Neovia Logistics has reduced customer claims by 40% after connecting warehouse-management information with video evidence from its Northampton operation. The project, developed for BMW Group UK, gives the logistics provider a way to verify disputed deliveries rather than relying on limited post-event evidence.
The requirement emerged during a contract renewal. BMW wanted a transparent process capable of recording every order as it was packed, then retrieving the relevant footage when a customer reported a problem. Neovia implemented Octave Coda Video Insight, introduced through its security partner Meridian CCTV. The application uses an existing camera estate to support claims validation and identify potentially fraudulent cases.
Barcode-to-video traceability
Neovia already operated 160 cameras with Octave Coda Video, allowing the new capability to be deployed rapidly. Sixty-five cameras cover the ground-level and mezzanine packing zones. They record continuously, with footage retained for 30 days.
Each order carries a barcode that the packer scans before dispatch. The scan updates the warehouse-management system, and the order data is synchronised automatically with the corresponding recordings once a day. Staff can then search for an order, inspect how its contents were packed and compare the footage with the original instruction.
The approach turns video surveillance into an operational data source. It supports a single investigation workflow and helps distinguish a missing part from an incorrect part or another category of service issue.
Evidence supports improvement as well as dispute resolution
During the first four months following deployment in December 2025, Neovia successfully challenged more than 370 claims that parts had not arrived. The reduction in claims has been accompanied by a decline in new cases, which Neovia attributes to a clearer and more robust process.
When a claim is rejected, footage can be downloaded and redacted in the video-management software before being shared with the customer under UK data-protection requirements. The customer has 14 days to contest the decision.
The same records have exposed an internal handling problem: some correctly picked, packed and labelled orders were being placed in the wrong dispatch tote. Neovia now uses the recordings for coaching, showing teams where the process fails and how to prevent a repeat.
Following the UK project, the company is presenting the model as a possible standard for automotive claims management across Europe, North America and Asia. For industrial operators, the case illustrates how existing cameras can become part of a traceability and continuous-improvement system rather than remaining a standalone security investment.
