Operating 50+ locations, each store balanced peak-hour walk-in traffic alongside nonstop third-party delivery fulfillment. While ordering and production were optimized, one critical gap remained — verifying pizza quality at the exact moment it left the kitchen.
By late 2024, refund requests tied to “defective” orders rose 37%, with weekends hit hardest. Photos submitted by customers showed partially eaten or damaged pizzas — but there was no way to determine where the damage occurred.
Without evidence, delivery platforms routinely refunded orders and passed losses back to the restaurant
We weren’t just losing money. We were losing time we didn’t have — guessing instead of knowing
Store Manager, NDA
For OpsPilot to be truly effective, it must be built around your business realities. That’s why we formed a dedicated delivery and strategy team: The Areonic Operational Intelligence Group (OIG).
OIG is a cross-disciplinary team composed of operations strategists, data scientists, and AI specialists whose mission is to co-design, configure, and optimize OpsPilot engagements.
The OIG works as an extension of your organization — translating business problems into measurable outcomes.
In partnership with the Areonic Operational Intelligence Group (OIC), the pizza chain’s operations team designed and deploy a custom Pizza Verification Module — built specifically for fast-paced QSR environments.
With a camera installed directly at the packing station, the system documented the condition of every pizza seconds before it is boxed, automatically and without manual input.
Store managers tried to investigate the truth behind these refunds by reviewing surveillance camera footage but it quickly became unmanageable:
The new system delivered immediate and measurable results, transforming the dispute process and improving internal operations
| Metric | Impact |
|---|---|
| Illegitimate Refund Requests | ↓ 65–80% fewer as awareness of the documentation system deterred fraudulent claims |
| Dispute Resolution Speed | ↑ 5x faster dispute resolution, with quality teams resolving cases in under a minute |
| Margin Protection | Weekend profitability stabilized and protected due to recovered refund amounts |
| Staff Stress & Workload | ↓ Staff stress and order reassembly load due to fewer disputes and rushed remakes during peak hours |
This system gives me control, protects our margins, and lets me focus on improvements instead of disputes
Head of Customer Success
Before Areonic, teams spent hours reconstructing events after the fact. Now, leaders know exactly what leaves the kitchen — objectively and automatically.
Refunds dropped. Disputes accelerated. Teams operated with confidence instead of fear.
Refunds dropped, disputes got faster, and our teams can work without being blamed for things they didn’t do
Head of Quality & Customer Success, NDA
