Recent research highlights the reliance of retail and SaaS businesses on all-in-one technology providers. A study by Reach, surveying 1,000 industry leaders, found that over two-thirds of respondents consider this dependence a factor limiting growth and slowing innovation.
According to the survey, 68% of leaders believe their companies would grow faster without being tied to a single provider, while 65% say they could generate more revenue independently. Additionally, 73% report hidden costs associated with their platforms, averaging 35% above the original contract price.
The study also reveals differences in perception within organisations. While 72% of executive management feel all-in-one platforms have accelerated innovation, 58% of project managers report that these platforms often restrict or dictate innovation. Only 16% of respondents indicated they are genuinely satisfied with their current systems.
Retail and SaaS companies face growing pressure to scale internationally amid complex regulatory requirements and evolving customer expectations. Many adopt merchant of record (MoR) solutions to manage these challenges, but similar limitations can occur, including fragmented tech stacks, checkout friction, and siloed data that constrain flexibility.
The survey further highlights operational impacts: 66% of respondents reported purchasing additional tools or workarounds outside their core platform subscription, and 64% experienced tech debt from maintaining platform integrations.
Looking ahead, businesses see technology choices prioritising flexibility, speed, and control as central to the next stage of growth. Key priorities include customisation to specific business needs (56%), adaptability to changing markets (54%), and full ownership of data (42%). Over the next five years, innovation (31%), growth (30%), and adaptability (24%) are expected to remain top strategic drivers.
