senior telco executives call customer experience a top priority but lack the subscriber view to act on it
consumers will pay more for a better experience, yet few telcos deliver the personalization to earn it
annual telecom churn rate, among the highest of any industry, driven by weak switching costs and generic outreach
Explore below how HCL Unica+ helps Telecom Marketing teams act across the subscriber journey, from acquisition and onboarding through retention and growth.
Billing knows what a subscriber pays. Network logs know what they consume. CRM knows what they've complained about. The app knows when they last logged in.
None of these systems talk to each other, so the profile your campaigns run on is fragmented, and fragmented profiles produce generic outreach that accelerates churn.
With Unica+, your teams can:
A subscriber initiating an MNP transfer, consistently dropping below their average data usage, or going quiet across care and digital channels is signaling intent before they act on it.
Most operators only see that signal in a weekly churn report. By then the port-out window has closed, the competitor offer has landed, and the subscriber is gone.
With Unica+, your teams can:
Subscribers make decisions faster than most campaign teams can respond. Telco campaigns run through compliance checks, suppression rules, segment logic, and channel approvals before a single message fires. Every one of those steps is rebuilt from scratch each time. By the time a churn-prevention offer clears the queue, the subscriber has already ported out.
With Unica+, your teams can:
A subscriber opens the app looking for a plan upgrade and sees the same generic banner every customer sees. Support teams have the data, purchase history, usage patterns, past complaints, but none of it reaches the moment the subscriber is actually in. The interaction feels like it's coming from a stranger, not a provider who's had their business for years.
With Unica+, your teams can:
The board wants AI, and the risk committee wants control. Both are right. Regulated telco markets cannot send subscriber data outside their premises. Most AI marketing tools force a choice between innovation and sovereignty. Every quarter spent waiting for compliance approval is a quarter a competitor spends acting on signals you already have.
With Unica+, your teams can:
Choose a focus area, explore real customer signals, and see how Unica+ turns each one into timely action.
18 months on the same handset. Half the installments paid. A competitor sale starts Friday.
When a device-financing milestone clears, HCL Unica+ surfaces a personalized upgrade path instead of a generic device ad.
Actions:
Balance hits zero at 2 PM. WhatsApp goes dark. No active pack, no app to fix it.
When a subscriber's balance runs dry, HCL Unica+ responds with a same-session rescue offer instead of silence until the next recharge.
Actions:
Same top-up. Same date. Three months running. Nobody's offered the obvious upgrade.
When spend turns predictable, HCL Unica+ offers the matching monthly plan instead of leaving the subscriber to ask for it.
Actions:
Fibre order confirmed. No mobile lines on this address. The bundle prompt isn't even there.
When a broadband-only household shows up, HCL Unica+ surfaces the bundle math instead of letting the moment pass unnoticed.
Actions:
Bundle email opened. Not clicked. Not dismissed. Just sitting there, going cold.
When a bundle offer goes cold, HCL Unica+ lowers the ask instead of repeating the same pitch.
Actions:
29 days into the trial. Coverage's been solid. Nobody's shown him the savings yet.
When a trial nears its end, HCL Unica+ shows the subscriber their own proof instead of asking them to take it on faith.
Actions:
Lands in Jakarta. Data's patchy. 15 minutes lost before the first call even starts.
When roaming signals turn into friction, HCL Unica+ steps in with setup help instead of a generic travel promo.
Actions:
Salary lands at 8 AM. Same recipient, same amount, every month. No send-home card shown today.
When a payday pattern repeats, HCL Unica+ makes the habit effortless instead of asking the subscriber to start over each time.
Actions:
Sports highlights, every night this week. Tournament weekend starts Friday. No offer shown yet.
When content interest builds, HCL Unica+ attaches one relevant offer instead of a blanket content promo.
Actions:
SIM pre-booked three weeks out. Move-in day is Monday. The queue hasn't even started yet.
When a student pre-books ahead of arrival, HCL Unica+ activates the moment she's on campus instead of making her wait in line.
Actions:
Plan downgraded months ago. Points balance untouched since. Nobody's ever mentioned them.
When loyalty points sit unused, HCL Unica+ puts them to work instead of letting them quietly expire.
Actions:
Bill spikes without warning. She walks into the store to ask why. Nobody's moved her off this plan.
When trust is at risk, HCL Unica+ leads with clarity and support instead of another offer.
Actions:
Launch faster, personalize every customer interaction, and increase brand value and loyalty across acquisition, retention, upgrades, and support with a complete subscriber engagement platform.
reduction in campaign launch time
increase in conversion rates for new customers
strong Brand Value and Loyalty
*Outcomes indicative from early-adopter benchmarks
I have got to say, HCL Unica's automation features have been a total game changer for our marketing team. We've been able to streamline our operations and free up so much more time for strategic thinking and creativity. And the analytics? Mind blowing. We're making data driven decisions that are actually driving real results. Plus, the platform is so flexible and scalable, it's been a breeze to adapt to changing market conditions and growing customer demands.
After we engaged with HCL Unica, we're able to automate a lot of the activities and go with something more robust.
With HCL Unica+, we're entering a new era, one that enhances marketers' capabilities thanks to AI, all at the service of our customers' satisfaction. The change in UX/UI enables marketing teams to focus on the performance of their campaigns, with a global and efficient vision.
HCL Unica+ is an extremely interesting evolution in the MarTech landscape. It represents a step change in the field of CX, a cutting edge approach built on top of the most mature Marketing Automation platform ever created, designed by marketers for marketers.
The automation features of HCL Unica were helpful in dealing with complex inbound and outbound marketing campaigns. The user friendly interface was easy to follow without much confusion. What I liked the most was the prompt customer care support that resolved the issues within minutes.
See how Unica+ helps telecom operators reduce churn, grow ARPU and deliver the next best experience for every subscriber.
