Streamlining Windshield Claim Management for Carglass® Estonia

The Challenge

Before implementing DriveX, Carglass® Estonia faced several operational bottlenecks that affected both employee efficiency and customer satisfaction. A major pain point was the inconsistent quality of photos submitted by clients for windshield damage claims. This often caused communication breakdowns and errors in damage assessment, resulting in technician idle time and unnecessary customer visits to the service centre.

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 wasted on repetitive, manual tasks. Employees had to:

• Explain 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

What’s more, 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.

Sven and Sirve envisioned a more modern approach: one where clients would be guided through the photo process with automation, and where employees could shift focus from administrative tasks to value-adding work. That vision led them to DriveX.

The Manual Process (Before DriveX)

Carglass® Estonia accepted windshield damage reports via three channels:

• Their website
• Phone calls
• In-person visits to the service centre

If submitted online or by phone, clients were asked to take and send their own photos of the damaged windshield. But this came with challenges:

• Blurry or incomplete photos
• Incorrect angles or missing images
• Forgotten attachments
• Email size limitations

Employees had to manually download, review and re-upload photos to their internal system. If photos were unusable, they had to contact clients again or request an in-person visit – costing time and customer satisfaction.

The DriveX Transformation

Enter DriveX: an intelligent AI windshield inspection technology. Carglass Estonia integrated DriveX with their CRM to receive vehicle information directly in their system.

Now, when clients contact Carglass® remotely, they receive a text message with a DriveX link. This link opens an intuitive mobile interface that:

• Guides clients through the process with real-time instructions
• Ensures photos are taken correctly the first time
• Automatically uploads images securely to Carglass’s system
• Eliminates the risk of photo manipulation or malware

DriveX removed the need for back-and-forth emails and manual uploads. Employees now have instant access to high-quality images, allowing them to evaluate damage, consult insurers and plan repairs without delay.

Carglass® Estonia Contact Centre Manager Sirve Siniroht emphasised the benefit of reduced technician idle time: “Thanks to the DriveX solution, many appointments have been rescheduled in advance based on the photos, thereby saving technicians’ time.”

Results: Time and Efficiency Gains

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

	Before DriveX	With DriveX	With DriveX full automation
Average time per case	142.8 seconds	61.8 seconds	12 seconds
Time saved per case	–	81 seconds	130.8 seconds
Monthly time saved	–	20 hours	54 hours
Annual time saved	–	240 hours	648 hours

DriveX has already helped Carglass® save the equivalent of one 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. The projected results?

• 12 seconds per case for photo-related tasks
• 130.8 seconds saved per case
• 54 hours saved monthly
• 648 hours saved annually

That’s the equivalent of four full working months reclaimed each year.

Improved Client Experience

DriveX not only streamlined internal processes but also made life easier for clients:

• No need to read lengthy guides
• Real-time feedback if a photo isn’t usable
• No more emailing large photo files
• Faster repair scheduling and insurance handling

The result? Happier clients, faster claims and fewer headaches.

What’s Next?

As automation deepens, Carglass® Estonia envisions a future where:

• Clients only need to click a link and take guided photos
• DriveX automatically validates images and damage severity
• Repair or replacement decisions are made instantly – no human review needed

Also, one future course of action is product identification (glass recognition). This currently requires Carglass® employees careful monitoring and comparing two images (the glass identified by the VIN vs. the actual glass on the vehicle). If their service rep isn’t diligent enough and misses a difference or doesn’t check the photos, the wrong glass might arrive at the service center for the job. Carglass® Estonia aims to have DriveX AI assist here in the future as well.

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.