Give Chola a conversational first line for EMI reminders, PTP follow-up, and early-bucket collections across its vehicle and retail books, so its field force works only the accounts a well-timed vernacular conversation cannot resolve.
Part of the Murugappa group; among India's largest vehicle-finance NBFCs spanning used and new CVs, cars, two-wheelers, tractors, plus growing LAP, home-loan, and SME books.
Public factDistribution and collections run through a very large branch and field network concentrated in southern and semi-urban India.
Public factBorrowers are predominantly self-employed — drivers, small fleet operators, farmers — whose cash flows are seasonal and trip-based; EMI timing conversations matter as much as reminders.
Reasoned inferenceField-visit collection cost per account is likely multiples of phone resolution; routing only conversation-resistant accounts to the field is a major efficiency lever on a book this size.
Reasoned inferenceRBI's tightened norms on recovery conduct and its scrutiny of NBFC collection practices make per-call conduct evidence increasingly valuable.
Public factVoice in Tamil/Telugu/Kannada likely outperforms text for this base; literacy and smartphone sophistication vary widely.
Reasoned inferenceValidate with the account team before outreach: How collections calling is organized today (central dialer vs branch vs field-first) and its language coverage · LMS and collections-platform API readiness, including payment-link integration · Field-force app landscape and appetite for a ranked-queue integration
Limited internal ability or appetite to build the core platform — strong candidate for the packaged solution
Evidence: A lending- and distribution-led NBFC whose technology estate is bought and integrated; the Murugappa group's conservative, ROI-driven culture favors proven platforms over in-house AI construction.
Why they won't build the full stack: Vernacular speech, telephony orchestration, and evaluation infrastructure are far outside a vehicle financier's build envelope; the stack must arrive packaged and integrated to the LMS with conduct governance built in.
Sustained strong AUM growth across vehicle finance and newer retail books has been the standing story, with asset quality watched closely as the book seasons
GTM implication: Collections capacity must scale with AUM without linear headcount — automation is the only curve-bender available
Management commentary notes collection-efficiency focus in newer books and semi-urban segments
GTM implication: Early-bucket conversational coverage directly addresses the metric management is asked about each quarter
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
EMI reminders timed to borrower cash flows Policy-timed vernacular voice reminders with in-channel payment and PTP capture; the field queue shrinks to genuine cases. | Millions of active vehicle loans generate a monthly reminder load no dialer floor covers well — and coverage gaps become field visits. Friction today: Central dialers reach few working drivers; reminders come in Hindi/English to Tamil-speaking borrowers; field officers burn visits on accounts needing only a nudge. | VoiceWhatsAppSMS | |||
PTP follow-through & field-visit triage Every PTP followed up on its date; the field app receives a ranked queue of unresolved accounts with transcripts. | Broken promises currently surface at the next dialer cycle; automatic same-day follow-up protects both roll rates and field time. Friction today: PTPs live in collector notes; follow-up depends on load; no ranked field queue with conversation context exists. | VoiceWhatsApp | |||
Loan-servicing deflection (statements, NOC, foreclosure quotes) In-conversation document delivery and grounded foreclosure quotes in the borrower's language. | Statement, interest-certificate, NOC, and foreclosure-quote requests drive branch footfall and call volume across the book. Friction today: Borrowers visit branches for documents; NOC issuance post-closure generates repeat contacts. | WhatsAppVoice |
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 Cholamandalam Investment & Finance's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Cholamandalam Investment & Finance: Two-three collections and servicing workflows across voice and WhatsApp in southern languages plus Hindi, anchored on LMS integration — a classic scale deployment expandable to LAP and SME books after vehicle-book proof.
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.
“Chola's edge is knowing its borrower; an agent that reminds respectfully in his own language, timed to his cash flow, scales that relationship discipline across the entire book.”
“One LMS integration powers reminders, PTP follow-up, and servicing across every branch geography — no per-region technology burden.”
“Field cost per resolved account drops as phone-resolvable cases stop reaching the field; visit capacity concentrates where it changes outcomes.”
“Coverage goes to 100% attempted with per-conversation outcomes; roll rates become a daily dashboard by bucket and branch.”
“Every contact logged, timed within permitted windows, script-bounded — per-call conduct evidence aligned to RBI's recovery norms, replacing sampled QA.”
“The case is roll-rate basis points plus field-visit avoidance on a book of this scale — both measurable in a 90-day pilot before any wider commitment.”
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.
Murugappa-group NBFC among India's largest vehicle financiers (used CVs, cars, tractors, plus LAP and SME) with a Chennai-anchored, south-heavy borrower base — EMI-collection conversations in Tamil, Telugu, and Kannada are its daily operating heartbeat.
90-day pilot in two Tamil Nadu regions: automated Tamil EMI reminders and PTP follow-up on the used-CV book, measured on early-bucket roll rates and field visits per resolved account vs matched control branches.
Entry: Vehicle-loan EMI reminders & PTP follow-up · 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.