MS Direct · E-Commerce Fulfillment

For the Swiss market it handles on our behalf, the provider meets our requirements very well. The local carrier options have significantly improved our delivery times compared to shipping into Switzerland from abroad, and duty-free delivery has been the biggest win — it removes customs and handling friction at the door, which has led to fewer customer complaints and directly supported our new customer acquisition in Switzerland. The processes were flexible enough to reflect our specific fulfilment and returns requirements rather than forcing us into a rigid standard model.

As a British brand, Switzerland was a challenging market for us for a long time: shipping from abroad meant longer delivery times and customs charges that our customers had to pay at the door. MS Direct has fundamentally changed that. The local carrier options have noticeably reduced our delivery times, and duty-free delivery eliminates all customs and handling friction — this has directly supported our new customer acquisition in Switzerland and significantly reduced the volume of customer inquiries. As a business in the winter sports sector, we have strongly seasonal volumes; MS Direct scales reliably with that curve without requiring us to commit to excess capacity. MS Direct has turned our Swiss fulfilment from a problem area into one of our strongest regions.

The integration was straightforward and, above all, tailored — the implementation was adapted to our existing systems and order flow, not the other way around. The team was responsive throughout the entire setup and we were able to reach go-live quickly without disrupting the rest of our fulfilment network. A dedicated point of contact during the implementation phase ensured that edge cases were resolved promptly, which kept the timeline short.

As a business in the winter sports sector, we have strongly seasonal volumes with a pronounced concentration in the winter months and very low volumes in summer. The provider scaled Swiss volume up and down in line with that seasonal curve without requiring us to renegotiate or commit to excess capacity, and throughput remained stable even during our busiest weeks. This flexibility is a genuine differentiator for a seasonal business.

We would like to see an expansion of the API in the area of delivery data. The interface is in place, but the available tracking and delivery event data is still limited. More granular carrier-level data would allow us to monitor delivery performance in our own systems in near real time and benchmark it against our other regions.

MS Direct meets our fulfillment process requirements very well. Operations are reliable and well-structured, from goods receipt and inventory management through to picking, packing, shipping, and returns handling. Particularly noteworthy is that processes run smoothly and the team quickly finds practical solutions when requirements change or unexpected situations arise.

We work with MS Direct in the area of fulfillment and have had consistently positive experiences. What impresses us most is the combination of reliability, flexibility, and personal support. The team is extremely competent, responsive, and always ready to find practical solutions when requirements change or unexpected situations arise. Operationally, everything runs smoothly throughout the entire process, from goods receipt and warehouse management to order processing and returns management. Processing times are short, communication is clear and transparent, and we can rely on the team to consistently deliver a high level of service. The late order cut-off times are particularly valuable for our business, as they give us additional flexibility and help us serve our customers more efficiently. A fulfillment partner plays a crucial role in the customer experience, and MS Direct has helped us maintain a high level of service and customer satisfaction. Knowing that orders are handled professionally

The integration into our existing systems and processes went smoothly and professionally. Communication was clear, transparent, and solution-oriented from the very beginning. This made it easy to establish the collaboration efficiently and integrate operational workflows into our day-to-day business without major issues.

MS Direct supports us excellently in scaling our shipping volumes. Especially during peak periods, it is important for us to be able to count on fast processing times, clear communication, and stable operations. The late order cut-off times are particularly valuable for our business, as they give us additional flexibility and help us serve our customers more efficiently.

We are currently very satisfied with the collaboration. Looking ahead, additional services that could better support growing e-commerce brands would be helpful, such as enhanced analytics capabilities, greater automation, and additional options in the area of customized packaging solutions and value-added services.

Our products come with special requirements – whether due to their variety (large number of SKUs), their high value, their sensitive weight, or their delicate nature. In MS Direct, we have found a reliable fulfillment partner that perfectly meets our high standards for storage and shipping. Thanks to precise logistics and careful handling, the customer experience remains consistently positive – from the shopping cart to the front door.

MS Direct accompanies us as a reliable partner on our growth journey – with a deep understanding of our specific product requirements and a strong focus on customer satisfaction. Our collaboration is defined by trust, openness, and solution-oriented action. Our needs are taken seriously, and individual requirements are implemented flexibly. We particularly value the dedicated support from the on-site logistics team – always reachable, always thinking ahead. We look forward to the journey ahead and continued growth – side by side.

