Business Transformation Study
Number of Units
Approximate Number of Employees
Who We Are
Ed Staub Petroleum was founded in Northern California over 60 years ago. Today in addition to their core business, the company operates approximately 20 convenience stores that include food service operations as well as 1 full blown restaurant location.
When we were initially introduced to DTiQ, we were looking for a system that would help us increase upselling and improve customer service; video surveillance happened to be an added benefit. Although we did consider a few other companies, after speaking with some existing DTiQ customers, it was an easy choice. We had some very antiquated systems in place at our stores and some other newer systems that were limited, so DTiQ has been an incredible upgrade.
“Although we did consider a few other companies, after speaking with some existing DTiQ customers, it was an easy choice.”
Since installing the system we’ve experienced a number of benefits – far more than I ever would have imagined in fact. We have been able to combat worker’s comp claims and mitigate theft. Theft was actually not on my radar at all when we were looking at systems but within a couple weeks of implementation, we caught 2 people stealing. Within another month we found 2 more. It really caught me off guard. I realize I was a little too trusting.
Just this morning I set up one of my team members on the MyDTT™ portal to look at overrides and over rings. We now know to keep a close eye on those.
The SmartAudit™ reports have also been far more useful than we expected. Combined with the POS integration it became very apparent to us that we had a theft issue. Video helps us verify whether or not transactions are legitimate. We noticed employees voiding transactions and pocketing the excess cash and now have a way to do something about it.
Plus, from a food service standpoint, viewing live or recorded video to confirm that hot cases are stocked and food handling procedures are being followed means I don’t have to physically be at all stores all the time and can focus on other areas instead.
In addition to cameras and POS integration, we have taken advantage of DTiQ’s audio module and various triggers. The audio has enabled us to confirm that customers are being greeted and thanked. Plus, when we are running promotions on items, we can make sure employees are notifying customers about the offers. There’s an audio kit installed at every POS register at our stores.
The cooler triggers tell us if anything is failing. So far we haven’t had any issues but it’s good to know that we’ll be notified about any surge or drop in temperature. The safe and backdoor triggers tell us if there are openings during off hours. We want to know if employees are going in and out of the store through the backdoor when they shouldn’t be. We want to know if the safe door is open when the store is closed.
Another tool I love is RISA. It’s so helpful to contact DTiQ’s Support team directly and request a copy of video footage rather than having to take the time to find and download it myself. The fact that they can mail a watermarked copy of video footage to directly is so valuable.
We receive several misfuel claims from our gas pumps and the video allows us to understand what really happened. We can review the interaction between employees and customers and determine if we communicated accurately with customers. We can also verify drive-offs and keep proof of those incidents on hand.
Recently we caught some folks talking about a drug deal at one of our locations! We submitted the video and audio footage to the sheriff’s department for investigation. So, considering incidents like that, DTiQ has helped us play a bigger part in our community also.
Overall, the system gives me data that I can access when I need it. With DTiQ, the luxury of time is on our side; we are not limited when it comes to accessing information. My managers and RMs are using MyDTT™ daily, looking for anomalies.
It’s hard to quantify the results we’ve seen at our stores since installed the DTiQ system but I know our cash flow has increased as a result of letting go of some folks. I think the most important benefit though has been customer service and upselling. Our stores are doing better, employees are doing better, and are sales are up.
The DTiQ team has been so great to work with. Everyone seems to go out of their way to help us. I’m really happy with the system and so impressed with the number of benefits we’ve seen.
About Ed Staub & Sons
Ed Staub & Sons has been serving the energy needs of our local communities for over 50 years. Founded in Alturas, California by Ed Staub, the company has expanded, now serving communities in California, Oregon, Idaho and Nevada. Ed’s founding principles of integrity, a strong work ethic, and customer service are still vital components of our daily operations. Even though we have experienced substantial growth over the years, our commitment to serve our customers–and the communities in which we live–continues to be our central focus. Learn more at http://www.edstaub.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.