Neovia Cuts BMW Group UK Claims by 40% with Octave Coda Video Insight
The video-based system helps Neovia verify customer claims, improve order accuracy and strengthen warehouse operations.
Neovia Logistics has reduced customer claims by 40% at its Northampton facility in the UK. The company achieved this by using Octave Coda Video Insight to review footage of packed orders. The system helps Neovia check delivery claims and improve customer service for BMW Group UK.
Neovia is a global third-party logistics provider. It serves companies across the automotive, aerospace, industrial, technology and consumer goods sectors. The company has worked with BMW Group UK since 2018. It manages parts ordering and delivery for BMW Group UK and its retail customers.
During a recent contract renewal, BMW Group UK asked Neovia to improve its customer claims process. The company wanted a video system that could record and retrieve footage of every packed order. This would help both teams check claims quickly and accurately.
Using Video to Check Customer Claims
Neovia learnt about Octave Coda Video Insight, formerly known as HxGN dC3 Video | Insight, through its security systems partner, Meridian CCTV.
The solution uses existing security cameras to help companies check customer claims, improve service and spot possible fraud.
Neovia already used Octave Coda Video to manage 160 high-quality cameras. This made it easier to introduce Video Insight. The company rolled out the new system within a few months.
“It was a case of all the stars aligning,” explained Neovia Logistics Site Support Manager Mark Williams. “We were already using Octave Coda Video to manage our network of 160 high-quality cameras.”
Williams added, “Because of the tight integration between the two systems, we were able to respond to the new requirement within just a few months.”
The system uses 65 cameras across the ground and mezzanine packing areas. They record around the clock and store footage for 30 days.
Each customer order has a label with a barcode. The packer scans this barcode during packing, which updates the warehouse management system. Once a day, the system links this order data with the recorded video footage.
Improving Claims Accuracy and Transparency
Neovia can now search, retrieve and review footage of packed orders. Teams compare the video with the original order to check whether a claim is valid. They can also identify the cause of any issue.
Explained Williams, “We are now able to quickly search, retrieve and review the video of the items being packed, cross reference against the original order and determine the validity of a claim and, if so, what was the cause. The system provides all the information needed to manage the process in one place.”
If Neovia rejects a claim, it can download the relevant footage. The team then uses its video management software (VMS) to redact the footage and meet UK data protection rules. Neovia shares the edited video with the customer, who has 14 days to challenge the decision.
The results have been significant. In the first four months after the system went live in December 2025, Neovia reduced claims by 40%. It successfully challenged more than 370 claims about parts that customers reported as missing. The number of new claims has also fallen as the process has become clearer.
“Prior to deploying Coda Video Insight, we had limited evidence to challenge a claim, meaning we were obliged to accept them,” said Neovia Logistics Inventory Manager Liam O’Brien. “Partnering with BMW Group UK enabled us to leverage innovation and support continuous improvement within our operation, driving significant improvements in the contractual key performance indicators used to measure our service.”
Supporting Staff Training and Better Warehouse Processes
The system also helps Neovia guide customers on how to report different types of claims. For example, customers can report an incorrect part instead of marking it as missing. This helps the team choose the right checks and resolve claims more effectively.
Video footage has also helped Neovia find problems in its warehouse process. In one case, staff picked, packed and labelled orders correctly but placed them in the wrong tote before dispatch. As a result, customers did not receive their goods.
Neovia now uses video footage to show staff where errors occur and how to prevent them.
Williams noted, “We are able to show video as part of our training to highlight where faults are occurring and what we can all do to prevent them from repeating.”
Sharing Best Practices Across Global Operations
Following the project’s success in the UK, Neovia is sharing the approach as a model for automotive claims handling across Europe, North America and Asia.
Williams concluded, “Working with Octave, we have been able to deliver the transparency that BMW Group UK specified, which is benefiting the company, its customers and Neovia. It is a win all round.”
