How Wonga Transformed Customer Engagement and Boosted Customer Acquisition with Braze

In fintech, speed and personalisation are everything. Wonga, a leading financial services provider, recognised that its legacy communication systems were hindering its growth. By partnering with YOUKNOW Technologies and implementing Braze, they moved from a fragmented stack to a unified customer engagement platform that delivers loans in minutes and connections that last much longer.

Get the full case study here.

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The Challenge: A Legacy System Stuck in the Past

Wonga’s old setup was slowing them down:

• Siloed data: Information scattered across multiple systems meant no single view of the customer, making true personalisation nearly impossible.
• Inefficient campaigns: Launching a campaign across multiple platforms was slow, resource heavy, and lacked event driven execution.
• Missed revenue opportunities: Without real time reaction to behaviour, Wonga could not deliver timely, relevant offers.
• Unnecessary complexity: Maintaining multiple platforms drove up costs and demanded heavy internal resources without integration partner support.

The verdict? Wonga needed to simplify, unify, and reimagine how it engaged its customers.

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The Solution: A Unified, Real-Time Engagement Platform

With YOUKNOW’s guidance, Wonga implemented Braze as its central customer engagement platform, and suddenly, everything clicked. Four architectural pillars set the foundation:

• Unified Profiles: A complete, real time view of each customer.
• Advanced Segmentation: Tailored groups based on behaviour, lifecycle stage, and custom attributes.
• Cross-Channel Orchestration: Customer journeys spanning email, in-journey messages, outbound calls, and SMS, all from one place.
• Personalisation at Scale: Hyper personalised messaging triggered by customer actions in the moment.

The result? A marketing team empowered to move faster, smarter, and more meaningfully.

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The Impact: Efficiency Meets Engagement

The numbers tell the story:

• Operational efficiency skyrocketed by consolidating multiple platforms into one, reducing complexity and freeing up resources.
• Customer engagement jumped 40 per cent on email uptake alone.
• Speed to market improved drastically, with campaigns launched faster and more responsively.
• Customer journeys became deeply personalised, driving loyalty and nearly 20 per cent more website traffic.

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As James Williams, CMO of Wonga, put it:

“Seeing Braze in action has been incredible. It enables us to connect with customers in ways we never could before, both cost effectively and efficiently. Our customer communications are now seamlessly integrated with the rest of our technology stack, allowing us to deliver loans within minutes. YOUKNOW was instrumental in ensuring the successful implementation of the Braze platform.”

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The Takeaway

By embracing Braze with YOUKNOW, Wonga turned complexity into simplicity, slow into swift, and fragmented engagement into a unified, customer first strategy.

Costs went down, revenue went up, and customers finally experienced the seamless interactions they deserved.

That is the power of getting engagement right, and the kind of transformation YOUKNOW helps make happen.

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👉 Book a consultation on implementing Braze with YOUKNOW (Decision CTA) or explore more on our Solutions Page.