Streamlining Windshield Damage Assessment for Carglass® Estonia

The Challenge

Before using DriveX, Carglass® Estonia often faced issues with damage assessments. Employees spent time managing photo files, reviewing unclear images and going back and forth with customers to understand the situation. The process was time-consuming and added manual work for the team, sometimes leading to unnecessary customer visits.

To better understand the scope of the problem, we sat down with Sven Freiberg, CEO of Carglass®Estonia and Sirve Siniroht, their Contact Centre Manager. Both highlighted how much time was being spent on repetitive, manual tasks. Employees had to:

• Explain damage photo requirements to clients via phone or email
• Follow up multiple times when the images were incorrect or incomplete
• Manually download and upload photo files into internal systems
• Communicate back-and-forth with insurers

Poor-quality images often meant that employees couldn’t make a damage assessment remotely, forcing clients to visit a service centre just to retake photos. These unnecessary visits were frustrating for clients and created extra workload for the Carglass® team.

The DriveX Transformation

Sven and Sirve envisioned a modern approach: guiding clients through damage assessment with automation and freeing employees to focus on higher-value work. That vision led to DriveX smart inspection flow, which they integrated into their CRM.

Now, when clients report damage:

• They receive a text link with step-by-step photo guidance
• DriveX validates photos in real-time
• Images are uploaded instantly and securely to Carglass® system
• Employees and insurers get the data they need — fast

DriveX eliminated the need for back-and-forth with customers and manual photo handling for employees. Staff now receive higher quality damage reports and more accurate repair decisions, enabling them to consult insurers and plan repairs much faster.

Impact: Fewer Mistakes, Faster Bookings, Happier Clients

Damage Assessments Are Now Smarter

Carglass Estonia sees DriveX AI’s repair-or-replace decision directly in the CRM. If the AI agrees with the booking, the case moves on with no human image review. If it doesn’t, it’s flagged for a quick check and corrected on the spot.

Results:

• 91.5% of jobs are fully automated.
• 8.5% need review. These are the high-value exceptions that stop misbookings and rebookings (e.g. catching a “repair” that actually needs a replacement).

Sirve Siniroht, Contact Centre Manager added: “We know that the DriveX robot does a better job than a human when it comes to damage assessment and its overall reliability is also higher. I have personally reviewed the robot’s decisions and provided evaluations.”

Claim Processing Time Slashed

In cases where Carglass Estonia absolutely needs photos of the damage to formalize the claim or get final approval from the insurer, implementing DriveX allows them to confidently book an appointment for the customer right away.

Before DriveX: 2–3 week delays waiting for photos, reviews and insurer approvals.

Now: ≤ 5 working days to book appointments, driven by higher-quality damage info and more accurate assessments.

Huge Efficiency Gains

Sirve also shared some powerful numbers that highlight the step-by-step impact of DriveX:

DriveX has already helped Carglass® save the equivalent of one employee’s full-time work month each year. With full automation, those gains will nearly triple.

And this is just the beginning. In the next stage, Carglass® plans to automate the entire process by having no manual reviews at all. 

Ready to Transform Your Windshield Damage Assessments?

If you’re looking to reduce manual work, improve claim accuracy and deliver faster service to your customers – DriveX is ready to help.

Book a demo with us today to see what DriveX can do for your business.