Digitizing Port Logistics & Manufacturing for Silk Logistics with Zoho One

About the Client

Silk Logistics Holdings is one of Australia’s leading port-to-door logistics solutions providers. With over 30 warehouses nationwide, Silk offers comprehensive services in port logistics, warehousing, and distribution, supporting major clients in manufacturing, retail, and supply chain management.

The Challenge

Complex Operations, Manual Processes

Silk Logistics’ rapid growth and diverse operations presented significant challenges:

  • Multiple, disconnected business units (port logistics, warehousing, distribution) operating with siloed systems.

  • Reliance on manual spreadsheets and paper-based processes for project management, sales, customer support, and expense management.

  • Difficulty capturing and analyzing business intelligence across teams and divisions.

  • Inefficient customer inquiry management, with over 60+ Outlook mailboxes making service tracking and SLA compliance hard to measure.

  • Expense reporting, approvals, and reconciliation were slow and manual, causing delays in financial processes.

The Problem:
Siloed systems and manual work caused operational bottlenecks, delayed reporting, and hindered cross-functional efficiency and customer service.

Our Solution

Comprehensive Digital Transformation with Zoho One

FI Digital, a Zoho Premium Partner, designed and delivered a full-stack transformation for Silk Logistics:

Discovery & Alignment

  • Consultative discovery to map Silk’s unique needs in manufacturing, retail, distribution, and logistics (MRDL) and financial operation.

  • Segmented teams (MRDL and Financial Services) to target specific workflows and challenges.

End-to-End Implementation

  • Zoho Projects:
    Introduced as the business-wide project management platform, replacing manual methods, improving transparency, and speeding up project delivery.

  • Zoho CRM:
    Implemented for centralized sales pipeline and process automation, enabling automatic lead scoring and conversion, reducing manual sales effort, and providing management with better forecasting.

  • Zoho Desk:
    Unified customer support across 30+ warehouses and business units. Centralized incoming inquiries, automated routing, and set up SLAs & escalation protocols—ensuring no inquiry is missed and customers receive quick, consistent support.

  • Zoho Expense:
    Digitized employee expenses and reimbursement tracking. Integrated approval workflows and automation for expense policies, linked seamlessly with the core finance ERP.

  • Zoho Analytics:
    Aggregated and visualized organizational data across CRM, Desk, and other Zoho tools. Provided 360-degree dashboards for executive, operations, sales, and support teams—enabling both real-time performance monitoring and predictive analytics for capacity and resource planning.

Ongoing Partnership

  • Regular workshops with Silk Logistics to adapt systems and processes as the company evolves.

  • Current focus on unifying analytics and exploring Zoho’s latest AI solutions (Zia) to further automate processes and deliver customer self-service and business intelligence.

The Results

Immediate & Measurable Value

  • Operational Efficiency:
    Seamless, integrated workflows across logistics, warehousing, distribution, and finance. Automation eliminated duplicate data entry and reduced manual, error-prone tasks.

  • Improved Customer Service:
    Centralized and automated inquiry management led to faster response times and higher SLA compliance, greatly improving the customer experience.

  • Paperless Expenses:
    Expense reporting is now fast, digital, and policy-compliant—with automatic integration into finance for instant approvals and reimbursements.

  • Actionable Intelligence:
    Comprehensive performance, compliance, and forecasting dashboards for managers and executives via Zoho Analytics.

  • Future-proof Flexibility:
    A scalable digital platform that grows as Silk expands, ready for ongoing process refinements and new use cases like generative and agentic AI.

Client Testimonial

“We now have Zoho CRM, Desk, Expense, and Projects running across the business. Dashboards, SLAs, automation, and centralized communication have made every aspect of our business more efficient. We continue to work with FI Digital to digitize more areas and unlock new value.”

— Matt Hannah, CIO, Silk Logistics Holdings

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Why Choose FI Digital?

FI Digital specializes in complex, enterprise digital transformations for logistics, manufacturing, and supply chain businesses. Our ongoing, consultative approach and deep expertise with Zoho One ensure scalable solutions that simplify complexity, boost efficiency, and drive measurable results.

Ready to digitize your logistics or manufacturing business?
Contact FI Digital for a consultation on how Zoho One can transform your operations from port to door.