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Strengthening Loss Prevention Protocol at Atlantis
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Atlantis Management Group
Atlantis Management Group is a New York-based convenience and fuel retail operator recognized for its proactive approach to operational excellence and regulatory compliance. The company maintains high standards and prioritizes employee training to enhance customer service and mitigate risks. This dedication to operational integrity, compliance, and customer satisfaction positions Atlantis as a trusted and reliable convenience provider, delivering value and peace of mind to their customers every day.
A customer returned to the East Sandford store multiple times to discuss their experience claiming winnings from a lottery machine and made accusations they were withholding prize money. The incident escalated and threats of involving law enforcement were made, raising potential legal and reputational risks to Atlantis.
Core Goals
- Confirm all procedures associated with lottery redemptions are followed
- Mitigate potential legal risks by establishing effective dispute resolution processes that prevent escalation.
- Ensure that dispute resolution procedures are standardized for consistency across all locations.
- Protect store reputation by limiting conflict and escalation
How InStore.ai Drove Results
- 01
Early Detection and Analysis
Leveraged InStore.ai to detect the potential issue early, highlighting a threat of police involvement and potential legal action
- 02
Incident Review with Store Employees
Discussed the relevant interactions with store employees to determine appropriate response
- 03
Current Protocol Review
Evaluated existing procedures around machine payouts, disputes, and customer complaints to identify any gaps
- 04
Reinforcement of Clear Procedures
Created standardized protocols for handling machine payouts and disputes, ensuring consistent and fair treatment of customers
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“By leveraging early detection and standardized dispute resolution processes, we were able to proactively address potential risks before escalation. Ensuring fair and consistent lottery payouts not only protected our store’s reputation but also reinforced customer trust and employee confidence in handling disputes.”
Actionable Insights from Every Conversation
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Devices Installed at POS
Compact devices capture voice interactions where they happen — no integrations, no IT overhead..svg)
AI Captures Key Events
The AI identifies business-relevant moments: loyalty mentions, sign-up prompts, savings communicated.%20(1).svg)
Automated Actions Pushed
Summaries, coaching clips, and performance data are automatically delivered to managers and teams.
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InStore.ai Helps Mach 1 Keep the Right Products on the Shelf
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Identifying & Mitigating Compliance Risks
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Mach 1 Empowers Employees to De-Escalate Challenging Situations
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