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How MS Direct strengthens delivery transparency across its shipping network

  • Increased customer trust and operational efficiency with reliable, real-time tracking.

  • Gained a competitive advantage by providing transparent last-mile performance data.

  • Enabled detailed, harmonized tracking statuses that are superior to competitors' offerings.

  • Positioned for future enhancements, including auto-claims and AI-driven insights.

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About the Customer

MS Direct AG is a prominent e-commerce fulfillment and cross-border solutions provider based in St. Gallen, Switzerland. We provide an end-to-end solution for our e-commerce companies from fulfilment, cross border clearance, end to end shipping & returns management, handling a significant volume of parcels worldwide. In the highly competitive logistics landscape, MS Direct is a proactive and forward-thinking company that understands the value of leveraging technology and data to stay ahead. Recognizing the need to move beyond traditional, reactive systems, they sought a solution that would allow them to not only meet but exceed customer expectations in the new era of AI-driven commerce.

Products Used

AI-Decision-Intelligence_IconAI Decision Intelligence

Delivery Experience_icon

Post-Purchase Connect

The Challenge: 

MS Direct aimed to enhance its real-time tracking capabilities to offer customers even greater visibility. This created a critical business opportunity to turn its delivery experience into a strategic advantage. This challenge is common across the AI Commerce landscape, where MS Direct identified an opportunity to lead through data unification.

The Cost of Inaccurate Data

MS Direct recognized the opportunity to further unify data sources to deliver a consistently seamless post-purchase experience. By integrating multiple carrier data streams, MS Direct sought to simplify visibility and proactively reduce WISMO contacts.

Missed Opportunity for Customer Engagement

A disconnected post-purchase experience meant that once a package was handed off, customer engagement opportunities were lost. The company couldn't proactively communicate with customers about delivery updates, delays, or potential issues, which is a crucial element for building trust and brand loyalty in modern e-commerce.

Stagnation in a Competitive Market

MS Direct saw potential to streamline carrier integration and accelerate growth with a more flexible, scalable data infrastructure. MS Direct’s drive for speed and flexibility led to an initiative to further evolve its cross-border platform for even faster expansion.

"In today's market, you are only as good as the information you can provide your customer. We wanted a proactive platform that would help us deliver an event stronger customer experience and deepen transparency across all shipments." 
Untitled design (2)-Oct-16-2025-07-35-04-5228-AM

Hamdy Eleraky 
Shipping Manager at MS Direct

Impact mock up

The Parcel Perform Solution:

MS Direct chose Parcel Perform's Post-Purchase Connect solution, specifically leveraging the Carrier Data Foundation & Real-Time Data Feed and AI Decision Intelligence capabilities. This decision was driven by Parcel Perform's technical capability to deliver accurate, real-time, and harmonized tracking data across multiple carriers, as well as its clear technical documentation and strong strategic alignment.

Unified Data and Real-Time Visibility

Parcel Perform provided a robust, single source 
of truth by integrating a vast network of carriers and harmonizing their tracking events. This enabled MS Direct to feed reliable, detailed tracking data directly into their own communication channels for end customers, regardless of the last-mile carrier used. This 
eliminated data silos and provided the clarity needed to manage operations effectively.

AI-Powered Insights for Proactive Problem Solving

The platform's AI Decision Intelligence was a key differentiator. It goes beyond simple data collection to provide AI-generated daily summaries and alerts. This allowed MS Direct to move from a reactive state of manually tracking parcels to a proactive one where the system flags potential disruptions before they escalate. This predictive control is essential for managing the complexities of modern logistics.

Agile Integration and a Future-Proof Roadmap

Parcel Perform's promise of easy and fast 3PL logistics integration was a significant factor in the decision. The partnership also included plans for future enhancements, such as a pilot phase for cost audits and the flexibility to integrate additional modules like Logistics and Returns. This demonstrated a commitment to a long-term, scalable solution that could evolve with MS Direct's business needs.

“The Parcel Perform team was easy to work with and responsive, making our  integration smooth. The documentation was so clear that our integration efforts 
were minimal compared to competitors, and the solution delivers harmonized statuses that enable a new level of data accuracy and visibility for our clients."
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Hamdy Eleraky 
Shipping Manager at MS Direct

Fedex Shipment Volume in Netherlands

The Impact:

After implementing Parcel Perform, MS Direct saw a tangible business impact that translated into improved operational efficiency and a stronger market position. The platform’s ability to turn complex data into actionable insights has fundamentally changed how they approach their
logistics and customer experience.

"The partnership with Parcel Perform has further strengthened our logistics ecosystem and support our growth as a full cross-border shipping provider. We’ve gone from reacting to issues to building a genuinely resilient and transparent delivery experience that our customers can trust. It’s a competitive advantage that’s already paying dividends."
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Hamdy Eleraky 
Shipping Manager at MS Direct

  • Enhanced Customer Trust and Transparency 

    By providing reliable, real-time tracking information directly through their own channels, MS Direct was able to offer more transparency to its customers regarding their last-mile carrier performance. This increased customer trust and satisfaction, reducing the burden on customer service teams and allowing them to focus on more strategic tasks.

     

  • A Strategic Advantage through Data-Driven Decisions 

    The detailed and harmonized tracking events provided by Parcel Perform proved to be far more comprehensive than what competitors offered. This deep data foundation, combined with the potential for future AI-driven insights like auto-claims and cost audits, positioned MS Direct to make more informed business decisions and gain a significant competitive advantage.

     

  • Operational Agility and Scalability 

    The partnership has strengthened MS Direct's market positioning through joint market-facing activities and has given them the agility to plan for future enhancements with confidence. With a flexible and future-ready data foundation, MS Direct can now scale effortlessly to meet new market demands.

     

Transform your logistics data from a liability into your most powerful driver of customer loyalty.

Book a demo with us to learn how Parcel Perform can help your business.

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