Navigating Chargebacks in the Restaurant Industry

This chapter explores the challenges restaurants face with fraudulent transactions and chargebacks, highlighting their significant impact on financial profitability. It discusses how Olo's platform streamlines these processes and enhances customer insights through innovative payment solutions. The conversation emphasizes leveraging data for informed decision-making to improve overall business strategies and customer experiences.

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In this episode, CJ is joined by Peter Benevides, CFO of Olo, a leading vertical SaaS company powering digital ordering, payments, and guest engagement solutions for popular restaurant brands. Peter explains how Olo successfully expanded into payments and used this as a strategic advantage. He breaks down how the company stacks S-curves through continued product expansion and adoption, and how this enables them to increase revenue without increasing the take-rate. The conversation also covers pricing strategy and how Olo balances subscription and consumption-based models. Peter also sheds light on what it's like selling into franchise businesses and lessons learned from other vertical SaaS companies like Veeva.

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@cjgustafson222 (CJ)

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TIMESTAMPS:

(00:00) Preview and Intro

(01:53) Sponsor – NetSuite | RightRev | Planful

(05:24) An Introduction to Olo

(08:34) Reaching Larger and Smaller Enterprises

(10:34) The Focus on Guest-Facing Technology

(13:22) The Evolution of Payments at Olo

(16:38) Sponsor – Brex | Vanta | Tropic

(20:33) The Card-Not-Present Offering and Fraud