DTIQ’s advanced server technology is a versatile option – ideal for a growing business, seeking exceptional customer care.
Founded in 2015, Siesta Coffee has two drive-thru sites and two walk-in stores in the north of England, expanding to six owner-managed sites before the end of 2023. Ryan Stainsby and Carly Moir are Siesta Coffee directors, and their aim is to provide a service and experience which is welcoming for the local community and visitors. Stainsby explained: “We offer table service and encourage our team to engage positively with customers. As we grow, ensuring how the consistency of our great brand experience could be replicated easily across our stores required some thought – so we partnered with DTiQ for video surveillance, analysis of data, and reporting.”
TECH-SAVVY
Often working with existing CCTV systems, DTiQ’s advanced server technology records video surveillance of stores, and software maps this to EPOS data. Integrated Artificial Intelligence (AI) automatically picks out and alerts operators to any anomalies. It also provides the option to search for precise time slots or incidents, and footage can be stored for the duration of the contract, so QSR operators can check past events easily if needed. “We always like to be ahead of the technology curve, so our locations run smoothly and cost-efficiently,” said Moir. “Working with DTiQ means we can be proactive to spot trends or any issues faster, then take action to create an even better customer experience.” Stainsby continued: “We had CCTV installed previously, but also have DTiQ’s solution in two of our stores, and we intend to roll it out across all of our estates shortly. “A straightforward illustration of our machine maintenance requirements is that they must undergo a ‘steam cleaning’ process after each coffee is prepared. This means the steam rod is cleaned to prevent the build-up of limescale, which can be expensive. However, more importantly, it is an essential process to prevent any risk of Legionellosis, a serious type of pneumonia. To make sure staff consistently follow procedures, we have strategically positioned the video cameras to face the machines. This allows for easy monitoring of the nozzle twisting process. “We have footage of all stores streamed to our phones and on systems in the office, but don’t have time to watch hours of footage! Therefore, DTiQ’s AI is invaluable and has ‘learned’ to pick up if the machines are being properly maintained. We can then step in and ensure our team prioritize this important process,” said Stainsby.
QUESTIONS & ANSWERS
DTiQ’s solution can also help with staff management. “Like any service industry operation, it can be challenging to find good staff, so it’s important that our team are well trained and processes are efficient,” said Stainsby. “We run the whole operation from our hub Head Quarters in Newton Aycliffe, County Durham. Our previous CCTV system helped, but the data and analysis from DTiQ now saves us a lot of time, as we don’t need to monitor footage – the solution simply alerts us to any issues, based on the questions we have inputted.” Moir continued: “The surveillance system, data analysis and reporting have also reduced the need to travel to sites so often. Previously, we would do random store visits, arriving when least expected. More often than not, everything was going really well, with processes being followed by the book. This was great, but effectively it was a day of our time wasted. Now, the system can pick up any small issues and we only need to attend if there is a challenge that our team needs help with.” Stainsby said: “Store cleanliness is also incredibly important. Similarly, if staff are not consistently using gloves, PPE or tongs, it will be difficult to monitor as we grow. We are excited to introduce DTiQ’s SmartAuditTM soon. This is a reporting structure where we provide DTiQ with a check list of questions, such as ‘are staff always wearing gloves?’. DTiQ’s remote team will analyze all surveillance recordings and report back. Stores are scored on a regular basis, so we can see which teams are doing well and incentivize them – or identify individuals who may need support or training. “For our drive-thru stores, speed of service is key, but the system also picks up on how well the team engage with visitors. We can compare data between stores, enabling us to create motivational bonus schemes. “We have only been using DTiQ’s video surveillance, data analysis and reporting for a short time, but are already seeing benefits. This will help us drive and enhance customer experiences as we expand,” concluded Stainsby.
Email Gareth Bakewell: gbakewell@dtiq.com or visit: dtiq.com.
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