Case Study: PT Bank Tabungan Pensiunan Nasional (BTPN) achieves 100% digital banking and 2M+ customers with Ping Identity (ForgeRock)

One of Indonesia's Largest Banks Grows Business by Connecting Millions of Customers Across 17,000 Islands

PT Bank Tabungan Pensiunan Nasional Tbk (BTPN), a leading Indonesian bank serving customers across 17,000 islands, moved to a mobile-first strategy to reach unbanked and mobile-native segments. The bank committed to going 100% digital but was constrained by disparate legacy identity systems, complex custom solutions, and the high cost of maintaining brick-and-mortar branches.

BTPN migrated its identity platform to ForgeRock (now part of Ping Identity) as its CIAM solution, deploying in six months to enable secure, flexible onboarding, omni-channel support and faster time-to-market. The bank launched the Jenius consumer app (rapidly gaining two million users), closed physical branches to cut costs, and rolled out Jenius Wow for SMEs—while continuing to iterate on frictionless onboarding and richer digital experiences.

Bank BTPN

Joko Kurniawan

SVP of IT Digital Service Enablement Head