How Onic Transformed Customer Lifecycle Management with Evam

Onic is PTCL Group's next-generation digital telco, built for the mobile-first era. With a rapidly growing subscriber base and a fully digital customer experience, spanning onboarding, plan management, recharge, and support, Onic needed more than better campaigns. It needed a CLM engine that could grow with the business.

The challenge was structural. Customer data was siloed across systems, channels operated independently with no unified journey logic, and every campaign required manual execution. Segmentation was slow, A/B testing was limited, and the result was engagement that consistently lagged behind real customer behaviour.

Onic partnered with Evam to rebuild its entire customer engagement stack from the ground up. Evam's real-time streaming architecture meant every activation, recharge, or inactivity signal triggered an immediate, personalised response, not hours later in a batch run. A no-code journey builder gave Onic's marketing team direct control over campaign logic, removing engineering dependency and cutting time-to-launch in half. And a flexible scenario engine let the team move from idea to live campaign in days, not sprints.

With Evam in place, Onic deployed behaviour-triggered journeys across every stage of the customer lifecycle, onboarding nudges for incomplete steps, recharge reminders tied to balance thresholds, win-back flows for inactive subscribers, and CX journeys linked to SIM activation and plan expiry. Systematic A/B testing across message content and send timing made every campaign progressively sharper.

The results were business-critical across every dimension: 44% overall engagement improvement, direct ARPU uplift from targeted recharge campaigns, a 2x increase in campaign turnaround speed, and 1.2% churn reduction among 90-day inactive users, with 100% of journeys running as fully automated, behaviour-driven flows.

44% Engagement Uplift: Behaviour-triggered journeys replaced static, calendar-based campaigns across the full subscriber lifecycle.

Direct ARPU Uplift: Targeted recharge campaigns drove measurable revenue impact at the subscriber level.

2× Faster Campaigns: No-code journey building eliminated engineering dependency and cut time-to-launch.

100% Automated: Every active journey runs on real-time triggers, no manual execution required.