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Study: Majority of retail, SaaS leaders say all-in-one platforms limit growth

Wednesday, March 18, 2026 — 18:38:28 (UTC)

Study: Majority of Retail and SaaS Leaders Say All-in-One Platforms Limit Growth

68% say their business would grow faster without platform lock-in

CALGARY, ALBERTA, CANADA — March 18, 2026 — More than two-thirds of retail and SaaS business leaders say reliance on a single all-in-one technology provider is limiting growth and slowing innovation, making it difficult to scale, according to a new study from merchant of record company Reach.

The survey of 1,000 retail and SaaS decision-makers found 68% believe their companies would grow faster and 65% say they would generate more revenue if they were not tied to a single provider. Nearly three-quarters (73%) report hidden costs associated with their platform, adding an average of 35% to the original contract price.

The research also reveals a sharp disconnect on the impact of all-in-one platforms inside organizations. While 72% of executive management say all-in-one platforms have accelerated innovation, 58% of project managers say they have limited, dictated, or prevented it. Despite this dissatisfaction, companies remain locked in. Just 16% say they stay with their current platform because they are genuinely satisfied, while nearly 40% cite concerns about lost sales and high costs as the top barrier to switching.

The findings come as retail and SaaS companies face growing pressure to scale across borders while managing increasingly demanding regulatory, payment, and customer-experience requirements. To cope, many turn to merchant of record (MoR) solutions. But, too often, the same lock-in shows up, resulting in fragmented tech stacks, checkout friction, siloed data, and reduced flexibility to adapt and scale.

“Companies often adopt all-in-one platforms for convenience, but what looks simple at the outset can limit flexibility, increase tech debt and reduce control as businesses expand into international markets,” says Sam Ranieri, CEO of Reach. “The traditional MoR model aims to fix this by solving complexities when selling globally. But it is making the same mistakes and restricts the ability of merchants to adapt. All this points to the next phase of retail and SaaS growth coming from technology choices that prioritize flexibility, speed and control. As MoR infrastructure, this is where Reach is focussed: on delivering behind-the-curtain value that fits into the merchant’s world, and enabling global growth through configuration, not integration.”

Key Findings:

· Leaders say platform lock-in is limiting growth and adaptability

68% believe their company would grow faster without being tied to a single provider 67% say being tied to a single platform reduces their ability to adapt to changing customer and business needs 65% say they would generate more revenue without platform lock-in

Hidden costs and workarounds are widespread o 73% report hidden costs associated with their platform, increasing total spend by an average of 35% o 66% say they have paid for additional tools or workarounds outside their core platform subscription o 64% report experiencing tech debt from maintaining platforms and integrations

There’s a stark contrast between executives and operators on platform performance o 72% of executive management say all-in-one platforms have accelerated innovation while 58% of project managers say they have limited, dictated, or prevented innovation o 78% of project managers say platform simplicity claims do not reflect their day-to-day reality

Companies remain locked in despite dissatisfaction o Only 16% say they remain with their current platform because they are genuinely satisfied. o 38% cite risk of downtime or lost sales as the top barrier to switching. o 36% cite switching costs, and 35% cite time and internal resource requirements.

As companies look ahead, they believe the next five years will be shaped by innovation (31%), growth (30%), and adaptation (24%). When asked to identify their technology priorities, respondents cited customization to specific business needs (56%), adaptability to a changing marketplace (54%), and full ownership and control of data (42%). This signals a shift toward more flexible, modular approaches to scaling for businesses. Survey Methodology

The findings are based on an online survey of 1,000 retail and SaaS decision-makers in the United States and the United Kingdom (500 in each market). Sapio Research conducted the study in December 2025 and January 2026 among organizations with more than 100 employees. Respondents held responsibility for technology, commerce or subscription decisions within their organizations. About Reach

Reach is merchant of record infrastructure that lets brands sell globally without replatforming. We handle the complexity of cross-border payments, tax compliance, and fraud management, integrating directly with your existing commerce stack. With local acquiring in 70+ countries and pre-built integrations for major platforms, Reach enables mid-market and enterprise brands to scale internationally while maintaining full control of their customer data and technology.

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Source: Company press release.

Categories: Reports and research