Digital Windshield Assessments for a Leading South European Repairer

The Challenge

One of South Europe’s largest auto repair shops, serving hundreds of thousands of customers annually nationwide, faced increasing pressure to make job bookings more accurate, modernising online customer experience. While their scale was impressive, the damage assessment was cumbersome for customers and inaccurate for technicians.

Three key challenges stood out:

1. Inconsistent windshield repair or replacement assessments submitted by customers online or in a call center.
2. Repeated back-and-forth with clients, often requiring multiple service visits.
3. Missed opportunities to increase repair rates and build trust with insurance partners.

With customer expectations growing and digital transformation on the horizon, the repairer knew they needed a smarter, faster way to serve clients online and collaborate with insurers. That’s when they turned to DriveX.

The Manual Process (Before DriveX)

The company offered an online damage reporting option, but the results were unpredictable:

• Many customers submitted blurry or incomplete images
• Others forgot to attach photos or captured damage from incorrect angles
• Employees couldn’t always make remote decisions, leading to unnecessary in-person visits
• Insurer communication was time-consuming, scattered across platforms and manual handovers

This wasn’t just inconvenient, it was costly in both time and trust.

The DriveX Transformation

Enter DriveX: an AI windshield inspection solution built for accuracy, automation and ease of use.

Now, when a customer reports a damage online, they’re instantly guided through the process via DriveX:

• AI-led damage assessment provides real-time feedback to ensure photo quality
• AI provides an instant repair or replacement decision
• Damage info is securely uploaded and instantly accessible to both repair company employees and insurance partners
• All information is centralised in one place, no more digging through emails or file shares

Early Pilot Results: Driving Accuracy and Satisfaction

In just the first phase of implementation, the results have been remarkable  (based on 4070 assessments):

• 92% AI accuracy in windshield damage assessments
• Average customer rating: 4.2 out of 5
• Faster decision-making and improved coordination with insurers

As with any new solution, not everyone will be on board from day one. But that’s how innovation happens.

Nevertheless, most customers have shared positive experiences so far:

“Very easy and intuitive.”
“Brilliant! Everything is fast and clear.”
“I liked the app. It was easy.”
“Great and accessible, both the assessment and the replacement.”

Solving an Edge Case

Early in the rollout, a pattern emerged: DriveX’s AI and the client’s employees occasionally disagreed on borderline cases, when chips were located right at the edge of the driver’s field of view (see the image below). 

This wasn’t a bug, but a grey area.

We responded immediately. After a joint session reviewing the cases, the solution became clear: the client needed to adjust the AI’s repairability area slightly to match their internal standards. With this quick configuration, AI and technicians were aligned again.

Problem solved. Trust reinforced.

Compliance with GDPR

For this European repairer, a key aspect of the collaboration was demonstrating DriveX’s compliance with GDPR. Since DriveX is built with privacy as a core principle, the process was relatively quick and smooth.

We don’t handle any personal data about the end user. We only work with vehicle-related data, like photos and location (if the end user allows it). Any information that links to a person stays in the customer’s own systems.

This ensures easy integration, full regulatory compliance and a trusted experience for all parties.

What’s Next

With a successful pilot completed, the repairer is preparing to take things a step further. The next phase?

• Full integration into internal systems
• Automated link delivery to customers
• Up to 92% automation in damage assessments

By reducing manual work and improving accuracy, the company expects not only to save time, but also to boost repair rates and with that increase insurer satisfaction.

The Future is Fast, Accurate and Automated

For this auto repair shop , DriveX is more than a tool – it’s a digital accelerator. It’s helping them deliver better experiences, faster resolutions and smarter decisions.

If your team is looking to cut manual work, impress insurers and delight customers, we’re ready to help.

Let’s talk.