Silk Contract Logistics (SCL) is a leading Australian logistics company — proudly 100% Australian-owned and ASX listed. They provide integrated, port-to-door, landside logistics services to some of the world's biggest names.
"FIRST AND FOREMOST, WE FOCUS ON OUR CUSTOMERS"
Founded from the 2012 merger of Kagan Logistics and Hoffmann Transport — two companies with 50+ years of history. Headquartered in Melbourne with facilities across all major Australian cities.
How do we increase productivity,
collaboration & customer satisfaction?
SCL was losing 34% of employee time in collaborating and double-handling customer data — time that could be spent resolving more requests and improving outcomes.
Siloed Customer Data
34% of employee time was lost to collaborating and double-handling of crucial customer data points across disconnected sites.
Multiple Sites & Teams
Floor workers, mid-level managers, drivers, and executives across all major Australian cities — all with different needs and access levels.
No Single Customer Interface
Customers had no unified window to get updates, ask for help, or register grievances — leading to delays and dissatisfaction.
No Productivity Visibility
Management couldn't measure team productivity or track SLA compliance, making continuous improvement impossible.
Stakeholder Requirements Mapped
Simple system, not too complex — familiar email-like interface to ensure user adoption.
Productivity tracking and measurable upticks in team performance.
Customer 360 view — single window interface and cross-department collaboration.