Neovia Logistics is one of the world’s leading third-party contract logistics companies. From a client’s warehouse and distribution facility in Northampton, UK, the company serves some of the best-known automotive companies. One of its long-standing clients is BMW Group UK. Since 2018, Neovia has provided BMW Group UK and its retail customers with a streamlined process for ordering and delivering parts.
During a recent contract renewal with Neovia, BMW Group UK requested a more transparent customer claims process. It specified a video-based system capable of monitoring, recording and retrieving footage of every customer order packed, so that all claims could be quickly and accurately validated.
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.
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.
Neovia, already using Octave Coda Video (formerly HxGN dC3 Video), was introduced to award-winning Octave Coda Video Insight (formerly HxGN dC3 Video | Insight) by its trusted security systems partner, Meridian CCTV. Because of the tight integration between the two, rollout was fast. Now, 65 cameras record the ground and mezzanine packing areas around the clock. Each order includes a barcode the packer scans. Once scanned, the warehouse management system is updated. Once a day, this information is automatically synchronized with recorded video footage.
Neovia can now quickly locate and review packing footage, cross-reference against the original order and determine the validity of a claim and, if validated, the cause. All information needed is in one place. Should a claim be rejected, Neovia can securely share redacted video evidence that complies with UK data protection regulations, giving customers 14 days to appeal. In the first four months after deploying the solution, Neovia reduced claims by 40%, successfully disputing more than 370 claims that parts had not been received. Plus, the number of new claims is declining because of the transparency and robustness of the new process.
