India’s digital-first landscape has transformed the way enterprises think about customer journeys. With more than a billion mobile subscribers and hundreds of millions of WhatsApp users, customer interactions are no longer limited to traditional touchpoints like SMS or email. Enterprises that continue to operate in silos face fragmented conversations, duplicated messages, and poor customer retention. In contrast, adopting an omnichannel approach powered by Times Mobile and MoEngage ensures every interaction whether on SMS, WhatsApp, RCS, or email is part of one seamless, contextual journey. This is not just customer communication; it is customer orchestration designed for enterprise-scale growth.
In a digital world where every interaction counts, brands aiming to build stronger relationships with customers must communicate in personalised ways. Times Mobile has formed a strategic partnership with MoEngage, a top customer engagement platform that uses insights to drive engagement. Together, we are helping businesses reach their customers better through India’s two most impactful messaging channels: SMS and WhatsApp Business.
Why This Partnership Is Important
Many organizations confuse multichannel with omnichannel. Multichannel communication simply means being present across platforms, but each channel functions independently without sharing context. This often forces customers to repeat themselves or deal with inconsistent experiences. Omnichannel, on the other hand, unifies every touchpoint under a single customer identity. With Times Mobile and MoEngage, enterprises can orchestrate conversations where a customer who starts on WhatsApp, continues via SMS, and completes the journey over email still experiences a single, connected thread. This ability to synchronize identity, consent, and engagement across channels is what drives higher lifetime value and enterprise success.
- Key Elements of the Strategic Alliance
Recent industry research shows that consumers’ tastes are changing:
- Over 75% of Indian customers now prefer WhatsApp for business communication
- SMS remains highly effective with a 98% open rate within minutes of delivery
India’s business messaging landscape is shifting fast: RCS (Rich Communication Services) is emerging as a major value channel alongside WhatsApp. Enterprises are increasingly adopting RCS because it delivers rich media experiences, interactive elements, and higher engagement than plain SMS—while being cheaper than WhatsApp in many use cases. RCS messages in India are achieving delivery rates above 98% and read rates between 35-70%, with click-through rates often three to four times higher than SMS. As smartphone adoption increases, especially Android devices, RCS is positioned to capture a substantial share of message volumes from SMS during sales events like Black Friday and Cyber Monday. Indian businesses that integrate RCS alongside SMS and WhatsApp are already seeing stronger brand trust and better campaign performance.
With this partnership, businesses can send personalised, real-time campaigns that are more relevant, responsive, and impactful. Combining MoEngage’s intelligent engagement platform with Times Mobile’s secure, high-volume messaging infrastructure, you can elevate your marketing strategies.
- Benefits for Brands In Different Industries
Enterprises in India are already leveraging omnichannel strategies to solve industry-specific challenges. BFSI institutions use SMS and WhatsApp flows for loan approvals, EMI reminders, and fraud alerts while ensuring compliance with TRAI and RBI guidelines. Retail and eCommerce brands integrate personalized cart recovery and flash sale alerts through WhatsApp and RCS, driving faster conversions during peak shopping seasons. In travel and hospitality, real-time updates such as itinerary changes, boarding passes, and hotel check-in links are delivered across channels, ensuring zero disruption in the customer journey. Healthcare providers are also using omnichannel communication for appointment scheduling, lab report sharing, and telemedicine support. Each of these use cases highlights how Times Mobile and MoEngage help enterprises deliver reliable, contextual, and measurable customer experiences.
Slow replies cause 73% of users to abandon the other platforms, and as a result, brands across industries are adopting mobile-first engagement strategies. Here’s how it works:
● WhatsApp Catalogues, which are accessed over 40 million times a month, are an excellent way for retailers and e-commerce sites to showcase their products, promote sales, track orders, and recover abandoned carts.
● In healthcare, WhatsApp works great in providing appointment reminders and health updates, the two main reasons why 50% of users contact them.
● In the travel and hospitality sector, timing is everything. Brands can send travel deals or booking confirmations exactly when users are exploring destinations.
● For media and publishing, real-time content recommendations based on browsing behaviour can keep audiences engaged.
