Jennifer Soued - AEM Delivery Manager - Better Digital

For many companies, partnering with large IT providers seems like the safe, reliable choice. These vendors often promise expansive resources, top-tier talent, and the ability to handle complex projects. However, as many organizations have found, the reality is far from ideal. Increasingly, companies are becoming frustrated with their large IT partners, leading them to explore alternative solutions. Here’s why.

1. Lack of Flexibility

Big IT providers are known for their structured, standardized processes, which can be a double-edged sword. While these processes are designed to create consistency, they often lack the flexibility required to adapt to a company’s specific needs. For businesses that need quick pivots or custom solutions, this rigidity can lead to project delays and missed opportunities.

One client in a fast-paced retail environment recently shared, “We needed our provider to adapt to changing consumer behaviors quickly, but their processes were so slow that we missed critical seasonal sales windows. We need an IT partner that’s as agile as we are.”

2. Ballooning Costs with No Added Value

Initial contracts with large IT firms may seem reasonable, but many companies quickly find that the cost of ongoing services can spiral out of control. Hidden fees, costly change orders, and high hourly rates for small tasks add up. Worse, companies often feel like they are paying more while receiving less in terms of innovative or customized solutions.

In the words of a frustrated IT director, “It’s like death by a thousand cuts. We were constantly getting hit with additional fees, but we weren’t seeing a corresponding increase in the quality of service or output.”

3. Slow Response Times

In today’s business environment, speed is critical. Unfortunately, the size and complexity of large IT firms can lead to slow response times. Whether it's waiting for approvals, navigating through multiple layers of management, or simply being a lower priority compared to bigger clients, many companies are left feeling neglected.

“Our IT provider took days to respond to urgent requests,” explained a healthcare organization representative. “When we’re dealing with patient data, we can’t afford to wait that long for a fix.”

4. Communication Barriers

With large IT providers, communication can often feel disjointed. Clients might deal with one team during project planning, another during implementation, and yet another for post-project support. This constant switching can lead to miscommunication and a lack of continuity.

“We were passed from one department to another, and it felt like no one really knew our project inside and out,” said one CMO. “We need a partner who understands us and stays with us throughout the entire process.”

5. Lack of Innovation

Big IT firms often stick to tried-and-true methods. While this may work for some projects, companies that want to stay on the cutting edge of technology and customer experience find this approach limiting. These firms can be reluctant to embrace new technologies or take risks, leaving their clients stuck with outdated solutions.

As one tech startup leader put it, “We wanted to innovate and push the boundaries, but our provider kept recommending the same old solutions. It felt like they were more interested in selling us what they had than what we actually needed.”

6. High Talent Turnover

Turnover in large IT firms can disrupt project continuity. Clients often find that just as they get a team up to speed on their unique needs, key people leave, resulting in knowledge gaps and the need for additional onboarding time with new team members.

“We spent months getting the team up to speed, and just when things were starting to click, they switched out half the staff,” recalled a financial services VP. “It was like starting from scratch, but we were still paying the same high fees.”

Conclusion: Why the Shift to Smaller, More Agile Partners Is Growing

These frustrations are leading more companies to seek alternatives, specifically in the form of smaller, more agile IT providers who can offer customized, responsive, and cost-effective services. Businesses today need partners who understand their unique needs, provide innovative solutions, and can pivot quickly when the market demands it.

For companies currently partnered with large IT providers, the question isn’t whether it’s time to switch—it’s how soon.