Episode 03: Changing Trends in Subscription Payments and Billing Operations feat. Brian Kehn, Director of Operations at HomeServe USA

In this episode of the Subscriptions: Scaled podcast, Nick Fredrick, President of Rebar Technology, is joined by Brian Kehn, Director of Operations at HomeServe USA, to discuss the changing trends in payments and billing operations, how COVID-19 has affected the subscription space, and how subscription businesses can run best optimize their payment operations.

Brian notes that over the last 20+ years of working in subscription billing operations, the main change he’s noticed is a significant increase in fraud - likely due to both changes in technology and consumer behavior. He highlights ways subscription businesses can decrease fraud, including monitoring their account updater and keeping an eye out for abnormal activity. 

Brian continues by discussing the effects COVID-19 has had on HomeServe USA, particularly in payments. He points out how prior to COVID-19, the majority of HomeServe USA consumers would use credit card payment methods, but since COVID-19, the majority of consumers have switched to debit card payment methods.

Brian wraps up the episode by emphasizing the importance of subscription businesses developing strong business relationships with their vendors, and provides valuable tips on how subscription businesses can select the right vendor partners for them.

You can reach out to this episode’s guest, Brian Kehn, at brian.kehn@homeserveusa.com or find him on LinkedIn.

Don’t forget to rate, download, and subscribe to the show and share this episode with your network. 

See you in the next episode!

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