Case Study

Case study - IOAN Donuts Holdings, LLC & Affiliates, Dunkin’

Rachel Bienvenue

In This Article

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Case Study

Contributors: Karan Chawala, VP of Operations | Steven Attard, Head of Operations | Maximus Roszkowski, Loss Prevention Manager | Wade Gill, District Manager (8 locations)

Summary

IOAN Donuts Holdings, LLC & Affiliates know success in the QSR space. The group successfully grew from three to 70+ Dunkin’ locations over three years, largely due to their industry expertise and leadership. They took locations that were struggling and turned them around completely.

It was this extreme success across so many locations that made it easy for the group to catch on that something wasn’t right when it came to their refunds.

Their Dunkin’ locations were losing hundreds of dollars a month due to said refunds and the number of monthly refunds continued to climb — on track to cost the stores $1,067.07 per month, or $12,804.84 annually for just two locations. This raised red flags. The team knew that he needed a video solution that could actively aid in discovering and solving the refund problem at hand.

The Challenge

IOAN Donuts Holdings, LLC & Affiliates used March Networks at the time, a video surveillance company , and found that there was no consistent communication or support coming from their team. This lack of communication made it near impossible to home in on what was causing the costly spike in refunds.

The team recognized that their video provider was not up to standard. They received no direct or consistent communication with their current surveillance provider. The team found themselves without a point person at the company or any training, meaning insights from his video provider were hard to pull. They needed a solution that allowed them to review their store performance easily and immediately and provided actionable insights, especially around the growing refunds.

Refunds were becoming a growing concern across locations, with close to 100 different refunds processed in December of 2022 at two stores alone . The team almost immediately picked up on this problem, but without video that could effectively pinpoint each situation, it was increasingly difficult to pinpoint how this was happening. If left unchecked, refunds were on track to cost the team$12,804.84 by the end of the year.

IOAN Donuts Holdings, LLC & Affiliates needed a solution that made it possible to find these incidents with ease, versus sifting through hours of video without support or guidance.

The Benefits

They needed to make a change, so he brought DTiQ in. Within two days, fraudulent refunds that March Networks missed were caught by DTiQ, and refunds started to drop.

Cost Savings: Thanks to SmartAudit™ services, large-scale refund fraud and cash theft was caught. Without SmartAudit™ services, these locations were on track to cost $12,804.84 annually.
Capture of Fraudulent Refunds: Fraudulent refunds were immediately identified and documented with DTiQ’s SmartAudit™ services, conducted weekly, and with custom reporting . This resulted in a 54% decrease in the number of refunds, and cost savings of up to $576.24 monthly at a single location.
Dedicated Support: DTiQ’s team is packed with industry professionals who first-hand experienced the pain points that were taking place at these Dunkin’ locations. They were able to come in and immediately add value, as well as be available on a continuous basis to support.
Insights on the Go: DTiQ’s mobile offering made it possible for Maximus, Karan, Wade, and Steven to review store performance from anywhere at any time. In addition, the team has access to a Sales Activity Report and Loss Prevention Reports in place to address this immediately.
Trimming the team to a trustworthy group: Thanks to DTiQ’s insights, it became clear that certain employees were stealing from their locations. Those employees were terminated, due to their theft that was caught on camera.

“DTiQ has been a great partner during years of tremendous growth at our organization – having only 6 Dunkin’ locations when we first partnered to over 70 Dunkin’ stores today. With DTiQ as our eye in the sky, we’re able to continue expanding the business with peace of mind knowing loss prevention efforts are being always monitored, from refunds to discounts and employee theft. Compared to the theft uncovered through DTiQ, our monthly services pay for themselves while we increase our revenue and ensure we staff honest employees.”

Karan Chawala, VP of Operations

The Outcome

The result was insights so powerful that IOAN Donuts Holdings, LLC & Affiliates has weekly SmartAudit™ reports across their 70+ locations, totaling over 244 SmartAudit™ reports conducted monthly for their business. The numbers of the results speak for themselves:

Over 244 SmartAudit™ reports conducted that go straight to their loss prevention team
Significant decrease in refunds across stores, resulting in $12,804.84 annual savings for their Dunkin’ locations
~85 December monthly refunds of $920 dropped to 39 refunds in January, valued at $236
~~46 July monthly refunds of $576.45 dropped to 24 refunds in August of $193
Over 646 audits between January and March 2023, with 51.7% Incident Capture Rate and 3.8% Fraud Capture Rate
A team of dedicated customer support managers that the Dunkin’ team could get in contact with easily and understood the business inside and out

Insights from the SmartAudit™ services addressed the groups’ main pain points, tackling the increasing costs from refunds, so much so that they had the capacity to hire somebody full-time to work with DTiQ on this. Aside from the considerable cost savings from refunds, the team now has a team in place that they can trust — both internally AND with committed CSMs with DTiQ.

Case study - IOAN Donuts Holdings, LLC & Affiliates, Dunkin’

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