Business Transformation Study
I have always worked for Wendy’s in different capacities and purchased my two stores approximately 20 years ago. I started as an hourly employee in Hays, Kansas, then spent 10 years on the marketing side of the corporation, and subsequently became an operator. I’ve been using DTiQ in both my locations for almost 4 years.
“With DTiQ, all it takes is one phone call and their technicians take care of the problem, either remotely or by visiting the store. There’s no DIY necessary.”
Our initial surveillance systems were sold by local IT and security providers, but they never worked properly. I would wrestle with the companies to get technical support and hardware repaired until the warranty was finally up, after which I would begin looking for a new solution. I don’t have time to untangle wires or make sure everything is properly plugged in, so I needed a provider with top-notch customer service. With DTiQ, all it takes is one phone call and their technicians take care of the problem, either remotely or by visiting the store. There’s no DIY necessary.
The DTiQ Experience
DTiQ has met every one of my expectations. From installation, to customer service, to tech support, there have been no hiccups and DTiQ makes everything really easy. We’ve captured people breaking in, caught employees stealing, used footage to verify customer complaint issues, and disputed worker’s comp claims. DTiQ has a great system in place for pulling specific footage and we are always able to easily provide evidence for police reports. We have cameras and audio in the back office to monitor employee-manager conferences and eliminate the potential for he-said, she said problems.
Benefits of Remote Viewing
From an operator standpoint, if you walk into your store and immediately hear someone calling your name, that’s a sign that things aren’t running smoothly. If all employees are doing their jobs efficiently and there are no major issues, there is reason for your arrival to be identified. DTiQ remote view gives us the chance to look in on each store unannounced and see what’s really taking place when we’re not there. It gives us a better scope of the business from the time the door is unlocked in the morning to the hour it’s secured at night. Remote viewing really helps us figure out the dedication level of various employees, particularly those at management level. Are they performing their role with best interests in mind for the operation, or are they slacking off and becoming unproductive while they think they’re unsupervised? Remote view allows us to uncover positive and negative employee activity.
SmartAudit™ & Triggers
We take our SmartAudit™ reports very seriously. They act as another set of eyes to look at each store and detect areas for improvement. We can identify slip and fall potential, food safety issues, product mishandling, customer service snags, and much more. I love that we can make the reports as detailed and as customized as we want. For instance, we’re currently struggling with employees misusing the back door, so we requested that specialists take a look at that area each time an audit is performed.
We also installed a back door trigger so we can review photos every time the back door is opened. These help us figure out why the door is open: is it a scheduled trash run? Is the manager supervising? Or are employees just walking in and out for breaks, which in turn causes a security issue?
DTiQ in Real Life Situations
We don’t watch our cameras 24/7, but one night we happened to flip them on and saw a brown paper bag sitting right outside the back door. Naturally, this rose some suspicions, so someone went by the store and discovered that the bag contained a bottle of alcohol. We called the manager on duty and asked about it; apparently an employee had purchased the alcohol from a convenience store while on a break, then brought it in the store. The manager didn’t want the alcohol inside, so she took the bottle and placed it next to the back door.
This would have been a tricky issue if we didn’t have the capability to play back footage – how would we have verified if the manager was telling the truth? Because of DTiQ, we knew that the she did everything correctly and that the employee was in the wrong. No questions were left unanswered.
I would recommend DTiQ because of its reliability. You really get what you pay for – unless you can afford your own on-call IT consultant, what good is it to have a Walmart system that doesn’t work? DTiQ works 24/7 – in the time I’ve been using the system, it’s never gone down.
The Wendy’s Company is the world’s third largest quick-service hamburger company. The Wendy’s system includes approximately 6,500 franchise and Company-operated restaurants in the United States and 28 countries and U.S. territories worldwide. For more information, visit www.aboutwendys.com.