consumers say loyalty programs drive higher spending, yet disconnected journeys limit personalization.
what health systems stand to lose over the next decade by failing to invest in connected digital engagement.
health plan members who switch cite poor experience, specifically inconsistent communication across channels, as their reason for leaving.
Explore below how HCL Unica+ helps Healthcare Marketing teams act across the subscriber journey, from acquisition and onboarding through retention and growth.
When member data sits in separate business units, campaigns default to the lowest common denominator. Everyone gets the same email, the same reminder, the same offer.
Members see this as a sign that their health organization doesn’t know them. They disengage, and critical messages fail to reach the people who need them most.
With Unica+, your teams can:
A member belongs to one plan but hears from dozens of partner organizations, each running its own calendar with no view of what the others sent.
Every one of those messages counts against you. Duplicate contact and conflicting instructions land as the same verdict, that this plan cannot keep its story straight.
With Unica+, your teams can:
A member starts booking an appointment, hits a timeout or an error they can’t resolve, and closes the tab. No one is alerted. The appointment goes unbooked, and the schedule runs light.
The member doesn’t file a complaint. They simply decide the organization is difficult to deal with and the next time they need care, they may look elsewhere.
With Unica+, your teams can:
Retail purchase history sits in one system and prescription records in another, so nobody is watching the cycle close. The reminder goes out late, or never.
By then, the member has filled somewhere more convenient, and the repeat relationship that makes a pharmacy profitable never forms.
With Unica+, your teams can:
Clinical systems know who is due for a screening or an annual visit. That list goes out as one batch message, unchanged by who already booked.
Members who complied get reminded anyway. Non-responders get the same message twice. Outreach meant to build trust erodes it.
With Unica+, your teams can:
Choose a focus area, explore real member signals, and see how Unica+ turns each one into timely action as a comprehensive healthcare customer engagement platform.
Renewal is near. The member may be eligible for better coverage, added benefits or savings.
When renewal opens, HCL Unica+ helps show plan value, eligible benefits and next best options.
Actions:
A member checks a service that may not be covered. The gap should not appear only at care time.
When a member holds only base cover, HCL Unica+ shows them what is missing instead of a blanket product promo.
Actions:
Enrolled in January. Digital ID never opened. Not one benefit used since.
When a new member never activates, HCL Unica+ walks them into first use instead of waiting for renewal.
Actions:
A patient starts booking an appointment but leaves before confirming. The care needs stays open.
When a booking is abandoned, HCL Unica+ brings the patient back to where they stopped instead of losing the slot in silence.
Actions:
A program reminder went out Monday to everyone. He booked on Sunday. Reminded anyway.
When outreach runs as a batch, HCL Unica+ reads what the member already did instead of sending the same message to all of them.
Actions:
A member visits the same service page again and again, but no appointment or support action follows
When intent shows on the portal, HCL Unica+ responds in the session instead of waiting for the next campaign cycle.
Actions:
A patient completes a consultation and receives a prescription. The next step is left to them.
When a prescription is created after an appointment, HCL Unica+ can connect with hospital or pharmacy systems to trigger a medicine order.
Actions:
Due date came and went. Nothing collected. The reminder was the only attempt.
When a refill lapses, HCL Unica+ changes the approach instead of repeating the same message.
Actions:
Customer abandoned the cart. So Unica+ sent a prompt that un-used points will help save 10%. Order now.
When loyalty points go unused, HCL Unica+ ties them to the next collection instead of letting them expire quietly.
Actions:
Test booked for Tuesday. Fasting required. The confirmation said nothing about it.
When a test is booked, HCL Unica+ sends the preparation the test actually needs instead of a generic confirmation.
Actions:
Report downloaded on Friday. No consultation prompt or next step follows
When a result lands, HCL Unica+ points to the next step instead of ending at the download.
Actions:
Full health check last March. Instead of only sending a reminder, the next package can be personalized.
When an annual health cycle returns, HCL Unica+ can build a preventive care journey with relevant package suggestions.
Actions:
Connect patient data, orchestrate personalized care journeys, and deliver timely communications across every touchpoint to improve engagement and operational efficiency.
reduction in campaign launch time
increase in conversion rates for new customers
customer records – Handling scale
*Outcomes indicative from early-adopter benchmarks
The age of random applications of AI, automation, and data is over, as customers and marketers alike have heightened expectations for engagement, rich with intentionality and notable outcomes. CMOs and their teams deserve marketing technologies that meet this new era of intelligence head-on with platforms that deliver context and understanding of both the customer and the business, drawing from data and insights from across the organization and across the digital and physical reality of the customer.”
VP & Principal Analyst, Constellation Research
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.”
Head of Marketing, Digital & Customer Relationship, MACIF - Leading French Insurance Company
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.”
Chief Executive Officer, Purple Square
