Let’s face it, navigating the digital commerce landscape is challenging. Regardless of your brand’s ecommerce history, “digitally native,” hybrid or new to the digital commerce scene, the last thing you want is a negative partnership with the systems integrator (SI) guiding your brand’s market presence. In the world of digital commerce, just like in your personal life, relationships matter.

When it comes to your business, finding the perfect partner to manage your Magento platform is crucial. However, when the spark fades with your current Magento SI, it might be time to consider a breakup. This post delves into the signs suggesting it’s time to seek a new provider for your ongoing strategy and managed services. 

They’ve Stopped Putting in the Effort

Remember those early days when your SI would shower you with attention, sending you reports, suggesting new strategies, and analyzing your site’s performance? If your current SI has become complacent and seems to be on autopilot, it might be time to rethink the relationship. Just like in any partnership, effort should be a two-way street.

Signs to look for: 

• Missed/slipping SLA
• Team transitions to less experienced members
• Extra cost for internal “knowledge transfers”
• Number of tickets that you opened vs your SI
• QBR/Exec Meetings vanishing:When is the last time you have seen them? Where is the Roadmap and are they contributing?

One-Way Communication

Effective communication is the foundation of a successful relationship. If your systems integrator or provider is unresponsive or leaves you in the dark, it’s a clear sign of trouble. Find a provider that values keeping you informed. 

Signs to look for: 

• Response times to emails/tickets
• Number of people responding in emails/tickets
• Do they communicate in a manner that aligns with your technical understanding?
• What kind of resource is responding?
• How do they mobilize when calling for a specific meeting? Who is doing the talking in those meetings?

Platform Concerns

A solid foundation leads to a solid relationship. The “honeymoon phase” may seem smooth sailing after launching your site and fixing minor bugs, but if your Magento build wasn’t executed correctly, this couldn’t be farther from reality. Simple tasks like content changes, functionality enhancements, 3rd party integrations, or basic upgrades can actually disrupt your site significantly.If your Magento build is causing constant issues, a fresh provider might inject new life and innovation into your platform. 

Signs to look for: 

• Gut feeling that something isn’t functioning as anticipated
• Difficulty making basic site changes without encountering problems
• Frequent bug fixes required with each release
• Missing functionality promised by Adobe
• Sluggish site speed
• Slow administrative experience

Pursuing Divergent Paths

In any partnership, objectives are fluid. As your business progresses, so do your goals. If your SI doesn’t adjust its tactics to match your evolving aims, it could indicate a lack of commitment to your sustained success. Have you ever attended a regular sync with your SI, only to realize the metrics they discuss aren’t aligned with your priorities? Have you attempted to steer them in the right direction, only to see them revert to old habits? A new partner that’s willing to evolve with your business can make a significant difference.

Signs to look for: 

• Are your KPIs the same? 
• Are they reporting on them regularly? 
• Are weekly meetings focused on what is important to you? 
• Is your backlog of work truly collaborative? 
• Do you have a “voice” with your PM/AM? 
• Do you feel in control of the hours that are being billed to you?

Just like in matters of the heart, recognizing when it’s time to move on from your current Magento partner can be tough. Yet, by watching for these signs, you can make an informed decision that benefits your business. Remember, there’s a whole world of system integrators and providers out there waiting to sweep you off your feet and take your e-commerce endeavors to new heights. So, don’t be afraid to take the leap and find a provider that’s the perfect match for your ongoing strategy and managed services. Your business deserves nothing less than a love story for the digital ages!

Explore ITG’s comprehensive managed services that can help steer your e-commerce success and dive into our post on 5 tips for transitioning Magento managed services partners.