Video-based order monitoring helps Neovia verify delivery disputes, successfully challenge more than 370 claims and improve warehouse operations.
Neovia Logistics has reduced customer claims by 40% through a video-based verification system implemented in partnership with BMW Group UK and technology provider Octave. Using Octave Coda Video Insight, the logistics company has improved the accuracy and transparency of its order fulfilment process, enabling faster investigation of delivery disputes and better operational oversight.
Video Technology Strengthens Claims Verification
Neovia Logistics is a global third-party contract logistics provider serving customers across the automotive, aerospace, industrial, technology and consumer goods sectors.
At its warehouse and distribution facility in Northampton, UK, the company supports several major automotive businesses, including long-standing client BMW Group UK. Since 2018, Neovia has managed parts ordering and delivery services for BMW Group UK and its retail customers.
During a recent contract renewal, BMW Group UK requested a more transparent customer claims process. The requirement included a video-based solution capable of monitoring, recording and retrieving footage of every customer order during packing, allowing disputed claims to be investigated and validated accurately.
Neovia was introduced to Octave Coda Video Insight, formerly known as HxGN dC3 Video | Insight, through its security systems partner Meridian CCTV.
The solution enables businesses to use existing security camera infrastructure to investigate customer claims, identify potential fraudulent activity and improve customer service.
According to Neovia Logistics Site Support Manager Mark Williams, the company was already using Octave Coda Video to manage a network of 160 high-quality cameras, providing the foundation for a rapid implementation.
The integration between the two systems allowed Neovia to meet BMW Group UK’s new requirements within a few months.
Automated Video Synchronisation Improves Traceability
The system operates across 65 cameras installed in the ground and mezzanine packing areas. These cameras record continuously, with footage retained for 30 days.
Each customer order receives a label containing a barcode, which the warehouse packer scans during the packing process. The scan updates the warehouse management system, and the order information is automatically synchronised with the corresponding video footage once a day.
This integration allows Neovia to search, retrieve and review recordings of individual orders and compare the items packed against the original customer order.
The process provides a centralised source of information for investigating disputes, identifying the cause of delivery issues and determining whether a claim is valid.
Customer Claims Reduced by 40%
The implementation delivered measurable results within its first four months following deployment in December 2025.
Neovia reported a 40% reduction in customer claims, successfully disputing more than 370 claims involving allegations that ordered parts had not been received.
The company also reported a decline in new claims, attributing the improvement to greater transparency an