● For financial services, sending customised messages about deals or policy changes builds trust and improves users’ experience.
This move towards WhatsApp engagement results in higher customer satisfaction, stronger brand loyalty, and improved conversion rates. So, when are you changing your marketing plans?
Compliance and Data Privacy
Trust and compliance are the backbone of customer communication. In India, where the Digital Personal Data Protection (DPDP) Act and TRAI’s SMS regulations are reshaping enterprise outreach, businesses cannot afford non-compliance. Times Mobile ensures that every interaction whether via WhatsApp templates, SMS campaigns, or RCS messages adheres to regulatory requirements while safeguarding customer data. By embedding consent checks, DLT compliance, and template governance into the communication workflow, enterprises can scale their campaigns confidently without risking penalties or reputational damage.
WhatsApp is outperforming both email and SMS in open and click rates in multiple markets, including India. While traditional email and SMS often see open rates in the 20-25% range, WhatsApp messages routinely record open rates around 95-98%. Click-through or conversion metrics for WhatsApp are significantly higher some reports put them at 45-60% when message content is interactive, relevant, or includes rich media. These differences make WhatsApp automation not a luxury, but a necessity for brands looking to maximize engagement and ROI.
About TimesMobile
Times Mobile is one of India’s best CPaaS (Communication Platform as a Service) providers. It enables businesses to connect with their customers through SMS, RCS, and WhatsApp Business. As a part of the Times Internet ecosystem, it offers secure and scalable messaging solutions to over 150 brands. The infrastructure ensures real-time, enterprise-grade communication systems that businesses can rely on. Want to know more?
Tape here: www.timesmobile.in.
Times Mobile’s strategic collaboration with MoEngage has unlocked unique value for brands by combining localized scale with personalization intelligence. Times Mobile brings telco-grade deliverability, regulatory compliance (DLT, TRAI), and wide reach across SMS and WhatsApp. MoEngage contributes predictive AI, content recommendations, and omnichannel orchestration. Together, they empower brands to deploy hyper-personalized campaigns that send the right message via the right channel at the right time whether through SMS for reach or WhatsApp or RCS for richer interaction without sacrificing consistency or compliance. This joint capability is now an industry benchmark for customer communication in India.
About MoEngage
MoEngage’s platform goes beyond campaign automation. It enables connected content that dynamically personalizes every outbound message with customer-specific data, ensuring relevance at scale. For enterprises in India, this means sending offers that reflect local preferences, festive shopping behavior, or geo-targeted promotions. In addition, MoEngage supports RCS campaigns that allow businesses to deliver rich media messages such as product carousels, clickable buttons, and payment links directly in the customer’s default messaging app. When combined with Times Mobile’s messaging infrastructure, these capabilities transform engagement from simple notifications into immersive experiences that drive conversions.
MoEngage is an insights-led customer engagement platform, trusted by more than 1,000 brands in 35+ countries. The platform delivers over 50 billion messages every month via push notifications, emails, RCS, SMS, in-app messages, web, and WhatsApp. Endorsed by Gartner, Forrester, and G2, it helps brands deliver highly personalised experiences on a large scale.
Learn more: www.moengage.com
One of the biggest advantages of omnichannel orchestration is the ability to measure results in real time. Times Mobile and MoEngage provide enterprises with dashboards that track open rates, click-through rates, conversion funnels, and even customer lifetime value across multiple channels. This unified view eliminates vanity metrics and enables decision-makers to see exactly which campaign, channel, or trigger is delivering ROI. For enterprises focused on efficiency and growth, these insights translate into smarter resource allocation and better campaign performance over time.
Conclusion
The future of enterprise communication in India is not about choosing between SMS, WhatsApp, RCS, or email. It is about orchestrating all these channels into one unified experience that respects customer context, consent, and convenience. Enterprises that adopt an omnichannel approach with Times Mobile and MoEngage are not just improving communication they are building long-term customer trust, enhancing operational efficiency, and unlocking measurable business growth. In a market where customer expectations evolve rapidly, this unified strategy is no longer optional; it is the foundation of enterprise success.
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