In This article
Through video quality, cloud storage, audits, and a reliable partnership.
Overview
Sarku Japan, a fast-growing quick-service restaurant (QSR) brand with over 170 U.S. locations, operates from its headquarters in Canada—making visibility and oversight across borders a daily challenge. From internal theft and customer complaints to managing complex U.S. regulations and mall infrastructure, the team needed a smarter way to stay in control.
Enter DTiQ: a technology partner that offers more than just cameras. With a powerful combination of video surveillance, SmartAudits™, POS integration, and hands-on support, DTiQ helped Sarku turn fragmented oversight into a scalable, proactive risk management system.
The Challenge
When Robert Coon joined Sarku Japan in 2007, he quickly uncovered systemic issues that were costing the company thousands. At the time, store surveillance relied on outdated videotapes that had to be physically shipped to headquarters. Many of those tapes would arrive damaged, tampered with, or simply missing—especially when employees had something to hide.
Managing customer complaints was equally manual. Verifying if staff had said something inappropriate, or if a refund was handled properly, often came down to hearsay.
To move forward, Robert needed more than just better technology—he needed a reliable partner to help him protect the business.
The Solution
In 2010, Sarku started testing DTiQ (then DTT) in a few stores. What stood out immediately wasn’t just the quality of the technology—it was the relationship. DTiQ offered a no-risk trial, installed the systems at no cost up front, and committed to proving their value
As confidence grew, so did adoption. Sarku rolled out:
- IP & analog-compatible video systems, tailored to mall environments with low bandwidth
- SmartAudit™, a human-reviewed audit tool that flags behaviors like theft, poor customer service, or safety violations
- POS integration, which overlays transaction data on video footage for fast, clear investigations
- Cloud video storage, which became vital after break-ins where DVRs were stolen or destroyed
Robert’s team began to solve problems faster; with evidence they could trust.
“Before DTiQ, we were relying on hope and VHS tapes. Now, we have proof. We can pinpoint when something happened, what was said, and who was involved.”
— Robert Coon, Risk Lead (Retired), Sarku Japan
Implementation & Support
Over the years, the partnership evolved—but one thing remained consistent: the people behind the technology.
From the very beginning, DTiQ assigned dedicated reps who listened, responded quickly, and adapted solutions to fit Sarku’s complex needs. One standout has been Merlin, a DTiQ support specialist who’s become so integral that Robert jokingly refers to him as “an honorary Sarku employee.”
“Merlin––he’s basically an employee of ours. Without him, we would have been lost many times. The guy gets on our situation ASAP. No matter what the problem is, he gets on top of issues right away and treats our problems like his own.”
— Robert Coon
Beyond support, DTiQ also empowered Sarku to co-create solutions. When Robert raised concerns about break-ins and DVR tampering, DTiQ introduced cloud-based camera backups—an innovation that started with Sarku and is now standard across DTiQ’s customer base.
Results
Stronger Oversight, Smarter Investigations
Faster Theft Detection: SmartAudits™ identified cash theft that would have otherwise gone unnoticed for months. In one case, DTiQ’s audit caught a recurring refund scam—saving Sarku from extended financial loss.
Evidence-Backed Investigations: High-resolution footage, synced with POS data, allowed Robert’s team to build full case files—complete with timestamps and transaction records. These were handed off to law enforcement with complete confidence.
- Sarku has experienced a loss rate well below the industry average.
Proactive Store Management: SmartAudits™, a customizable ten-question remote audit of each of your locations, also flagged seemingly minor issues like back doors left open or employees using phones on the job. These early warnings helped regional managers correct behaviors before they became bigger problems. Our customers create a rule-based distribution of findings, ensuring that each team member receives the information they need to succeed.
- The average SmartAudit™ score across Sarku locations is above the internal benchmark of 80%.
Operational Integration:
- Over the past 90 days, the account has been active every single day: refunds remain consistently low, underscoring both employee compliance and effective deterrence.
Relationship-Driven Trust
For Sarku Japan, it wasn’t just about catching bad actors—it was about building a system that prevented issues in the first place. DTiQ’s consistent support and relationship-focused approach gave him peace of mind.
“There are cheaper systems out there. But when you know someone has your back—and the tech works—you don’t switch.”
— Robert Coon
Looking Ahead
With Robert entering retirement, a new risk leader has stepped in. But the foundation is solid.
Before leaving, Robert is introducing his successor to DTiQ, personally taking him through stores and setting up the next phase of the relationship. The torch has been passed with confidence.
Sarku’s current Director of Risk Management, Edward Chong, is now working closely with DTiQ as the brand prepares for aggressive expansion and franchising—with DTiQ’s systems as a standard in all new builds.
“As we grow, DTiQ grows with us. We’re not just buying technology—we’re building a smarter, safer business.”
— Edward Chong
Final Word
This isn’t just a vendor relationship. For over a decade, DTiQ has acted as Sarku’s extra set of eyes, ears, and support—helping the brand maintain integrity, reduce loss, and scale with confidence.
With the right technology and the right people, Sarku Japan didn’t just solve operational problems—they built a safer, smarter, more resilient business.
