Case Study

Enhancing Operational Excellence for Subway

September 5, 2024

DTiQ

In This Article

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Case Study

Introduction

J&L Sandwiches, INC., a Subway franchise operator, is committed to delivering top-tier customer service and operational efficiency across its locations. With over 37 years in the industry and 21 locations, Owner, Jim Cagle understands the importance of maintaining high standards to drive customer satisfaction and business success. To achieve these goals, J&L Sandwiches partnered with DTiQ, a leader in video surveillance and business analytics, to optimize their operations.

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Challenges

Operating multiple Subway locations presents unique challenges, particularly in ensuring consistency in service, adherence to operational procedures, and managing loss prevention. Jim Cagle recognized the need for a solution that could provide actionable insights and real-time monitoring to address these challenges effectively.

Loss Prevention: Jim was concerned about shrinkage, destruction, and employee theft, impacting his bottom line. Despite his best efforts, the lack of a reliable monitoring system made it difficult to identify and address these issues efficiently.

“We were robbed a couple of times, we had vandalism where they threw rocks through the window, or somebody broke in. The cameras really helped tremendously in all those instances. You can pull the footage for the police. We've watched people and knew exactly who they were when they were breaking into our store at night. Sometimes they were our employees.”

Operational Efficiency: Running multiple locations, Jim struggled to maintain consistent operational standards across all his stores. He needed a tool that could provide insights into various aspects of his business, from customer service to cleanliness, to ensure that each location met Subway’s high standards.

Customer Experience: Jim understood that a positive customer experience was key to his stores’ success. However, without real-time feedback, it was challenging to ensure that every customer interaction met his expectations.

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Solution

J&L Sandwiches implemented DTiQ’s security solutions, which combines video surveillance with advanced analytics. This system allows Jim and his management team to monitor operations across all Subway locations remotely, ensuring that every store adheres to the company’s high standards.

“We've got DTiQ in every store.”

“We mainly focus on when an employee does something on the POS such as a suspicious ring-in, an override, or a comp, you know, an employee meal—things like that.”

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‍Results

Since partnering with DTiQ, J&L Sandwiches has seen significant improvements in overall efficiency and customer satisfaction. The real-time insights provided by DTiQ's platform have enabled Jim and his team to address issues proactively, resulting in a reduction in operational inconsistencies and improved staff performance.

Moreover, the ability to review footage has strengthened J&L Sandwiches' loss prevention efforts, ensuring that any discrepancies are promptly addressed.

Improved Loss Prevention: With DTiQ's advanced surveillance and analytics, Jim can quickly identify instances of theft and other forms of shrinkage. The ability to monitor employee behavior has led to greater accountability and a marked reduction in losses.

“One time, our GM noticed her bread count was off. The cameras caught an employee making four foot-longs for his buddies but only ringing in a bag of chips and a drink. We fired him, but it’s situations like these where DTiQ’s system really proves its worth.”

“We watched a guy one night taking orders with the camera right over the register. He never closed the drawer on cash deals—he’d take the money, turn around, and stick it in his tip jar. DTiQ’s system caught it all.”

“The system works really well, and it’s exactly what the city wanted in case of robberies.”

Enhanced Operational Efficiency: DTiQ’s dashboard has allowed Jim to oversee key performance metrics in real-time. By tracking cleanliness, customer service, and policy adherence, he can ensure that all his stores operate smoothly.

Elevated Customer Experience and Incident Management: Through continuous monitoring of customer interactions, Jim can maintain high service standards and prepare for scenarios where more information is needed to identify the source of the problem.

“We had a customer/employee communication incident that would have cost us $10,000 if it wasn’t for DTiQ.”

“The best thing was that we could handle customer comments and complaints against an employee—you want to see what happened and who's telling the truth. Just because it’s a customer doesn’t mean they're telling you the truth, which, many times, they weren’t. They get upset, have a bad day, and say things. So, the cameras helped tremendously.”

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Conclusion

DTiQ has empowered J&L Sandwiches, INC. to enhance its operational efficiency, reduce theft and shrinkage, deflect destruction, prepare for incidents, and uphold its commitment to delivering exceptional service across all Subway locations. With the continued support of DTiQ’s solutions, Jim Cagle is confident in maintaining and even exceeding the high standards that his customers have come to expect. Through the prevention of loss, a culture of evidence was created.

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About DTiQ

DTiQ is a leading provider of video surveillance and business analytics solutions designed to help businesses optimize operations, enhance customer service, and improve loss prevention. With a focus on delivering actionable insights, DTiQ serves a wide range of industries, including quick-service restaurants, retail, and convenience stores.

Enhancing Operational Excellence for Subway

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