Case Study: ARF Corp improved
30% operational efficiency in just 90 days

Having been in business for a few years with a couple of locations, ARF Corp. (Dunkin Donuts Franchise) was trying to scale up its operations and improve efficiency. The entire management and operations of the locations was dependent on legacy systems which comprised emails, text messages, and spread sheets. None of these were effective in giving real time information for every store.

ARF Corp management team searched for digital operation systems that could meet their expectations, streamline all operations, and provide all features in a single platform. While they came across various individual solutions, none of them provided an integrated platform which could take care of all restaurant operations.

The primary findings included:

• Multiple systems were available with different user interface which made it difficult for seamless usage across the apps.
• IoT and solution integration options were not available.
• The subscription to the available solutions were very expensive and it was not feasible to justify the investment in a QSR business.
• The learning curve for using the solutions effectively was very steep. With 150% employee turnover in the restaurant industry, it was a challenge to train people to use the system effectively.

As no existing solution was able to meet the expectations of ARF Corp’s management, the CEO took an initiative to create an integrated and cost-effective platform for the QSR franchises.

The aim was to develop a restaurant operations platform that was easy to use, required almost no training, had pre-defined SOPs, was cost effective for franchises, and supported business scalability.

After much research and planning, the Workpulse Platform was created. The platform was designed to work seamlessly for restaurant operations by providing a high degree of flexibility, automation, reliability, and ease of use. Most importantly, it brought the pulse of the organization in the palm of the management’s hands.

With real time reporting, multi-location monitoring, and accountability, ARF Corp was able to have complete visibility across all locations and received actionable data (for the first time) which helped them improve 30% efficiency in just 90 days.

Proactive Approach

With actionable data and accountability, the approach immediately changed to proactive rather than being reactive.

Improved Employee Efficiency

At the store level, time was saved with respect to training the employees to use the SOPs within the platform. For above store level leaders, the real time data and notifications allow coaching to be provided to the employees in addition to identifying areas of improvement as well as productivity. All of this contributed towards improved employee efficiency.

Immediate Visibility Across Functions

The platform enabled managers to get 100% visibility for restaurant operations and allowed critical issues to be addressed immediately. Unnecessary service calls were avoided and the team was able to fix issues themselves. This enabled the team to  provide greater than expected guest experience.

Effective Ops Management

Executing well within the confines of the restaurant location has a direct correlation with guest experience. The Workpulse Platform immediately resolved all challenges with ops management, and helped team members to focus on driving what really mattered.

Increased Span of Control for Above Store Level Leaders

With store level metrics and real time analysis available at the click of a button, Above Store Level Leaders were able to manage 8-10 locations instead of just 4-5. The platform enabled them to get more and do more with less efforts, thereby making their visits to restaurant locations really effective.

Increased Guest Retention

With the Workpulse Platform, the team was able to respond to guest feedback faster (50% faster response time) and ensure proper resolution on time. This directly led to an increase in guest retention for all locations.