Kilo Health supports over 4 million customers globally, with a collection of health and wellness subscription apps and digital products. Kilo Health's diverse product range and borderless customer community attract multiple market segments, demographics and devices.
Across the company group, there are 10 merchants, all with different setups and underlying payment providers. That's where Vytautas Šernas came in.
Early in 2020, Šernas migrated from product management into a new Head of Payments role to support and optimize payments across the company, and create the best buying experiences for each customer.
Before a centralized payments team was formed, every product manager had to factor in the complexities of payments. Each product team shared common challenges around risk, performance and cost.
The centralized team also aimed to build a single, unified integration for all their payments. However, they quickly ran into challenges with traditional payment service providers (PSP).
There wasn't one 'perfect' PSP that could successfully support every customer, across every product, in every region, and Šernas wasn't comfortable with having all the company's eggs in one basket. The payment service providers' merchant-facing support teams also weren't proactive in enabling Kilo Health to drive the best performance.
Šernas realized he needed to maintain multiple payment providers, but manage them all through a single unified integration.
It was quickly obvious this wouldn't be easy to build in-house - hurdles like PCI Level-1 compliance certifications would take months, even years to complete. Instead, they started by evaluating different off-the-shelf 'payment orchestrators', but they found their products to not deliver.
Kilo Health needed to find a modern partner, beyond legacy orchestrators, to help unify their entire payment stack. That’s when they found Primer.
Kilo Health chose to partner with Primer to provide their unified infrastructure for payments.
Kilo Health were quickly able to test out their first use cases and realize their vision for a single payment integration.
Šernas and his team prioritized their use cases for Primer.
To manage risk, the payments team could use Workflows to control how payments are routed from riskier markets and individual customer metadata, like risk scores.
Workflows can also be used to route payments to specific local acquirers. With Primer, Kilo Health could leverage their commercial relationships and volume with all their underlying payment processors—ultimately testing payment volume through a wider range of processors for specific markets.
It's easy to route payments and report on performance within the Primer dashboard. Insights from testing informed how the payments team wanted to iterate on their strategy for optimizing payments.
Kilo Health use Primer to manage, create and control their checkout experience. Together with Workflows, they can manage seamless 3DS experiences. In future, they’re planning to add alternative payment methods to optimize for conversion in different markets.
Unlike other payment services he tried, Šernas and his team were able to work closely together with the Customer Success Team at Primer to deliver the solution they needed and shape the roadmap on both sides.
With Primer, Kilo Health have found a platform and partner to unify and optimize their entire payment operation.
Payment optimization is directly impacting the bottom line of Kilo Health's subscription business as they can process more transactions successfully.
As well as increased payment performance, there's higher people performance. Multiple product and risk teams are now freed up from handling payments or being roadblocked by engineering.
As the product and payments teams look to build out their roadmaps, they rely on Primer to continue to deliver a unified payment infrastructure.
What's more, Primer is uniquely positioned to feed into and shape the payment strategy at Kilo Health. With a larger view of the market and an ever-growing marketplace of Connections, the Customer Success Team can inform Šernas and his team of new opportunities and best practices.