On Thursday, 18 November 2015, Ishanie De Silva began a defining decade with Cattani Australia. Ten years later, she remains a trusted voice in the business, often the first person dental professionals, technicians and customers speak to when they contact the company.
For many people calling Cattani, that first conversation matters. It sets the tone, builds confidence, and turns a question, request, or concern into a clear path forward. Ishanie has built her reputation on doing exactly that, with patience, professionalism and a calm understanding of our dealer network.
Ishanie’s journey has taken her across several areas of the business. She started in customer service and sales support, later contributing to marketing, before returning to the customer service team as the company made strong headway into market expansion across Asia. Her experience and broad exposure give her a valuable understanding of how the business works, from customer expectations and internal systems to the needs of the sales team and the practical realities of supporting dental practices.
Over the years, Ishanie has supported invoicing, stock control, business development managers, and day-to-day customer enquiries. She also became the face of Cattani’s Magnolia Infection Prevention and Control training video series. Her role often requires balancing urgency with accuracy, and she is known for keeping things moving while ensuring the details are right. Whether helping a technician source information, assisting a dealer with an order, or supporting internal teams behind the scenes, Ishanie brings consistency to every interaction.
Her contribution extended beyond Australia. Through her work with Cattani Asia, Cattani Malaysia, and Cattani India, Ishanie has supported international relationships and regional operations. This required adaptability and cultural awareness, alongside a strong understanding of process, which she has developed throughout her time with the company.
Among the projects she has been involved in, the warehouse optimisation project stands out as an example of her willingness to contribute to improvements that benefit both the business and its customers. Customer service is often measured in conversations, emails and problem-solving, but the best support also comes from better systems. Ishanie’s ability to connect the customer experience with operational detail has made her a contributor to these improvements.
That work has drawn on Ishanie’s practical understanding of warehouse operations, from supporting first-in, first-out stock movement to improving system scanning and strengthening location tracking. Her contribution has also extended to refining standard operating procedures and as the Phocas Champion within Cattani Australia, Asia and India. More recently, Ishanie has assisted with implementing the new Dynamics 365 CRM platform, supporting better customer data management, improved visibility into interactions, and more streamlined internal processes.
What makes this 10-year milestone especially meaningful is the trust she has earned along the way. In a business that supports busy dental practices and technicians, reliability is essential. Customers need answers, teams need coordination, and every interaction needs someone who understands both the product and the person on the other end of the line.
For a decade, Ishanie has been that person. She has helped shape the customer experience at Cattani by being approachable, dependable, and committed to finding the right outcome. Her work often happens in the background, but its impact is felt across the business, with smoother processes, stronger relationships, and customers who know they are in good hands.
As Cattani celebrates Ishanie’s 10 years with the company, it is also a chance to recognise the importance of customer service as the brand’s front line. Ishanie represents the professionalism, care and continuity that customers remember. Her voice has welcomed thousands of conversations over the years, and her contribution continues to strengthen the connection between Cattani and the people it serves.