: Confirm which plan the customer would like to activate, including the plan name, price and validity, and repeat these details back to the customer before proceeding.
• Check Current Plan: Review the Plans tab in ESKA CRM to see whether the customer already has an active plan, its expiry date and its remaining benefits, so you can explain exactly what will change.
• Confirm Payment Source: Ask whether the plan will be paid from the wallet balance or by card through the Virgin Mobile app, and check the current wallet balance in ESKA CRM.

1. Explain Plan Details & Check Eligibility

• Plan Details: Explain the plan price and state whether 15% VAT is included, then explain the validity, data, local and international minutes, SMS and any included subscriptions.
• Eligibility: Confirm in ESKA CRM that the number status is In Use or Cooling. Numbers that are Cold, Frozen, Blocked or Terminated cannot receive a plan until the status is resolved.
• Subscription Type: Make sure the plan matches the customer’s subscription type and ID type. Some plans are available only to Saudi nationals, residents with an Iqama or visitors.
• Restrictions: Check for open plan requests, a pending port-out or an active data sharing group, as these can block or affect the activation.

4. Check Activation Method

Agree with the customer on how the plan will be activated:

• Wallet Balance: If the wallet balance covers the full plan price, the agent can activate the plan directly from ESKA CRM.
• Insufficient Balance: If the balance is not enough, ask the customer to recharge through the Virgin Mobile app, a recharge voucher or a bank app, then continue once the recharge appears in ESKA CRM.
• Self-Service: The customer can also activate the plan through Virgin Mobile app > Plans > Select Plan > Buy Now, or through the *100# menu.

5. Process the Activation Through ESKA CRM

1. Open the customer profile in ESKA CRM and go to the Plans tab.
2. Select Renew or Change Plan, choose the plan agreed with the customer and select Wallet as the payment source.
3. Read the on-screen confirmation message to the customer, including that the remaining benefits of the current plan will be removed.
4. Submit the request and wait for the status to change to Completed. If the request fails or stays Pending for more than 15 minutes, check the order in Nobil and raise a Complaint TKT.

6. Provide Confirmation

• Confirm Activation: Tell the customer the plan is active and give the new expiry date shown in ESKA CRM.
• Confirmation SMS: Inform the customer that an SMS with the plan details will be sent, and that benefits can be checked in the Virgin Mobile app or by dialing *100#.
• Document the Call: Add an interaction note in ESKA CRM with the plan name, price and request number, and select the correct Call Reason.

Clear Plan Process

Clear Plan removes the customer’s current active plan and all its remaining benefits immediately. It is used when the customer wants to stop a plan before its expiry date, for example to move to a different plan type, or when a plan was activated by mistake. Clearing a plan cannot be reversed and the remaining plan value is not refunded to the wallet.

1. Customer Verification

• Confirm Customer Information: Verify the customer’s mobile number and the ID number registered under the number.
• Additional Verification: If the customer does not know their ID number, ask two flexible verification questions, Such as: Date of birth , Wallet balance , Last recharge date , Currently activated plan

2. Understand the Customer’s Request

• Reason for Clearing: Ask why the customer wants to clear the plan. If the goal is a bigger plan, offer Upgrade Plan instead, because the customer pays only the price difference and the plan stays active.
• Auto-Renewal: If the customer only wants to stop the plan from renewing next cycle, switch off auto-renewal instead of clearing the plan. The customer keeps the benefits until the expiry date.
• Explain the Impact: Make sure the customer understands that all remaining minutes, data and SMS will be removed at once, that no refund applies, and that any usage afterwards will be charged from the wallet at out-of-bundle rates.

3. Process Clear Plan Through ESKA

1. In ESKA CRM, open the Plans tab and select the active plan.
2. Choose Clear Plan and select the clearing reason given by the customer.
3. Read the warning message to the customer and get a clear verbal confirmation before submitting.
4. Submit the request and confirm that the plan no longer shows as Active. If it is still active after 15 minutes, check the order status in Nobil.

4. Provide Confirmation

• Confirm Removal: Tell the customer the plan has been cleared and that a confirmation SMS will be sent.
• Next Steps: If the customer wants a new plan, continue with the Add New Plan steps below during the same call.
• Document the Call: Record the cleared plan, the reason and the customer’s confirmation in the ESKA CRM interaction note.

Add New Plan

Add New Plan is used when the number has no active plan, for example after the previous plan expired or was cleared, and the customer wants to subscribe to a plan. The plan starts immediately after a successful payment.

1. Check Line Status and Wallet Balance

• Line Status: Confirm the number is In Use or Cooling. A number in Cooling returns to In Use automatically once the plan is added.
• Wallet Balance: Check that the wallet balance covers the plan price. If it does not, guide the customer to recharge first.
• Plan Choice: Recommend a plan based on the customer’s usage and confirm the plan name, price and validity.

2. Add the Plan Through ESKA CRM

1. Open the Plans tab in ESKA CRM and select Add Plan.
2. Choose the plan and select Wallet as the payment source.
3. Confirm the details with the customer and submit the request.
4. Check that the plan shows as Active with the correct expiry date.

3. Provide Confirmation

Confirm the plan name, benefits and expiry date to the customer, mention the confirmation SMS, and record the request number in the interaction note.

Auto-Renewal

• How It Works: When auto-renewal is on, the same plan renews on its expiry date if the wallet balance or the saved card covers the price.
• Failed Renewal: If the balance is insufficient, the plan expires and any usage is charged from the wallet at out-of-bundle rates. The customer receives a reminder SMS before the expiry date.
• Turning It On or Off: The customer can manage auto-renewal from Virgin Mobile app > Plans > Manage, or the agent can change it from the Plans tab in ESKA CRM.

Complaint TKT

Raise a ticket in Zammad when a plan request fails in ESKA CRM, the plan was charged but not activated, benefits are missing after activation, or a plan was renewed or cleared without the customer’s request.

Group	Member Care Back Office
Category	Plans
Sub-Category	Plan Activation Failure / Charged Not Activated / Missing Benefits
Required Information	Mobile number, plan name, request number, date and time, amount charged, screenshot of the ESKA CRM error
SLA	24 hours

Call Reason

Call Reason 1	Call Reason 2	Call Reason 3
Request	Plans	Plan Renewal
Request	Plans	Plan Activation
Request	Plans	Clear Plan
Complaint	Plans	Plan Not Activated