Aryza and Capital on Tap Win Vulnerable Customer Award

Aryza is delighted to announce that, together with Capital on Tap, we have won Vulnerable Customer Strategy of the Year at the Credit Awards 2026.

The award recognises the work both teams have undertaken to make it easier for customers experiencing financial difficulty to engage, ask for help and access the support they need.

Creating a Better Customer Experience During Financial Difficulty

Traditional collections approaches don’t work for everyone. Many customers, particularly those in vulnerable circumstances, are reluctant to answer phone calls or discuss their situation over the phone.

Working in partnership with Capital on Tap, Aryza helped redesign the customer engagement journey by introducing digital conversations across SMS, WhatsApp and Rich Content Messaging. The objective was simple: remove barriers that prevent customers from reaching out and create a more accessible way for them to engage when they are ready.

Support is embedded directly into the conversation, giving customers immediate access to relevant guidance, while automated safeguards help identify signs of vulnerability and ensure customers receive the appropriate level of care.

Delivering measurable results

The partnership has delivered significant improvements in customer engagement.

Key outcomes during the initial phases:

• Vulnerable customer engagement increased from 5–10% to 45%
• More than 15,000 customers have engaged through digital channels in the initial phases
• Over 3,000 customers have proactively contacted Capital on Tap digitally for support

Alongside these results, dedicated digital communications training and structured review processes have helped ensure vulnerable customers are identified earlier and consistently receive the right support.

A partnership focused on better customer outcomes

This award reflects what can be achieved when technology is designed around customer needs rather than channels alone.

By combining Aryza Engage with Capital on Tap’s customer-first approach, the partnership has created a collections strategy that makes it easier for customers to engage while strengthening the organisation’s ability to identify and support vulnerable individuals.

We would like to thank the team at Capital on Tap for their collaboration, commitment and trust throughout the project, and the Credit Awards judges for recognising what we have achieved together.

We are incredibly proud to share this award with Capital on Tap and look forward to continuing to develop solutions that improve outcomes for both customers and businesses.