If you’ve had the same IT company for years, there’s a good chance you’re very happy with them. You know the team, they know your systems and, when something goes wrong, you know who to contact. So, when an email lands in your inbox letting you know that your IT provider has been acquired, it makes sense that your automatic reaction is to hit the big red panic button. After all, you’ve spent years building a relationship with your provider and getting them up to speed with your business. The thought of starting again with someone new, explaining your systems from scratch, and wondering whether the level of support will stay the same probably has you reaching for paracetamol in anticipation of a headache.
But before you start Googling “changing IT provider” and preparing to wave goodbye, take a breath! An IT company being bought doesn’t automatically mean you need to leave. In fact, an acquisition can bring some genuine benefits. The important thing is to look beyond the acquisition itself and focus on what changed for your business.
What can change after an IT company is acquired?
When one IT company acquires another, there is usually some level of change behind the scenes. Teams may be merged, helpdesks can be centralised and processes often become more standardised. The business may also introduce new systems for logging and managing support requests, change account management structures or review its pricing and contracts. None of those things are necessarily bad, they can even be good as standardising processes can make support more consistent and give customers access to better systems. A larger service desk may also mean there are more engineers available when you need help. The question is whether those changes are improving your experience as a customer.
If you used to have a direct relationship with someone who understood your business and you now have to explain the same issue to a different engineer every time, that is a meaningful change. Similarly, if regular IT reviews have become little more than a sales conversation, or simple support requests are taking noticeably longer to resolve, it is reasonable to ask whether the new service model still works for you.
Of course, there is a difference between a temporary period of disruption while two businesses are integrated and a permanent change in the way your IT support is setup. Giving things time to settle is important but that doesn’t mean you have to turn a blind eye to issues indefinitely.
Seven signs your IT support relationship may no longer be working
One of the easiest ways to judge an acquisition is to look at the service you are receiving rather than the promises made when the acquisition was announced. A few changes during the integration process are normal, but these are some of the signs that the new arrangement may not be working as well for your business:
- Your usual contacts have disappeared. If the people you previously dealt with have moved on or been replaced, that doesn’t automatically mean there’s a problem. But if nobody has stepped in to properly take over the relationship, you may find yourself constantly explaining your business and systems to someone new. And that gets old pretty quick!
- You’re dealing with a different engineer every time. Having access to a wider team can be useful, particularly when you need specialist expertise. However, if there is no continuity and nobody seems to understand the bigger picture, even straightforward issues can become unnecessarily frustrating.
- Simple support requests are taking longer to resolve. A centralised helpdesk can work perfectly well, but if response times have noticeably increased or straightforward problems are sitting in a queue for days, it’s worth asking what’s changed and whether the new process is working for you.
- You don’t know who to escalate problems to. When something important goes wrong, you should know who is responsible for getting it sorted. If you’re being passed between teams, departments or ticket numbers without anyone taking ownership, that’s a bigger concern than simply having to wait for a response.
- Proactive support has disappeared. Perhaps you used to have regular reviews where your IT provider would talk through security, upcoming changes and potential issues. If those conversations have stopped or become a sales pitch, you may not be getting the level of strategic support you originally signed up for.
- Your costs have increased without obvious additional value. Price increases can be justified, particularly if you’re receiving additional services or investment. But if the bill has gone up but the service hasn’t noticeably improved, it’s reasonable to ask questions.
- Every conversation seems to lead to another product or service. Recommendations can be valuable when they’re based on a genuine business need. But if discussions increasingly feel like they’re driven by what the provider wants to sell rather than what your business needs, it may be time to reassess the relationship.
What should you ask your IT provider before making any decision?
Before changing IT provider, have an honest conversation with the company now looking after you. You may find that some of the issues you’ve noticed are temporary, or that there is a perfectly good explanation for changes you weren’t aware of.
