Business Transformation Study
Number of Units
DTiQ Business Transformation Case Study
I have been a DTiQ customer for over 3 years. What I was looking for originally was to be able to tie POS transactions and video. I wanted to see what employees were doing when they rang over-rings and voids, or what was going on when the till was opened with a No Sale. When I saw a demo of DTiQ’s exception reporting tool and the corresponding emails that are sent to operators, I was hooked.
“The DTiQ system helps me keep an eye on age restricted items too. Using the exception reports I can make sure that employees are checking IDs..”
I have done some training but I know there’s more for me to learn. One of the things I like most about the system is being able to view recorded footage. I can search for incidents that took place several months ago and find out what happened, which is a big plus. Downloading video footage has also been really helpful. In the event that there’s some sort of incident at my store, police need footage and I am able to provide it – as a watermarked disc or on a flash drive.
Unfortunately at our locations, theft is common. Customers steal all the time. I actually print out and post photos of customers that we’ve caught stealing so that employees know! You can’t eliminate the theft but you can certainly control it. It’s important for employees to be aware and vigilant. Anything in the store can be stolen… Beer, bottles of wine, you never know.
We had a customer come in recently 3 times in one day and steal something all 3 times! We also had a customer take an entire 18-pack of beer. He walked right out of the store with it in his hands and there’s not very much my employees can do but we did grab the footage and file a report so the investigative process could begin.
The DTiQ system helps me keep an eye on age restricted items too. Using the exception reports I can make sure that employees are checking IDs for anyone below the age of 30 purchasing cigarettes or beer.
Overall, DTiQ brings various things to our attention, it opens our eyes.
Service is an area that DTiQ has mastered. If I need technical support it’s always available. With smaller companies it takes much longer to get that service. DTiQ technicians are accessible quickly and easily and are always able to fix issues. You don’t have to wait on the line forever and always get through to someone.
The training process has also been great. DTiQ’s consultants are there to help you and are very punctual. You can schedule a session for whenever works for you, which is really helpful for operators like me who may have unique schedules.
I do need to tighten these up a little bit and redefine the questions so that they make sense for my operation. There are a few areas I’d like to focus on specifically that are especially valuable so I’ll be working with my LP Specialist to make a few improvements.
One of the items I know we need to focus on is the homeless people and loiterers around the location that I really don’t want there. I encourage my team members to call the police when people are loitering for too long and with the SmartAudit™ service I’ll be able to confirm that they are.
The cameras are recording 24/7 and I definitely don’t have time to look at that much video so if SmartAudits™ can identify critical issues or incidents for me to review specifically it will be an incredible benefit.
I’ve always had a camera system in my stores so I haven’t recognized a significant impact on employee productivity since installing DTiQ. That said, it’s a lot easier to call them out on things that require improvement. They’re aware the system is there and it becomes a way to police them – they get “tickets,” like warnings.
I can’t pinpoint a specific impact on our financials but I know it’s there. If I consider only the people who steal from us that we’ve caught and don’t come back that’s a savings right there! Of course there is the next thief and the next but the system certainly eliminates some of it and that’s key.
7 Eleven, Inc. is the premier name and largest chain in the convenience retailing industry. Based in Dallas, Texas, 7 Eleven operates, franchises or licenses some 10,700 7 Eleven® stores in North America. Globally, there are nearly 57,400 7 Eleven stores in 17 countries. 7 Eleven has been honored by a number of companies and organizations recently. Accolades include: #1 on Entrepreneur magazine’s 2014 Top Global Franchise list; #5 on Franchise Direct 2015 Top 100 Global Franchises list; #10 spot on Entrepreneur magazine’s Franchise 500 list for 2015, and named Best of the Best in the Convenience Store Channel by Entrepreneur magazine in May 2015 and ranked No. 4 by Entrepreneur on its list of Best Franchises for Veterans. 7 Eleven is franchising its stores in the U.S. and expanding through organic growth, acquisitions and its Business Conversion Program. Find out more online at www.7 Eleven.com.
Co-Founder and Operator
My partner and I started with one site, a combination gas station and SUBWAY® restaurant, in 1993. Over the years, our enterprise continued to expand significantly; today we operate 67 locations in total.
I became a DTiQ customer in 2006. I was tired of dealing with different vendors for security systems and wanted to implement one that could work across my entire enterprise. I was also not impressed with the video quality or playback functionality that other vendors offered. When I was introduced to DTiQ, it was not only the most convenient choice but also turned out to be a high-quality system that makes sense for my operation.
