Case Study: Cashfloat (Engage)
Cashfloat, the consumer-facing brand of London-based lender Western Circle, issues 1,500 short-term loans every month and supports hundreds of thousands of applicants through its brokerage platform. Communication is central to every stage of the customer journey – from application checks to verification and repayment. To improve efficiency, ensure consistent messaging and introduce a more structured process, Cashfloat implemented Aryza Engage as the core platform for SMS and future WhatsApp communication.
Situation
Cashfloat employs 30 staff and develops all core technology in-house; the contact centre has 11 agents working across several departments and manages thousands of conversations every month.
Before the implementation of Aryza Engage, outbound customer messaging was handled manually. Agents sent individual SMS templates one by one, without automated workflows, structured follow-ups or analytics. This created operational pressure, slowed down communication and made it difficult to maintain consistency at scale.
As customer expectations shifted towards faster, clearer and always-available messaging channels, Cashfloat needed a more efficient communication model.
Task
Strategic goals:
- Increase efficiency by reducing manual outbound messaging and freeing agents to focus on complex cases.
- Introduce system-led communication that could support automation at scale, paving the way for future bots on SMS and WhatsApp.
- Gain clearer insight into customer behaviour, identify friction points in the journey and continuously refine messaging patterns.
Action
Cashfloat implemented Aryza Engage as the central communication platform for all outbound and agent-led SMS.
In the past three months alone, the team has sent more than 8,000 SMS messages to several thousand customers through Engage.
A key benefit has been the shift towards structured automation: over 70% of all outbound SMS are now system-initiated via automated workflows, ensuring consistent messaging and reducing manual effort substantially.
On a typical day, Cashfloat now manages well over 100 automated and agent-led conversations, giving the team a reliable overview of communication volumes and patterns.
Cashfloat is also implementing a new WhatsApp strategy using Aryza’s OTP-first verification flow. This approach is expected to significantly reduce the risk of channel blocks and enable more detailed customer interactions. The OTP workflow is scheduled to go live shortly.
During onboarding and development, Cashfloat reports excellent support from Aryza’s implementation team, with rapid responses and hands-on assistance whenever needed.
Result
Since adopting Aryza Engage, the London-based company has been able to simplify many tasks. Most routine texts are now sent automatically, which gives agents more time for cases that require judgment.
Cashfloat also reviews how customers respond and adjusts the timing or wording of messages where needed.
The company is now preparing to add WhatsApp as an additional channel. Tests are ongoing, and further adjustments will follow once real customer traffic comes in. Engage provides a stable technical base for this and supports the gradual expansion of the system.
Cashfloat continues to enhance its communication model through iterative testing and ongoing adjustments.
Esther Lizmi, Business Optimisation Cashfloat
We are in the middle of implementing Aryza’s WhatsApp channel, which we are very much looking forward to. Since many of our customers prefer app-based messaging, we expect this to make a noticeable difference to engagement and responsiveness. It feels like a natural next step for us and should work well alongside the SMS workflows we already run at scale.