Our shop runs on Shopify. Connecting the fulfillment service provider was implemented quickly and without any complications.

We are a still-young company in the growth phase. MS Direct has been able to meet our expectations for fast shipping at all times.

I would still wish for a cross-border connection to Switzerland from the German fulfillment center. This request is currently being implemented.

MSD's willingness to invest in technologies, advanced software solutions, and AutoStore has fundamentally transformed our operations: Fast and precise picking and packing: By integrating these cutting-edge technologies and specialized machinery, MSD has significantly enhanced its ability to carry out picking and packing processes quickly and accurately. Over the past few years, this has directly translated into a noticeably improved service level for us. Automation of manual tasks: A large proportion of previously manual processes are now fully automated. This has considerably reduced our administrative burden and operational involvement, allowing us to focus on our core business.

Our experience with MS Direct's fulfillment service, focused on the strategic implementation of their AutoStore, has been nothing short of transformative over the past 18 months. This is not simply a vendor-customer relationship, but a partnership that has led to profound improvements in operational efficiency, fulfillment scalability, and overall service quality. The foundation of this success lies in MS Direct's decisive investment in cutting-edge technologies. The complete transition from manual picking processes to a fully automated system with AutoStore and MSD has fundamentally changed the rules of the game. While the technology delivers the performance, the effectiveness of the partnership is driven by human intelligence and collaboration. The support from MS Direct's Business Development (BD) team has been exemplary. They have proven to be a truly scalable and reliable logistics partner.

While the transition is substantial, the Vendor's approach to continuous development also fully aligns with our requirements: Continuous IT improvement: Even though there is still work to be done in the area of IT integration, the Vendor is actively addressing these requirements. We can see tangible improvements day by day, which underscores the Vendor's commitment to perfecting the system and seamlessly adapting it to our internal processes. Positive customer experience: By investing in tools that improve speed and accuracy, the Vendor consistently meets our requirements and often exceeds them, making us a very satisfied customer.

We are very satisfied with the improvements achieved over the past 18 months. The combination of state-of-the-art automation technology (AutoStore with MSD) and proactive, collaborative resource planning ensures that our fulfillment processes can reliably handle significant volume increases and deliver exceptionally strong performance even during critical peak periods.

The next step is to evolve the partnership with a focus on deeper data integration and specialized value-added services. 1. Enhanced IT integration and transparency Real-time data access: We would like a service that provides detailed real-time access to operational metrics (e.g., inventory turnover rate, staff utilization by area, and detailed cycle count results). Predictive analytics: Offering a service that leverages the extensive data generated by the AutoStore system to provide predictive analytics on inventory thresholds, potential storage issues, or even recommended storage optimizations to further improve density. 2. Value-added services (VAS) and specialized fulfillment Specialty packaging: Formalizing and expanding capabilities for more complex value-added services, such as premium or personalized packaging. Returns management optimization: Introducing a dedicated, highly automated reverse logistics service that integrates returns processing directly into the AutoStore system.

We were a new start-up on the Swiss market, but it was clear to us from day one that we needed a logistics partner with both logistical and technological capabilities as well as cross-border expertise. MS-Direct welcomed us from the very first day and took on a very small company within a large organisation. We have grown together, through good days and bad, but our shared goal has always been to have the best logistics in Switzerland.

MS Direct has provided the decisive backbone for our business success. We never wanted to deal with logistics — we are a sales, marketing and services company committed to growth. That is why we asked MSDirect to play a key role in our success by taking on the critical logistics, delivery and services necessary to support e-commerce and partnership growth.

That was not easy — it was probably the most difficult part of our partnership. The connection to our e-commerce shop was straightforward, but the connection with Galaxus was much more challenging.

We are only a small company, but I think our inventory presents a challenge since it is sourced from Europe and the USA. Fulfillment is working well now, but I think one must be aware that onboarding takes time. Education around product and customer expectations is critical, as is a stable internal project and logistics team. The partnership is key to success.

Continued development of open logistics API technologies to enable more customer-based e-commerce services from other vendors. This is important in order to establish a seamless connection to customer ecosystems.