MS Direct digitises retail logistics to boost efficiency and customer satisfaction

Project overview:

• MS Direct sets out to transform from a traditional logistics company into a tech-driven logistics industry leader. 

• A robust e-commerce returns module built in just three months allows retailers to seamlessly send and return shipments beyond EU borders (i.e. Switzerland and the UK). 

• Zühlke’s collaboration and agile approach enabled the rapid development of a cross-border platform, helping MS Direct win new clients and increase revenue.

For over 45 years, MS Direct has been a leading player in the logistics industry. However, in an evolving market where digital agility is crucial, MS Direct’s leadership recognised the need to transition from being a logistics company with some technical capabilities to a technology-driven player with logistics expertise. This ambitious vision called for comprehensive digital transformation.

Without this transformation, the company risked falling behind competitors, losing market share, and failing to meet the growing expectations of its existing clients for seamless, digitally advanced services.

Build vs partner: a strategic dilemma

Initially, MS Direct considered opening its own nearshore software centre to begin its digital transformation journey. The leadership team needed a partner to evaluate this approach, factoring in potential locations, labour costs, tax implications, and other critical considerations. After consulting with several companies, MS Direct chose Zühlke thanks to our extensive software engineering expertise. 
 
Our evaluation revealed that MS Direct would see higher returns by partnering with us through a dedicated team model. Instead of incurring considerable upfront costs and investing a significant amount of time in building their own nearshore centre, they could leverage our tailored team of software engineers and cross-disciplinary experts. 
 
‘Zühlke's expertise and transparent approach convinced us that partnering with them would yield higher business benefits than building our own nearshore centre. Their dedication to understanding our unique needs and providing tailored support was exactly what we were looking for', says Fabrizio Anner, COO at MS Direct.

Our first task was to build and implement a robust and scalable returns module that would enable a fast go-to-market strategy. The goal was to develop a seamless end-to-end process, allowing users to send and return shipments effortlessly. 
 
To build the returns module quickly without sacrificing quality, we took a systematic and agile approach. Our team established clear collaboration processes with MS Direct, including continuous discovery and requirements gathering sessions. 
 
Given the crucial role of warehouse employees as end users, we prioritised gathering feedback from them and tailored the process and final solution to their specific needs. This user-centred approach ensured the development of a functional and practical cross-border platform.

Architectural challenge: balancing custom requirements and standardisation

The primary challenge we faced during this project was architectural – balancing unique returns process requirements for each of MS Direct’s clients with the need for a standardised cost-effective platform. 
 
To address this, we developed a versatile solution that allowed us to tailor features to the unique needs of each retailer. 
 
For example, when a major retailer approached MS Direct with a requirement for a very specific customs clearance process, we tailored the platform to meet this need and essentially developed a bespoke solution. This flexibility was crucial as the retailer needed the tool within two months and had stringent security compliance requirements. 
 
Our ability to adapt and cater to the specific needs of MS Direct’s clients was key to helping the company differentiate and satisfy a diverse pool of retailers.

Collaboration impact: fuelling revenue growth and digital transformation

‘We have reached a significant milestone by establishing a dedicated engineering team in partnership with Zühlke. It is a crucial step forward on our journey to becoming a tech player as the team is our backbone for developing cutting-edge web solutions, driving digital transformation, and enhancing the overall competitiveness of our company in the logistics tech space,’ says Luca Graf, CEO at MS Direct. 
 
Every aspect of our collaboration with MS Direct had a direct impact on its business. By embedding our software engineers into the company and delivering high-quality software quickly, we enabled a smooth product delivery, helped MS Direct win new clients and grow its revenue.