Give BTN a policy-bounded collections and mortgage-journey layer — EMI reminders, early-delinquency outreach, subsidy-application status, and Bale support in Bahasa Indonesia — that scales with the national housing program instead of with headcount.
BTN is the state-owned housing-finance bank and the backbone lender of the government's 3-million-homes program; it was the largest distributor of FLPP subsidized mortgages in 2025 with roughly 47% of national volume.
Public factBTN launched Bale by BTN, its super-app combining banking, property search, and mortgage application, in February 2025 — with public targets of roughly 4M users by end-2025.
Public factA subsidized-mortgage book is by construction a first-time-borrower, mass-market book: payment behavior is salary-cycle-sensitive, and early-bucket outreach quality determines whether accounts roll into restructuring or recover.
Reasoned inferenceApplication servicing at program scale — document chase, subsidy-eligibility status, developer coordination — is a 'where is my application' contact factory that today flows through branches and a fixed hotline.
Reasoned inferenceAs a state bank executing a presidential-priority program under OJK supervision, BTN needs demonstrably fair, fully-logged collections conduct — market-conduct risk on subsidized borrowers is political risk.
Reasoned inferenceBale's property-journey ambitions (search-to-mortgage in one app) could make conversational pre-qualification a growth lever, not just a service cost line.
Seller hypothesis — validateValidate with the account team before outreach: Current early-bucket roll rates and dialer coverage on the subsidized book · OJK and ministry sensitivities on automated outreach to subsidized borrowers · Bale platform architecture and where in-app support can integrate
Limited internal ability or appetite to build the core platform — strong candidate for the packaged solution
Evidence: BTN's technology capacity is consumed by Bale and core modernization; it has no platform-engineering organization for conversational AI and no history of building infrastructure internally. As a state bank under program-delivery pressure, it will procure a packaged, auditable solution with a partner accountable for outcomes.
Why they won't build the full stack: The 3-million-homes ramp is now; a build program would deliver after the book has already grown and seasoned. BTN's right to win is housing-finance distribution, not conversational infrastructure — buying the layer keeps engineering on Bale and capital on lending.
BTN was the largest distributor of FLPP subsidized housing loans in 2025 (roughly 47% of national volume) as the government raised program targets under the 3-million-homes agenda.
GTM implication: Volume ramp is guaranteed by policy; the pitch is scaling servicing and collections quality at program speed without proportional cost.
Bale by BTN launched February 2025 with public user targets of roughly 4M by year-end, positioned as the bank's consumer-experience centerpiece.
GTM implication: App-adjacent service quality is now a stated management priority — in-app agentic support extends the investment they have already announced.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
EMI reminders & early-delinquency collections Policy-timed WhatsApp/voice outreach in Bahasa Indonesia, payment links in-channel, restructuring offers only from the approved matrix, hardship routed to humans. | Roll-rate control on a fast-growing subsidized book is the single biggest P&L lever the program ramp creates. Friction today: Dialer capacity limits day-1 coverage; first-time borrowers miss due dates from friction, not refusal; offers vary by collector. | WhatsAppVoiceSMS | |||
Mortgage & subsidy application status Proactive stage-by-stage status pushed to applicants; document checklists tracked conversationally; stuck cases routed with context. | Program-scale origination volume creates program-scale status-call volume; deflecting it protects both branch capacity and program optics. Friction today: Applicants call branches for FLPP eligibility and disbursement status; answers require back-office checks. | WhatsAppBale in-app chatVoice | |||
Bale app support & activation Guided activation and feature support in-channel; drop-off reasons instrumented weekly. | Bale's user-growth target is a board-level number; activation friction is the leak. Friction today: First-time digital users stall at onboarding; support routes to the same hotline as everything else. | In-app chatWhatsApp |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with Bank BTN (Bank Tabungan Negara)'s measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Bank BTN (Bank Tabungan Negara): Collections plus application-status servicing plus Bale app support is a multi-workflow deployment; the 3-million-homes volume ramp makes single-workflow pilots obsolete within quarters.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“The 3-million-homes mandate will be judged on both disbursement volume and book quality. Agentic collections and application servicing let BTN scale the program without scaling delinquency or headcount — a story that works for the ministry and the market simultaneously.”
“One integration into loan servicing, origination, and the payment gateway powers collections, status, and Bale support — delivered by a partner, without competing with the Bale roadmap for engineering capacity.”
“Day-1 delinquency coverage stops being a dialer-seat calculation, and 'where is my application' stops consuming branch staff — both absorbed elastically as program volume ramps.”
“Every early-bucket account contacted on day one, every promise-to-pay followed up automatically, every conversation scored against your conduct playbook — with roll-rate impact measured on control cohorts.”
“Collections conduct on subsidized borrowers is politically sensitive: policy-bounded offers, permitted-hours outreach, and 100% logged interactions turn conduct risk into demonstrable compliance.”
“Credit cost and service cost both scale with the program unless something breaks the linkage. Usage-priced conversational capacity is that break — auditable, SOE-procurement-compatible, and measured against roll rates you already report.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
The state housing bank carrying the government's 3-million-homes mandate: largest distributor of FLPP subsidized mortgages, a fresh super-app (Bale by BTN, launched Feb 2025), and a mass-market mortgage book whose EMI collections and application servicing are exactly the workflows agentic communication does best.
Baseline early-bucket roll rates on one subsidized-mortgage cohort and run a control-group collections pilot alongside the existing dialer operation.
Entry: Mortgage EMI early-delinquency collections · Scale package · 10–14 weeks to production across priority workflows. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.