MS Direct: Hassle-Free Cross-Border Ecommerce

This presentation at DELIVER Europe 2024, by Luca Graf, CEO of MS Direct, focused on the importance of a seamless and customer-centric approach to cross-border shipping, particularly for the challenging markets of Switzerland, the UK, and Norway.

MS Direct: A Logistics Partner for Ecommerce Success

MS Direct is a logistics service provider with 46 years of experience, specializing in fulfilment, cross-border shipping, and returns handling. The company offers a comprehensive suite of solutions, including warehousing, transportation, customs brokerage, and fiscal representation, to help businesses navigate the complexities of international ecommerce.

Post-Purchase Customer Experience Study

Graf shared insights from a recent study conducted in collaboration with the University of Applied Sciences and Arts Northwestern Switzerland, focusing on the post-purchase experience of online shoppers in Switzerland. The study involved mystery shopping at 42 prominent online shops across various categories, analysing 31 criteria related to the customer journey.

Key Success Factors for Cross-Border Shipping

The study highlighted several key factors that contribute to a positive customer experience in cross-border ecommerce:

• Local Carriers: Offering delivery options through local carriers increases trust and familiarity for consumers.
• Transparency: Clearly communicating carrier information and tracking details throughout the delivery process enhances transparency and reduces anxiety.
• Delivery Options: Providing a variety of delivery options, including standard, express, and Saturday delivery, caters to diverse customer needs.
• Speed: Aiming for delivery within a week, particularly for cross-border shipments, is a good benchmark.
• Customs Clearance: Ensuring smooth and transparent customs clearance processes, with no hidden fees or surprises, is crucial for customer satisfaction.
• Easy Returns: Offering a hassle-free return process with a local return address and clear communication about return costs enhances the customer experience.
• Sustainability: Increasingly, consumers are looking for sustainable options, including eco-friendly packaging and delivery choices.

The Importance of the Swiss Market

Graf emphasised the attractiveness of the Swiss market for e-commerce businesses, highlighting its high purchasing power, central location, and familiarity with cross-border shopping. He also noted the recent elimination of duties, making it even more appealing for international retailers.

MS Direct's Solutions for Cross-Border Shipping

MS Direct offers a range of solutions to simplify cross-border shipping, including:

• Automated Processes: Streamlined and digitized processes for customs clearance, data enrichment, and returns handling.
• Fast Delivery: Efficient transportation and last-mile delivery options, enabling delivery within 48 to 72 hours.
• Transparency and Control: A comprehensive online portal provides visibility into shipments, customs documentation, and performance reporting.
• Local Returns Handling: Local returns processing, including registration, classification, and refurbishment services, ensures quick and efficient returns.

Key Takeaways

• Customer Experience is Paramount: Prioritizing a seamless and positive customer experience is crucial for success in cross-border e-commerce.
• Transparency and Communication: Clear communication and transparent processes build trust and reduce customer anxiety.
• Local Expertise: Partnering with a local expert like MS Direct can help navigate the complexities of international shipping and customs regulations.
• Efficiency and Speed: Streamlined processes and efficient logistics ensure fast and reliable deliveries.
• Sustainability: Offering sustainable options caters to growing consumer demand for environmentally responsible solutions.

By focusing on these key elements and leveraging the right solutions, businesses can unlock the potential of cross-border ecommerce, expand into new markets, and enhance customer satisfaction.