I can’t be at every location at one time so I rely heavily on my team to run the operation on the ground. Having 40+ physical locations means I can only go to about two a day and I need to be sure that what I am pushing down from the top is working properly at the store level. Both the SmartAudit™ reports and MyDTT™ portal have become a critical part of my business, in that regard.
I use the audits to ensure that our policies are being executed properly. The reports let us know what areas we need to work on and we have made significant changes/ improvements to our operation based on the feedback we have received from these reports. I appreciate that the DTiQ Loss Prevention department acts as my eyes and ears in the stores. Some of the items we request for them to look at include:
- Are staff members in uniform?
- Are IDs being viewed for purchases of alcohol or tobacco?
- Are all crew members on duty actually working or slacking off (i.e. on cell phones, smoking outside, etc.)?
- Are discounts being given when they shouldn’t be?
SmartAudits™ are so valuable to my business; I wouldn’t be a DTiQ customer without them.
Our stores are typically 4,500 square foot buildings with a convenience store attached to a Dunkin Donuts or SUBWAY® restaurant. The restaurants are fully built with dining rooms fit for approximately 45 people, a full backroom and freezers. We employ multiple general and district managers in the field and each of them has a MyDTT™ login.
It is used most frequently to watch stores live using the Custom Views page. For example, they can view all the registers of all the stores they manage at one time, on one screen. This allows them to oversee whether transactions are being rung accurately, staff members are where they should be, and guests are being taken care of.
When I notice that one employee is working while another is outside smoking I can make the decision as to whether or not two employees need to actually be on duty at that time. In the same way, if a manager complains about being understaffed, I can take a quick look and confirm based on how many customers are in line at any given time.
“In order for a multi-unit/concept operation to be successful, we have to have standards, enforce them constantly, and then confirm that they are in fact being enforced. DTiQ helps us to adhere to that policy.”
DTiQ Saves the Day
We opened a new SUBWAY® location near a college campus and hired students to work in the store. Unfortunately, we found that a lot of them thought it was ok to offer an employee meal discount to their friends. As a result, we had to re-classify and re-visit how we handle employee meals. A couple of employees were terminated along the way but on the whole we were able to clean up this process significantly and have lowered food costs by about 1% since.
C-stores are constantly worried about losing their liquor license, being fined, going to court and paying attorneys, etc. Alcohol and tobacco account for about 50% of sales so if one store violates any of these laws, authorities yank the liquor license. This is why DTiQ’s SmartAudits™ are so critical.
In our c-stores, our policy is to ID anyone who looks younger than 40 years old. For a period of time, every single SmartAudit™ showed that our employees were not adhering to this policy and only requesting IDs for customers who looked younger than 21 years of age. This led to us changing our procedure. Recently, the Police ran a sting operation and ended up congratulating us for our ID policy! Before DTiQ’s SmartAudits™ we would not have passed this investigation. DTiQ will be implemented into all new stores, with 32-camera systems for full coverage.
Both the DTiQ Support team and our Account Executive, Sandra Martinez, have been great. Also, the Business Consulting Group has been phenomenal with teaching us how to properly use and take advantage of MyDTT™. I plan to go back for more training very soon!
I build my business around getting my staff to do what they’re supposed to and running a clean operation. I don’t worry about the small things but rather focus on larger issues such as adhering to company and brand policies, excellent customer service, store cleanliness, and monitoring any incidents that occur such as a slip and fall, customer complaint, or theft.
In order for a multi-unit/concept operation to be successful, we have to have standards, enforce them constantly, and then confirm that they are in fact being enforced. We have a zero tolerance policy, this means that if an employee is caught stealing, whether a product or cash, we will terminate immediately. DTiQ helps us to adhere to that policy.
Almost every security vendor offers remote viewing but I don’t just want a commodity; I want a service dedicated to my bottom line. DTiQ offers that.
About Shell Global
Shell Global is a global group of energy and petrochemicals companies with around 87,000 employees in more than 70 countries and territories. They use advanced technologies and take an innovative approach to help build a sustainable energy future. For more information, visit www.shell.com.
About Exxon Mobile
Exxon Mobile is the world’s largest publicly traded international oil and gas company, providing energy that helps underpin growing economies and improve living standards around the world. For more information, visit www.exxonmobil.com.