Zentrix and SCT Logistics teamed up to deliver innovative solutions to improve productivity, gain valuable business insights and enhance customer satisfaction in the commercial freight industry.

Background

SCT Logistics, founded by Peter Smith in 1974, has come a long way from its humble beginnings with just one truck. Today, the company has evolved into a national, multi-modal transport and logistics powerhouse, specializing in commercial rail transport for major clients such as Blue Scope Steel, Woolworths, and Bunnings. With over 1,100 employees and branches and offices throughout Australia, SCT runs an average of 40 services a week and operates some of the country’s longest commercial trains.

Their Challenge

SCT’s journey with SAP began in 2014, but the company faced a major challenge in their reporting process. With limited reporting options available, most financial and customer reports had to be created manually, leading to a time-consuming and tedious process. The information was outdated by the time it was finally collated and sent to the customer.

Sean Atchinson, the Group Chief Information Officer of SCT Group of Companies, acknowledged the struggle: “Providing consistent and timely data to our customers was extremely difficult because by the time the information was collated, analysed, and provided to the customer, it was already referencing historical data,”

Our Solution

n 2015, Microsoft introduced Zentrix to SCT Logistics to solve their reporting challenges. The solution involved real-time reporting with direct access by customers. The implementation process involved replicating SAP data to a SQL server data warehouse and generating reports with Power BI and Zentrix BI. This was accompanied by the development of a customer-facing portal, enabling customers to run real-time order status reports and proof of deliveries with ease.

The customer-facing portal plays a crucial role for SCT by providing real-time updates on the status of customer shipments to both staff and customers. This self-service portal eliminates the need for manual report generation and streamlines the ordering process. Customers can now easily request a pickup directly through the portal, reducing the time and effort required through traditional booking methods such as email or phone calls. With the integration of SCT’s ordering system, manual data entry previously carried out by support staff is significantly reduced.

The new process shifted some of the responsibility to the customers, requiring them to provide accurate information such as cubic weight, number of pallets, and collection location. This change ensured that the information provided was accurate and up to date, streamlining the overall process.

The customer-facing portal has revolutionized the way SCT operates, allowing the company to stay ahead of the competition and deliver customer-focused solutions that enhance productivity, business insights, and customer satisfaction. The portal eliminates manual data handling and boosts accuracy and efficiency by shifting some of the responsibility to the customer. This new approach to business has solidified SCT’s commitment to delivering unparalleled results for its clients.

For SCT’s larger customers, Zentrix provides customised KPI reporting to ensure that SCT is meeting agreed upon KPIs. These reports are used in monthly and quarterly customer meetings, providing valuable insights that support informed decision making. This solution is a testament to the commitment of both SCT and Zentrix to delivering tailored, customer-centric solutions that drive business success.

Solution Benefits

By working closely with key SCT staff, Zentrix was able to understand the unique business needs and deliver tailored solutions that have greatly improved productivity and business insights. The ease of use of the Zentrix BI platform has made real-time reporting a reality, providing critical support for efficient business operations.

The customer experience has been greatly enhanced with the implementation of self-service reporting and automated reports. Customers now have the ability to access real-time data, and this has brought everyone to the same page, speaking the same language.

“Once everybody talks the same language from a data perspective, it’s easy to understand,” said Sean.

The Zentrix reporting platform has received strong user and customer buy-in, which has become a significant selling point and competitive advantage for SCT. The solution has not only helped SCT retain existing customers but has also been instrumental in acquiring new ones. By demonstrating the value of real-time reporting and customer-focused solutions, SCT has been able to differentiate itself from its competitors and expand its customer base.

“We are a unique transport provider. To be able to tell potential customers that they have full access to the logistical data of their bookings – from collection to delivery – is a game changer.”

Once everybody talks the same language from a data perspective, it’s easy to understand.
Sean Atchinson