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How to Tame the Chaos and Avoid Losing Support During an MSP Roll-up

 

For nonprofit organizations, maintaining mission-critical operations and protecting your reputation is vital.  And you rely on your IT partner to minimize risks and keep operations running smoothly. So, what happens if another company acquires your IT service provider?

For many nonprofits, it can feel like you get the short end of the stick. The personalized service, understanding of your mission, and tailored solutions you’ve relied on may be replaced by rigid processes, generic support, and confusing new pricing structures.

At GlacisTech, we understand how unsettling this experience can be, and we’re here to offer a better way forward.

Common challenges for nonprofits when their IT provider is acquired

When larger firms acquire smaller IT service providers, the impact on nonprofit clients can be significant. Here’s what many nonprofits have reported experiencing during a roll-up situation:

Just Another Number Syndrome
Larger firms tend to standardize processes, meaning the personalized, hands-on support you once received is often replaced with a one-size-fits-all approach. Trusted support team members who knew your organization inside and out may be replaced with national call centers focusing more on call metrics than actual solutions.

Price Increases and Hidden Costs
During mergers and acquisitions, pricing is often restructured, introducing hidden fees, tiered and bundled service packages, or inflexible contracts that weren’t part of your original service agreement with the smaller provider.

Longer Response Times
The bureaucracy in larger organizations can slow down response times for customer support, project updates, and service requests. Customers accustomed to quick, direct responses from a small team may find themselves navigating layers of management, new processes, and policies that limit responsiveness.

Loss of Local Knowledge
Smaller service providers often have deep local knowledge and relationships. When acquired by a national firm, this local expertise may be diluted, leading to less effective solutions or a decline in understanding of regional needs.

Increased Focus on Profit over Service
Larger firms may prioritize profitability and scalability over customer service and long-term relationship building, leading to a more transactional relationship.

Reduced Flexibility
Nonprofits need solutions tailored to their unique operational and reporting needs. Standardized service offerings can strip away this flexibility, leaving you with decreased service quality and solutions that don’t fully support your mission.

Compromised Mission Alignment
Nonprofits value partnerships with providers who genuinely understand and align with their mission. When your provider is absorbed into a profit-driven entity, that mission alignment often takes a back seat.

Changes in Service Offerings
During acquisitions, service portfolios are typically synthesized and standardized based on the acquiring company’s portfolio, leading to the elimination of non-standard offerings. Reducing services can force nonprofits to plug the service gaps with multiple vendors.

These challenges are real, and they can disrupt your operations, drain your resources, and divert your focus away from what really matters—serving your community and advancing your mission.

Why are IT service providers getting acquired?

The MSP market has experienced robust growth, with the global MSP market valued at approximately $243.33 billion in 2023 and projected to grow at (CAGR) 7.9% to $354.2 billion by 2028, according to Gartner Research. This rapid growth has made the industry a prime target for mergers and acquisitions (M&A) as companies seek to expand market share.

The primary drivers of this M&A include:

  • Enhanced Scale & Efficiency
    Acquisitions in a highly fragmented market allow larger firms to gain operational efficiencies by leveraging economies of scale.
  • Private-Equity Fund Availability
    MSPs are attractive to cash-rich PE (private equity) firms due to their recurring revenue model, predictable cash flows, and high profitability.
  • Talent Shortage & Skills Gap
    Larger firms can quickly absorb skilled talent and specialized knowledge, thus reducing the organic recruitment burden caused by the industry’s significant talent shortage.
  • Smaller MSPs Seeking Exit
    As the trends for digital transformation, cybersecurity threats, and economic uncertainty increase, many smaller MSPs find they are not equipped to adapt and readily seek attractive exit plans offered through an acquisition of a larger firm.

 

How to keep your nonprofit in control and achieve best-in-class IT service quality

At GlacisTech, we believe that nonprofits deserve more than cookie-cutter solutions. We’ve grown organically by focusing on what matters most: delivering exceptional, mission-aligned IT services with a proactive, white-glove approach that truly supports your organization.

Here’s how we do it:

Proactive, Mission-Driven Support
Our ‘Worry-Free IT’ programs for nonprofits address your unique challenges and reduce risks before they become more significant issues that could harm your reputation, interrupt your operations, or impact your funding.

White-Glove Service, Always
We’re committed to providing high-touch, personalized support. Our team is an extension of yours, dedicated to understanding your mission and acting as true partners in your success.

Tailored Solutions, Not Standardized Packages
Your nonprofit and your IT needs are unique. We don’t force you into rigid service packages. Instead, we offer custom solutions to help you meet compliance requirements, secure your data, and optimize your operations without straining your resources.

Stability and Consistency
Unlike providers driven by acquisition, we focus on long-term relationships. You’ll work with a dedicated team that knows your organization’s history, needs, and goals. No sudden changes, no surprises—just consistent, reliable service you can trust.

Aligned Values
We understand that your mission is everything. Our approach is guided by the principle that your IT infrastructure should support—not hinder—your ability to serve your community. We’re here to ensure your technology aligns with your goals so that you can focus on making a difference.

 

Let’s Keep Your Nonprofit’s Mission Front and Center

At GlacisTech, we’re committed to helping nonprofits like yours navigate change and stay focused on their mission. If you’re feeling uncertain about the future of your IT services due to changes in your provider’s ownership, let’s talk. We’ll show you how our Worry-Free IT programs can provide the stability, security, and mission-driven support you need to thrive, even in times of transition.

Don’t let an acquisition derail your goals—partner with a provider who truly understands what it means to serve a mission-driven organization. Reach out to GlacisTech today, and let’s work together to keep your IT systems strong, secure, and aligned with your purpose.

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The GlacisTech Worry-Free HIPAA Compliance Assessment is an on-site evaluation designed to identify vulnerabilities and provide strategic guidance for achieving HIPAA compliance.

 

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About GlacisTech

GlacisTech is a managed service provider (MSP) and managed security solution provider (MSSP) for small to medium-size businesses in the Dallas and North Texas region. GlacisTech helps businesses grow by providing innovative, state-of-the-art IT solutions that allow its customers to reduce network downtime, increase operational efficiencies, and cost-effectively scale their IT to meet the demands of their growing businesses.

GlacisTech’s suite of Worry-Free IT services includes managed IT, cybersecurity, virtual CIO, managed compliance & remediation, and cloud services.

Glacis Technologies, Inc
1130 East Arapaho, Suite 184
Richardson, TX 75081

24/7 Customer Support 469-522-2022
ITsupport@GlacisTech.com

GlacisTech | Managed IT Service Provider | Dallas TX