Case Study: Arcos Dorados

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History and Context

Arcos Dorados Peru, the operator of the McDonald’s brand in the country, is part of Arcos Dorados Holdings, the largest independent McDonald’s franchise in the world, with a presence in 20 countries across Latin America and the Caribbean.

In Peru, the company operates more than 30 restaurants in Lima and other regions, adhering to strict global standards of quality, service, and safety.

Aligned with McDonald’s principles, the company aims to deliver a consistent, safe, and high-quality experience in every restaurant, ensuring business continuity and strengthening the brand’s position in the local market, supported by a reliable and scalable technology infrastructure.

Business Challenge

As the McDonald’s operator in Peru, Arcos Dorados faced the challenge of strengthening the security and technology infrastructure across its restaurants, ensuring high availability and reducing operational risks in a continuous operation environment. The company needed to modernize its CCTV (Closed-Circuit Television) systems and enhance its Data Center platform to respond efficiently to incidents, minimize disruptions, and comply with strict corporate and regulatory standards required by a global brand.

From the IT perspective, the challenge was to ensure stability, scalability, and compliance with demanding SLAs, while operationally the priority was to reduce incident response times, protect people and assets, and standardize in-store technology for more efficient and controlled management.

Ricoh Solution

At Ricoh Peru, we designed and implemented a comprehensive Electronic Security and Data Center solution, aligned with McDonald’s global standards and the critical nature of its operations in the country.

For electronic security, a modern and standardized CCTV system was deployed across 15 restaurants, featuring the installation of over 300 security cameras, monitors, NVRs, and switches. This implementation enabled continuous monitoring of critical areas, strengthened risk management, and improved incident response capabilities.

The solution was complemented by Ricoh Workplace Managed Services, incorporating specialized consulting, implementation, onsite and remote technical support, warranty management, and preventive and corrective maintenance. This managed services model ensured stable operations, continuous monitoring, and response times aligned with business requirements.

In parallel, a Data Center infrastructure based on servers, storage, and switches was implemented to ensure the continuity of critical systems supporting restaurant operations, minimizing the risk of disruptions and downtime.

Jussara Paredes, Head of Safety, Health, and Environment, highlights the importance of this solution: "We decided to hire Ricoh’s services because they offered technological solutions that not only helped us address security issues, but also enabled additional use cases across other departments. During the project, we highly valued the consulting service: the entire Ricoh team provided strong support in addressing the challenges that arose during implementation. This had a positive impact on meeting our KPIs, along with the support from post-sales services to promptly handle corrective maintenance."

Results

The implementation of Ricoh’s solution delivered a positive impact on Arcos Dorados’ business:

88% reduction in risks and incidents, strengthening the protection of people, assets, and brand.
Improved incident response and resolution times, reduced from 14 days to 2 days.
Increased customer satisfaction because of improved service levels.

Ricoh and Arcos Dorados co-created the intelligent workplace the company required, tailored to its needs to provide employees with a safe and consistent operational experience, while also ensuring better customer service and protection by integrating Electronic (Physical) Security into its modernization and technological innovation strategy.

Ricoh Latin America, and Arcos Dorados acted together in support of the United Nations Sustainable Development Goals for a better future:

Ricoh at a global level is a company committed to achieving the United Nations Sustainable Development Goals (SDG) by solving social problems through business with the sole purpose of achieving economic growth, a better planet. and a better society.