• Rising EDI costs and declining service quality are becoming the norm without any added value.
• Mergers, outdated tech, and profit-driven models are behind the sudden shift in EDI provider behavior.
• Businesses must audit their costs, demand transparency, and seek providers that offer flexibility, real support, and reliability.

Introduction

At EDI Support LLC, we hear the frustration from businesses every day:

• “My costs have doubled.”
• “Support takes days to respond and barely helps.”
• “We can’t make simple changes because we have no control over the system and the EDI providers charges huge fees to do the same.”

So what’s going on behind the scenes? What used to be a dependable piece of your supply chain tech stack is now becoming a liability and it’s happening fast.

In this article, we’ll explore why EDI costs are rising while service levels are dropping, what’s really causing the shift behind the scenes, and what red flags to watch for with your current provider. Most importantly, you’ll learn how businesses like yours are reclaiming control and finding better paths forward without breaking the bank or risking trading partner relationships.

The Problem: Rising Costs, Declining Service

1. More Fees, Less Value

Many EDI providers have increased transaction fees, VAN charges, and support costs without improving reliability, flexibility, or speed. You’re paying more, but you’re not getting more.

2. Support is Failing

Gone are the days of prompt, helpful support. Now it’s long wait times, canned replies, and support tickets that seem to disappear into the void. We’ve heard stories from businesses waiting days to resolve simple issues something our clients are shocked to see handled within hours when they make the switch to a more responsive provider.

3. Rigid Workflows Are the New Norm

Providers are forcing businesses into inflexible processes that are costly to maintain and nearly impossible to customize. Every small tweak is a big bill. One common complaint we hear is: “We wanted to make a small partner change, and they quoted us thousands.” This shouldn’t be normal.

4. Reliability is Tanking

Frequent downtime, missed transactions, and slow processing are becoming business as usual. For supply chains, that’s catastrophic.

Why This Is Happening

1. Mergers & Acquisitions

Large corporations have gobbled up smaller EDI providers. What follows? Cost-cutting, impersonal service, and a profit-first approach.

2. Lack of Competition

With fewer independent players in the game, businesses have fewer alternatives. Providers know it and some are taking advantage.

3. Outdated Technology

Many platforms are still running on 20-year-old infrastructure. Instead of upgrading, providers are passing costs on to customers.

4. Support Is Now a Revenue Stream

Once included, basic support now comes with a price tag. Even small issues are ticketed and billed.

The Impact on Your Business

• Disrupted operations due to poor system performance and communication delays
• Higher costs for basic functionality and changes
• Strained relationships with trading partners due to missed or delayed transactions
• Increased compliance risk from unreliable data handling

Red Flags to Watch for in Your EDI Provider

Here’s what to keep an eye on if you suspect your EDI provider is no longer working in your best interest:

1. Unexpected Fee Hikes

• Rising VAN, transaction, or “support” fees
• Charges for adding new trading partners or mapping documents
• Hidden costs buried in your invoice

We suggest: Ask for a line-item breakdown. If they hesitate, something’s off.

2. Slow, Unresponsive Support

• Support tickets taking days or weeks to resolve
• Recycled answers that don’t address your issue
• Having to escalate constantly to get help

We suggest: Reliable support should be timely and human and not transactional.

3. No Flexibility or Customization

• You’re locked into workflows that don’t fit your operations
• You can’t add or remove partners without big fees

We suggest: Your EDI provider should adapt to your business—not the other way around.

4. Forced Migrations with No Clear Benefits

• You’re being pushed into platform upgrades that strip away features or require retraining
• No clear ROI or explanation for the change

We suggest: Always ask what’s in it for you—and get it in writing.

5. Downtime & Reliability Issues

• Missed or delayed documents
• System outages with no explanation or ETA

We suggest: Ask for service level agreements (SLAs) and uptime records.

What You Can Do Right Now

If you’re stuck in an EDI relationship that’s costing more and delivering less, here’s where to start:

1. Audit your current EDI costs.

Break down your monthly and annual spend. Look at transaction volume vs. cost.

2. Measure support performance.

How long do tickets take to resolve? How often do issues come back?

3. Ask your provider hard questions.

• Why are fees increasing?
• What are you doing to improve service?
• Can we customize our workflows?

4. Talk to other providers who are doing it differently.

Many businesses we work with came to us after hitting a breaking point with their previous provider and they’re often surprised at how different EDI can look when customer service is actually a priority.

Want to see what EDI should really cost?

You’re likely paying more than you need to and getting less in return. We built our pricing model to be transparent, flexible, and fair. Use our pricing calculator to see what EDI should actually cost for your business!

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