Midmarket companies encounter unique challenges in the realm of B2B integration. Their requirements are complicated, yet they don’t always get the attention they deserve from legacy providers—largely because these companies haven’t prioritized the service experience of midmarket customers.
Just how bad is the pain?
Consider these stats from our Complete Guide to B2B Integration:
- 46% of B2B integration users are dissatisfied with their service provider’s response times.
- 30% report disruptive service outages.
- 41% report that their service provider can’t respond to changing requirements fast enough (including requests like adding new trading partners).
Clearly, there are some issues going on in the world of B2B integration.
But it’s not all bad news. You just need the right solution.
Here are 5 common problems with legacy B2B integration providers—and how to fix them.
1. Everything is out of scope
B2B integration solutions never stay static. They evolve constantly as you connect with new trading partners—and as integrated systems evolve. With so much change happening both in them and around them, these systems require dedicated attention to keep everything running smoothly.
Yet most B2B integration services offered by EDI VAN and SaaS providers aren’t actually managed services. They’re support services only.
What’s the difference?
Support services are reactive, not proactive. And almost every requirement that comes up is “out of scope.”
This leads to unpredictable billing and uncertain resolution times for emergent issues.
Solution
B2B integration solutions require true managed services that are proactive, not reactive only. Yes, your service provider should put out a fire when it arises—but what if your provider actively worked to prevent such situations?
This is what a true managed service provider (MSP) does. They treat B2B integration the same way an MSP treats your network and cybersecurity services. They stay ahead of things rather than waiting for things to break—and the best companies do it all for one predictable monthly price. (Hint: That’s our model here at Corsica Technologies.)
2. They don’t pick up the phone
Unfortunately, legacy B2B integration providers aren’t actually services companies. They’re software companies first and foremost. They’re structured to develop, refine, and maintain a B2B integration platform. If they offer services, they typically approach this part of their business as low value. They may even look at it simply as a cost to be managed.
This leads to offshore support, understaffing, and lots of impersonal automation in their customer engagement processes.
That’s great for them, perhaps, in terms of cost—but it’s not great for customers.
Solution
B2B integration requires true dedication to delivering services. Traditional B2B integration companies (such as EDI VAN or iPaaS providers) aren’t built on a strong services delivery infrastructure.
But a true MSP is built on services. It’s their primary business.
In fact, a top-tier MSP has fully developed processes, systems, professional resources, and the necessary team structure to deliver an excellent service experience. When you couple that infrastructure with deep expertise in B2B integration—and a proprietary platform like Corsica Integration Cloud—you’ve got a great recipe for success.
3. Your service provider passes the buck
If you’re working with a traditional B2B integration provider (i.e. EDI VAN or iPaaS), they will draw strict lines around their system. They can’t (and won’t) help you with issues that arise outside that system but still affect it. Their main goal is to keep their own technology up and running, enhancing it with new features to bring in more new customers.
What does this mean?
When you encounter a complex problem, you may hear the dreaded words: “Everything looks fine on our end. It must be an issue on your end.”
Now you’re stuck triaging a complicated technology problem, contacting multiple service providers, and trying to coordinate between them.
Solution
Maybe this setup works for you—if you have the time and resources to play referee between different service providers. But most of us would like to get that time back in the day to focus on our core responsibilities.
The solution is a true full-service MSP who handles not only B2B integration, but IT, cybersecurity, and digital transformation too. A provider like this won’t punt when you encounter a complex issue. Rather, they’ll go after it—because they’re fully equipped to do so. (Hint: That’s how we work here at Corsica Technologies.)
4. Integration services are rising in cost (but not in value)
Everyone is feeling the impact of inflation. To some degree, we should expect rising costs in this economy.
But how much is reasonable?
In many cases, we’re hearing from B2B integration customers who’ve had enough. Their service providers are raising prices significantly—so much so that customers are asking why. What net-new value are they getting alongside this rate hike?
The causes behind this phenomenon are complex. Aging technology stacks, pressure from investors, and commoditization of integration technology all play a role. But customers shouldn’t have to suffer like this.
Solution
The reality is that integration technology is commoditized. Platform providers can no longer differentiate based on features and functionality. True differentiation only happens in the realm of customer experience—and a great experience requires B2B integration services.
An MSP solves this problem by delivering on both the services and the platform functionality. Here at Corsica Technologies, we do so through custom solutions built in Corsica Integration Cloud—and we manage those solutions fully with proactive, expert services.
5. It feels like you’re just a number
It’s tough for midmarket companies to get personalized service and attention from legacy B2B integration providers. These platform companies are focused on their biggest customers. That’s understandable, perhaps, but it also leaves midmarket companies feeling like they’re “just a number.”
Unfortunately, that may actually be true.
Right or wrong, legacy providers segment their customers into cohorts to be managed and serviced statistically to a profitability profile. It’s not great, but it’s a necessity for the service provider. It’s literally the only way they can make it work.
Solution
Midmarket companies should look for a B2B integration service provider who’s focused on them. This means a provider who concentrates on the midmarket and doesn’t dedicate all their resources to enterprise-class customers. The right-size provider will be big enough to matter—yet small enough to care. That’s our approach here at Corsica Technologies.
Moving forward: Getting the B2B integration services you deserve
Midmarket companies are in a tough spot when it comes to B2B integration services. You’ve got complex needs, but legacy providers are focused upstream, servicing enterprise-grade clients.
The answer is to find a provider who offers both robust services and a robust integration solution. Here at Corsica Technologies, we solve the complex challenges of midmarket companies every day. With experts in B2B integration, IT, cybersecurity, and digital transformation, we’re equipped to enable our clients with a holistic approach that still retains deep expertise in every specific discipline. It’s a unique kind of value that you won’t find anywhere else.
Ready for a better service experience with B2B integration?
Reach out to schedule a consultation with our B2B integration specialists.
