Meijer Enhances Incident Intake for Actionable Follow-Up
Meijer partnered with Ontic to improve incident intake across nearly 400 stores with standardized reporting that improves data quality, increases visibility into concerning activity, and enables faster action.
Industry
Retail
Company Scale
More than 500 stores
Program
Incident Management and Investigations
Use Cases
Asset Protection, Incidents, Intake
At a Glance
Standardized incident intake gives Meijer earlier visibility and faster follow-up.
Challenge
Document-based reporting created inconsistent submissions and limited visibility into incidents.
Solution
Ontic's customizable incident intake forms standardized reporting and improved data quality.
Impact
Meijer captures more complete incident information, reduces manual follow-up, and responds more efficiently.
Products Used
The Challenge
The Meijer Asset Protection team has always been responsive to incidents that occur across their 500+ locations, distribution centers, and offices. With an evolving focus on threat reporting, the need to collect and gather more information about incidents or concerns is growing.
In the early days, this was manageable with document-based templates for incident reporting, but their process began to become strained, and a new solution was needed to enhance the consistency of information and manage the increasing caseload.
The team knew they were missing visibility of critical incidents, and when they did get reported, context was often limited. There was a clear growing need for an easier way for team members to submit incident reports and to have control over the quality of information being provided.
The Solution
Standardized incident reporting from the very beginning.
When the Meijer team entered discussions with Ontic about their corporate investigations and asset protection needs, the dynamic capabilities of converting an incident into an investigation and managing a case from beginning to end was enticing. They were attracted to the shared accessibility of investigations across the team, the ongoing visibility of subjects, and the ability to collaborate in one system.
However, Ontic’s ability to facilitate incident intake was limited to basic form functionality or integrations with less secure external forms. The team knew they needed something more extensive that allowed for custom questions and required fields to enforce data quality, save time, and support an increasing number of incidents.
The Meijer Asset Protection Team knew there was something to the Ontic software and believed it would benefit their team and the entire organization. So, when the Ontic team listened and confirmed they could build the intake forms Meijer needed, they made the case to bring it on board.
“We are confident that we have early visibility of incidents across the company, that we can take swift action on the most severe issues, and that we can identify trends of high concern that need more attention.”
The Impact
A stronger foundation for faster incident response.
Within a matter of months, Meijer's new incident intake process has strengthened reporting across the organization, helping the Asset Protection team respond more effectively today while creating a foundation for future growth.
More complete incident reporting
Custom incident intake forms with required fields eliminate the need to follow up with store leaders for missing information.
Better management of growing case volume
Accessible, consistent forms help the team manage increasing case volume more effectively.
Greater visibility into concerning activity
Field teams can easily report concerning activity, helping close awareness gaps and enabling earlier identification of higher-concern incidents.
A trusted long-term partner
As Meijer continues to identify new use cases for incident management, Ontic remains a trusted partner committed to supporting the organization's evolving security program.
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