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CASE STUDY | IOAN DONUTS HOLDINGS, LLC & AFFILIATES, DUNKIN’





Case Studies

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




CUSTOMER

IOAN DONUTS HOLDINGS, LLC & AFFILIATES, DUNKIN’




INDUSTRY

QSR




SIZE

70+ LOCATIONS




OUR SOLUTION

AN ENGAGED AND RESPONSIVE SURVEILLANCE TEAM THAT TURNED THEIR CAMERAS INTO A
VALUABLE AND ACTIONABLE SOLUTION



54
%



REDUCTION IN REFUNDS

$
1,067.07



SAVINGS/MONTH

44
%



INCIDENT CAPTURE RATE

386.81
%



RETURN ON INVESTMENT


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.


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RECENT PRESS RELEASES
 * DTiQ named by Church’s Texas Chicken® as an approved corporate supplier of
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   June 6, 2023
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   March 22, 2023

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