We recommend that you start by asking who now owns the relationship with your business and who you should contact if you have an important issue that needs escalating. Find out whether the people supporting you understand your systems and your business, rather than just having access to a set of technical notes. It’s also worth asking whether your service levels, processes or contract terms have changed since the acquisition. If your prices have increased, ask what has changed and what additional value you’re receiving in return. Think about recurring problems too. When the same issue keeps coming back, is somebody taking ownership of finding the root cause, or are you simply logging another ticket each time?
Perhaps most importantly, ask what has become better for you since the acquisition. More specialist support? Faster response times? Better security? Wider coverage? If the answer is difficult to identify, that doesn’t necessarily mean you need to leave, but it is most definitely worth having the conversation.
When should you consider looking elsewhere?
Changing IT provider shouldn’t be your first reaction simply because your existing provider has been acquired. Switching can take time and effort, and there is little point going through that disruption if your current service is still doing a good job. However, businesses can also stay with an IT provider long after the relationship has stopped working simply because changing feels like a hassle.
It’s a good idea to make a note of recurring problems, slow response times, changes to your account management, unexplained price increases or anything else that is affecting your business. Take those points to your provider and see how they respond. If they listen, take ownership and make meaningful improvements, that tells you something. If your concerns are repeatedly dismissed, nobody takes responsibility or the service continues to deteriorate, it may be time to jump ship!
What should you look for in a new IT provider?
If you do decide to start looking at alternative managed IT support, don’t only compare prices and lists of services. You want to look at how the relationship will work. Ask who your main point of contact will be, how escalations are handled and how the provider gets to know your business. Find out how proactive support works and whether you’ll receive regular reviews that focus on your technology, security and business plans rather than being presented with another list of products.
It’s also worth asking what happens when something goes wrong. You want to know that someone will take ownership of the problem rather than leaving you to chase different people until you eventually find someone who can help. Ultimately, you’re not just buying access to an IT helpdesk, you’re choosing a partner to help keep your business running, secure and able to grow.
Don’t make a decision based on the acquisition alone
An IT company being acquired isn’t automatically a bad thing, just as staying with them isn’t automatically the right decision. What matters is what the change has meant for your business.
If your support is still responsive, your provider understands your organisation and you’re receiving useful advice and clear accountability, there may be no reason to make a change.
If the service you originally valued has gradually disappeared, though, don’t stay simply because you’ve always used the same company. Have the conversation, ask the difficult questions and judge the response.
And if you’d like an independent second opinion on whether your current IT arrangement is still the right fit, we’re always happy to have an informal conversation. Just book a free, no obligation chat with Mark.
TL; DR
An acquisition doesn’t necessarily mean your IT support will get worse. Larger providers can bring more resources, expertise and coverage. However, things can change as teams are merged, helpdesks are centralised and processes become more standardised so it’s important to review the service you’re receiving.
FAQs
Should I change IT provider if my IT company has been acquired?
Not necessarily, as an acquisition can bring benefits as well as changes. Start by looking at the quality of the service you’re receiving now and whether it still meets your business needs.
Can an IT provider change my contract after an acquisition?
It depends on the terms of your existing agreement and the circumstances of the acquisition. If you’ve been told that your contract, pricing or service levels are changing, ask your provider to explain exactly what is changing and why.
Why does IT support often feel different after an acquisition?
An acquisition may involve merging teams, centralising helpdesks, introducing new processes or changing account management. These changes can affect how quickly you receive support and how your relationship with the provider works.
Is standardised IT support a bad thing?
No, standardised processes can make support more consistent and efficient. The important thing is whether those processes are improving the experience and outcomes for your business.
What are the signs I need a new IT provider?
Consistently slow support, unclear escalation, lack of proactive advice, repeated unresolved problems and poor communication can all be signs that your current arrangement needs reviewing. One isolated issue doesn’t necessarily mean you need to leave.
How do I compare IT providers?
Look beyond price and check how each provider handles support, escalation, proactive advice and account management. Make sure they understand your business and can explain clearly how they will take responsibility when something goes wrong.
Should I get a second opinion before changing IT provider?
Yes, if you’re unsure whether your current provider is still giving you the right level of support, an independent conversation can help you understand what you’re currently getting and what alternatives are available.