ECS Tuning is a specialty automotive parts company that sells genuine OEM, aftermarket, and performance parts for European vehicles. Based in Wadsworth, OH, the company has become one of the largest online destinations for Audi, BMW, Mercedes-Benz, MINI, Porsche, and Volkswagen parts.
ECS Tuning is a multi-brand automotive parts distributor within the Enthusiast Auto Holdings (EAH) portfolio. As a go-to parts source for auto enthusiasts worldwide, ECS Tuning’s logistics team supports a complex, high-volume operation. But like most teams in the industry, their shipping claims and audit workflows were built around highly manual processes.
And as monthly shipments climbed into the thousands, those manual steps made it harder for the company’s lean team to keep track of every recovery opportunity. So, when Jason Moore joined as Senior Manager of Logistics, he saw the opportunity to re-evaluate how the team managed claim recoveries and audits.
Historically, ECS Tuning submitted claims directly through carrier portals. For each claim, the team gathered documentation, logged in to UPS or FedEx, clicked through multiple screens, and manually entered shipment details. “Sometimes it took ten steps just to get things filed,” Jason says.
From there, the team tracked each claim by hand in spreadsheets. Over time, that process turned into a significant administrative drain. To ease some of that burden, ECS turned to a third-party claims monitoring provider that offered claim filing as a free add-on service. While the tool covered the basics, it still depended on the same people-driven processes behind the scenes. And after two decades in the industry, Jason knew not to take “good enough” solutions at face value.
That’s when he decided to run an independent review of ECS’s shipments. The data showed that ECS was missing roughly $200,000 in claim recoveries each year. “Once we saw that number, it was clear we needed a better solution,” Jason says.
Jason knew that limited visibility and the manual effort required to file and track recovery were slowing progress, and that this would only worsen as they continued to scale. Automation was the obvious next step. But he noticed many tools only outsourced the same manual, error-prone claims processes that his team had already outgrown. “We were looking to move past the industry standard when automation was still emerging,” Jason says.
Beyond automating the process, he knew the best solution had to meet more non‑negotiables: avoiding any additional net cost and minimizing operational lift for an already busy team. It also needed to provide reliable insight into where losses and recoveries were coming from (by brand and location), so Jason could spot recovery trends early. After evaluating several providers, ShipScience was the clear winner.
ShipScience made onboarding straightforward for ECS Tuning. Once Jason granted ShipScience access to ECS’s carrier accounts and billing center, the platform began to flag shipments eligible for reimbursements. Within hours, claims were being filed for non‑POD loss and carrier‑identified damage, all from one prioritized queue. Then, ShipScience’s team configured ECS’s claims workflows so they could finally shift away from multi-step, manual processes.
When a claim begins with a customer-reported issue, like damaged goods, ECS’s team can open a claim in ShipScience in just a few clicks. Shipment details are pulled in automatically, required fields are filled in from connected data sources, and the claim is routed to the appropriate carrier.
From there, ShipScience tracks every claim in a single, unified queue, giving the team clear visibility into status and next steps. Instead of juggling carrier portals and spreadsheets, team members can manage the entire workflow from a single system.
Alongside those agent‑initiated claims, ShipScience also files claims automatically based on carrier events and predefined rules. The system continuously scans shipment and billing records for eligible claim issues, then assembles carrier‑ready evidence and files timely claims on behalf of Jason’s team.
Together, these workflows improve claims approval rates and ensure recoveries that once slipped through the cracks are consistently captured. “Seeing those recoveries show up confirmed we’d finally stopped leaving money on the table,” Jason says.
Claims and recoveries are also organized by brand and location, giving Jason a clear view of trends across ECS Tuning’s portfolio and distribution centers. That clarity also means he can bring specific brand‑level numbers into finance, executive, and carrier conversations and make sharp, data-backed decisions on budgets and carrier terms.
The best part? ShipScience’s team also acts as a natural extension of Jason’s logistics team. When carrier issues or updates inevitably surface, like changes to claim rules, ShipScience adjusts workflows in real time to keep claims approval rates high.
With ShipScience, Jason transformed claims recovery from a recurring operational burden into a reliable source of recovered margin. Claims that once slowed the team down now move quickly and consistently, even as volume continues to scale.
Looking ahead, Jason plans to roll out a one-click claim button inside ECS’s internal systems. He is excited to see how this update will help his team move even faster through recovery workflows.
