Melbourne Central: From first come, first served to 90% booking compliance

The challenge

Melbourne Central operates a single loading dock shared between a major retail shopping centre and a 51-floor office tower, right in the heart of the CBD. Around 150 vehicles move through it every day.

Before Veyor, there was no booking system. It was first come, first served. Vehicles queued down the road for up to an hour. Two dedicated dock staff spent their entire day managing vehicles in and out. Tenants had no visibility on when deliveries would arrive. And with limited parking in the CBD, the dock was regularly misused by drivers delivering to nearby businesses.

The operations team needed to solve three problems at once: safety, customer experience, and dock optimisation.

The solution

Melbourne Central implemented Veyor's dock booking system, starting with a one-month trial with no hard enforcement. Within two weeks, 70% of vehicles were booking ahead. Today, compliance sits at 85-90%.

Automated bookings replaced the first come, first served queue. Drivers know their time slot before they arrive. Tenants know when to expect deliveries and can plan resources to receive them. Dock staff no longer spend their day managing the queue and can focus on other loading dock operations, only stepping out to the ramp for vehicles without a booking.

The results

• 85-90% booking compliance within weeks of go-live
• 150 vehicles per day managed through a single dock, on schedule
• Dock staff freed up to focus on operations, not traffic management
• Tenant experience improved: deliveries are expected, not a surprise
• Misuse identified and reduced: the system tracks who is coming in, who they are delivering to, and how long they are spending
• Positive reception from logistics companies: larger operators can now plan their route, knowing exactly when they will get access