Rodney Brent, Senior Director of Facilities at TXB, faced the challenge of enhancing security and operational efficiency across fifty locations. With a focus on growth and customer satisfaction, TXB sought DTiQ’s 360iQ software that could adapt to its evolving needs by deploying advanced video surveillance systems tailored to their requirements.

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Initial Challenges and Solution Deployment

Rodney highlighted the company’s transition into the camera business over a decade ago. With the expansion of their store network, ensuring comprehensive surveillance coverage became paramount. Initially drawn to 360iQ through recommendations, TXB gradually implemented the system across twenty-six stores, with plans for further integration as they expand.

“We’ve had some incidents of employees selling cigarettes to minors. We have zero tolerance for that. 360iQ is a valuable tool, and we use it for the right reasons.”

Benefits of 360iQ

“For 360iQ, it’s a consistent system in every single store that we have it in”

Consistency and simplicity of 360iQ was emphasized by TXB, streamlining operations by providing a unified surveillance platform across all stores. The clarity of video images surpassed previous systems, enhancing security and enabling better incident resolution.

“They’ve got the 360iQ app, so we can virtually check our cameras from anywhere. The video images are better and clearer than what we’ve had in the past.”

“It’s easy access to video really from anywhere that we are. If we’ve got our computer, we got our phones, or however we need to access it, we can look at it.”

Additionally, 360iQ’s support team impressed TXB with their knowledge and responsiveness, contributing to a seamless partnership.

“The support staff is phenomenal. We feel like they’re part of the TXB team, and we feel like we can call them at any point anytime.”

Innovative Features and Future Growth

360iQ’s integration with TXB’s POS system proved invaluable, allowing for digital transaction recording and audio capture at registers. This feature significantly enhanced loss prevention efforts and provided actionable insights for training and customer service improvements.

“360iQ’s integration with our POS system is invaluable. It records the transaction journals digitally and provides audio at the register, aiding in incident resolution and enhancing loss prevention efforts.”

“The other part that we did not have before is POS connectivity. The 360iQ system is connected to our POS system, and it records the transaction journals digitally. We also have audio at the register so we can listen to the transactions as they happen.”

Rodney highlighted TXB’s collaborative approach with 360iQ, exploring future enhancements such as AI integration for real-time monitoring and analysis.

“We’re excited about the future with 360iQ. We’re looking at different ways to enhance their product and grow together, bouncing ideas off each other and exploring AI integration for real-time monitoring.”

Success Story

360iQ’s capabilities led to a successful resolution at TXB’s busiest car wash. Despite limited connectivity, 360iQ’s surveillance helped identify a customer involved in an incident. The system captured crucial details, including the license plate, aiding law enforcement in apprehending the individual.

Working with DTiQ

TXB is an enthusiastic advocate for 360iQ, praising its user-friendly interface and advanced features. DTiQ’s team emphasized the system’s role in loss prevention, citing instances where transaction records helped debunk false claims, and made suggestions to utilize 360iQ’s potential for training and continuous improvement, underscoring its pivotal role in TXB’s success.

Conclusion

TXB’s partnership with 360iQ has significantly elevated its security measures and operational efficiency. With a robust surveillance infrastructure in place, TXB is well-positioned to navigate future challenges and capitalize on growth opportunities. The collaborative relationship between TXB and 360iQ exemplifies a commitment to innovation and excellence in retail security solutions.

“DTiQ constantly looks at opportunities to improve their product. So, we’re always looking for enhancements there.”

By leveraging 360iQ’s cutting-edge technology and ongoing support, TXB remains at the forefront of the industry, setting new standards for security and customer service in retail operations.

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Learn more about DTiQ’s 360iQ platform.

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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.

Why DTiQ?

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.”

Operational Impact

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.

Incidents

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.

Final Thoughts

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.

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..”

Utilization

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.

DTiQ Team

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 in 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.

SmartAudit™ Reports

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 SmartAudit™ can identify critical issues or incidents for me to review specifically it will be an incredible benefit.

Employee Productivity

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.

Financials

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.

DTiQ Business Transformation Study

I currently handle all Loss Prevention for the company. Additionally, I supervise a few stores and handle pricing for various products.

DTiQ System Utilization

We use the system mostly for spot checking things like customer service, theft (both internal and external), accidents, etc. I use it daily, as do our store supervisors and managers and even the owners occasionally.

“The system helps to keep employees on their toes. We often watch the stores live and will call to address concerns right on the spot, which really lets them know we are paying close attention.”

DTiQ System Utilization

We have been with DTiQ for over 2 years. We use the system mostly for spot checking things like customer service, theft (both internal and external), accidents, etc. I use it daily, as do our store supervisors and managers and even the owners occasionally.

The system helps to keep employees on their toes. We often watch the stores live and will call to address concerns right on the spot, which really lets them know we are paying close attention.

The SmartAudit™ are particularly helpful because they are easy to search through. They’ve helped us to improve employee training and also catch some incidents of theft.

Although we operate very different types of concepts, I find that the DTiQ system helps us both within our convenience stores and restaurants in much the same way. There are certainly a couple of operational differences (i.e. in convenience stores, ticket times are not important) but on the whole we are looking at the same issues. Customer service and cleanliness, for example, are universal and DTiQ helps us to monitor both.

DTiQ Saves the Day

Around 2 months ago I was able to uncover product theft at one of our c-store locations and the DTiQ system really played a critical role. I caught onto a cash shortage and upon review found that the store clerk was handing cigarettes out the window for free. We quickly provided the video footage to the police department and the employee was terminated and arrested.

Overall, I find that the DTiQ system helps with Loss Prevention, protecting company assets and employee behavior. It’s a tool that my team and I utilize every day.

“I want a service dedicated to my bottom line. DTiQ offers that.”

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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.

Why DTiQ?

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.

SmartAudit™

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?

SmartAudit™ are so valuable to my business; I wouldn’t be a DTiQ customer without them.

MyDTT™

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

Restaurant Incidents

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-Store Incident

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 SmartAudit™ 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 SmartAudit™ we would not have passed this investigation. DTiQ will be implemented into all new stores, with 32-camera systems for full coverage.

DTiQ Teams

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!

Final Thoughts

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.

Contact us for more details.