When Bigger Isn’t Always Better
As a business owner, you need reliable IT support that feels personal and responsive to your needs. But when you partner with a Mega MSP that constantly acquires smaller firms, you may start to feel like a number in a never-ending chain of transactions. This trend of consolidation comes with its own set of challenges that could impact your business negatively.
1. Loss of Personalized Service
When a Mega MSP swallows up smaller, local MSPs, one of the first things to disappear is the personal touch. What was once a tailored service experience, where technicians knew your systems and unique needs, becomes generic. You’ll likely find yourself:
- Talking to strangers each time you call for support
- Explaining your needs over and over to new people
- Feeling disconnected from the team that once had your back
You’re no longer working with a provider that’s dedicated to you—you’re working with a corporate giant that prioritizes acquisition over personal service.
2. Decline in Support Quality
Larger MSPs often struggle with internal integration when they acquire multiple companies. Different tools, cultures, and processes can lead to miscommunication and slow response times. As a result, you might experience:
- Inconsistent support—one day you’re dealing with a local team, the next it’s an unfamiliar face in another state.
- Prolonged downtimes due to a complex and overburdened support system.
- A focus on quantity over quality, leaving you frustrated with subpar services.
3. Higher Costs Without Added Value
After a merger or acquisition, prices tend to go up—without a corresponding increase in value. You’re left paying for the Mega MSP’s overhead costs, not the actual support you need. You may experience:
- Sudden price hikes as the company tries to offset the cost of the acquisition.
- Being offered services you don’t need, or being pushed into bundled packages that don’t fit your business.
- A lack of flexibility in pricing or services because Mega MSPs often operate with rigid, one-size-fits-all solutions.
4. Constant Upselling and Pressure to Buy More
Another downside of partnering with a Mega MSP is that they often become more focused on selling you more services rather than solving your current problems. With so many products in their portfolio from constant acquisitions, you might feel like you’re always being pushed toward an upgrade or additional service. This can leave you:
- Feeling pressured into purchasing services you don’t need or want.
- Questioning the MSP’s motives—are they offering you the best solution or just trying to meet sales targets?
- Dealing with constant sales pitches instead of focusing on proactive IT management.
Instead of focusing on your current needs, the relationship begins to feel transactional, and you end up paying for services that don’t add value to your business.
5. Feeling Like a Number
One of the biggest frustrations clients face when dealing with a Mega MSP is that they start to feel like a number. Your company becomes just another account on their balance sheet, leading to:
- A lack of proactive care—your issues are only addressed when something breaks.
- Minimal attention to detail as the MSP shifts focus to its bigger, more profitable clients.
- No real partnership—you’re treated as a customer, not a collaborator in your business’s success.
6. Risk of Service Disruption During Transitions
When MSPs are acquired, it takes time for them to integrate new teams, processes, and clients into their systems. During this period, you could face:
- Confusing transitions with support staff unfamiliar with your environment.
- Delays in resolving issues as the new provider’s team adjusts to internal changes.
- Dropped communication or lost tickets in the shuffle between different departments or teams.
7. Eroding Trust
Trust is essential in any IT partnership, and it’s built through consistent communication, a deep understanding of your business, and a shared commitment to your success. With constant acquisitions, Mega MSPs may struggle to foster this trust. You could find yourself:
- Questioning their loyalty—are they more focused on your needs or on their next acquisition?
- Uncertain about the future—what happens when your MSP is sold off again, or worse, shut down?
- Feeling disconnected from the values and goals that originally made you choose your MSP.
Partner with an MSP That Puts You First
At Schilling IT, we believe in offering personalized, high-quality service that’s tailored to the unique needs of your business. We value long-term relationships built on trust, reliability, and a deep understanding of your goals. With us, you’ll never feel like just another number—we’re invested in your success, not in becoming the next big MSP on the block.
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