How Onic Transformed Customer Lifecycle Management with Evam

About Onic: 

Onic is a digital-first telco built for the mobile-first era. It has designed its business around seamless digital experiences, from onboarding and plan management to recharge and customer support.

Onic's subscriber base is growing fast. The challenge was no longer just to reach customers. It was to reach them at the right moment, with the right message, at the speed modern telecom demands.

The Challenge: 

Onic was scaling fast without a customer lifecycle management (CLM) foundation. Four gaps stood in the way.

Fragmented customer data. Data sat in separate systems, so Onic could not build a single view of each subscriber's behavior and journey stage.

Isolated channel operations. SMS, push and email ran independently. There was no shared journey logic and no consistent customer experience across channels.

Manual campaign dependency. Heavy manual execution made campaigns slow, hard to scale and disconnected from real-time customer signals.

Limited testing and experimentation. Segmentation was manual and A/B testing was limited, so it was hard to optimize campaigns or scale what worked.

These gaps limited Onic's ability to deliver timely, personalized engagement across onboarding, recharge, retention and win-back. They affected ARPU, churn and the growth of active subscribers.

Why Onic Chose Evam: 

Onic set out to build a real-time CLM engine for the whole customer lifecycle. The goals were to run real-time, event-based campaigns instead of static, rule-based ones, improve onboarding completion, recharge frequency and retention, cut manual effort through automation, and create a platform for fast experimentation.

Onic needed a platform that could unify fragmented data, orchestrate journeys across every channel and respond to customer behavior the moment it happened, not hours later in a batch run. Evam delivered on all three.

Real-time streaming. Every recharge, activation or inactivity signal triggers an immediate response.

No-code journey builder. Campaign control sits directly with the marketing team.

Flexible scenario engine. Onic can move from idea to live campaign in days, not sprints.

The goal was not a better campaign tool. It was a platform that could power Onic's entire customer lifecycle strategy and scale alongside it.

The Solution: 

Onic partnered with Evam to modernize its customer engagement stack. Six capabilities made the difference.

Behavior-based triggers. Evam detects usage events, balance thresholds and inactivity signals in real time and triggers personalized interventions the moment they matter.

Omnichannel orchestration. SMS, push and email now run as one journey-level flow, which removes channel silos and gives subscribers a consistent experience.

Marketing team autonomy. Drag-and-drop journey building lets Onic's teams launch, iterate and optimize campaigns without waiting for technical resources.

Systematic A/B testing. Built-in experiments on message content and send timing make every campaign sharper over time.

Visual dashboards. Real-time analytics and deep filtering give teams full visibility into journey performance, so they can decide quickly and keep optimizing.

Scalable scenario engine. Flexible scenario logic supports fast experimentation across the subscriber base, from onboarding to win-back.

Onic deployed scenarios across the subscriber lifecycle:

Onboarding. Journeys with behavior-based nudges for incomplete steps.

Recharge. Reminder and expiry campaigns triggered by usage and balance thresholds.

Win-back. Campaigns for recently churned or inactive users.

Upsell and cross-sell. Usage-based campaigns that offer relevant plans.

Customer experience. Journeys tied to SIM activation, plan expiry and failed transactions.

Continuous optimization. Dynamic, automated scenarios improved through A/B testing.

The Results: 

Onic was already running targeted campaigns across SMS, push and email, but scaling them was hard. Segmentation was manual, testing was limited and each channel worked on its own.

With automated journey orchestration, Onic moved from isolated touchpoints to connected, behavior-triggered flows. Systematic A/B testing on content and send timing sharpened every campaign over time.

The results: 

Overall engagement improved by 44%. Churn among 90-day inactive subscribers fell by 1.2%. Campaign turnaround became twice as fast. All journeys now run as behavior-driven, automated flows. Targeted recharge campaigns also delivered a direct ARPU uplift.

Campaigns now launch faster with less dependence on technical teams. Subscriber communication is more relevant at scale. Teams have full visibility into customer behavior and journey performance. Real-time flows follow the customer, not the calendar.