For years, many MSPs have taken a similar approach to communications: find a solid platform, package it up, and sell it broadly across the customer base.
That approach is starting to break down.
As we move towards 2026, businesses are growing at very different speeds, adopting new channels at different rates, and expecting far more from their communication platforms than simple dial tone. Yet many MSPs are still trying to serve them all with a one-size-fits-all offering.
From a partner perspective, that gap is becoming impossible to ignore.
That approach is starting to break down.
As we move towards 2026, businesses are growing at very different speeds, adopting new channels at different rates, and expecting far more from their communication platforms than simple dial tone. Yet many MSPs are still trying to serve them all with a one-size-fits-all offering.
From a partner perspective, that gap is becoming impossible to ignore.
One Market, Very Different Needs
Not all customers want, or need, the same thing from their communications platform.
Some organisations are perfectly happy with reliable voice and basic functionality. Cost control and simplicity matter most to them.
Others are in growth mode. They’re adding headcount, opening new channels like chat and messaging, and handling rising interaction volumes. For these businesses, basic telephony quickly becomes a blocker.
Then there are more complex organisations that need advanced routing, real-time visibility, deeper insight, and confidence that their platform will scale as they do.
Trying to meet all of these needs with a single package doesn’t just frustrate customers, it limits the MSP’s ability to grow revenue and deliver value consistently.
Some organisations are perfectly happy with reliable voice and basic functionality. Cost control and simplicity matter most to them.
Others are in growth mode. They’re adding headcount, opening new channels like chat and messaging, and handling rising interaction volumes. For these businesses, basic telephony quickly becomes a blocker.
Then there are more complex organisations that need advanced routing, real-time visibility, deeper insight, and confidence that their platform will scale as they do.
Trying to meet all of these needs with a single package doesn’t just frustrate customers, it limits the MSP’s ability to grow revenue and deliver value consistently.
Why Tiered Packages Are Becoming Essential
Tiered communication packages give MSPs a framework to align technology, value, and customer maturity.
Instead of forcing every customer into the same model, tiering allows MSPs to:
Instead of forcing every customer into the same model, tiering allows MSPs to:
- Offer an accessible entry point for smaller or cost-conscious customers
- Support growing organisations with more channels, insight, and control
- Provide advanced capabilities for customers with greater scale and complexity
This isn’t about upselling for the sake of it. It’s about relevance.
Customers are far more receptive to conversations that reflect where they are today and where they’re heading than generic bundles that don’t quite fit.
Customers are far more receptive to conversations that reflect where they are today and where they’re heading than generic bundles that don’t quite fit.
The Commercial Reality for MSPs
From a commercial standpoint, tiered packages solve several long-standing challenges.
First, they make pricing clearer. Customers understand what they’re paying for and why, which reduces friction during sales and renewals.
Second, they create a natural upgrade path. As customers grow, moving from one tier to the next feels logical rather than disruptive.
Third, they reduce churn. When customers can evolve within your ecosystem, they’re less likely to look elsewhere when their needs change.
In 2026, MSPs that don’t offer this flexibility risk being replaced by those that do.
First, they make pricing clearer. Customers understand what they’re paying for and why, which reduces friction during sales and renewals.
Second, they create a natural upgrade path. As customers grow, moving from one tier to the next feels logical rather than disruptive.
Third, they reduce churn. When customers can evolve within your ecosystem, they’re less likely to look elsewhere when their needs change.
In 2026, MSPs that don’t offer this flexibility risk being replaced by those that do.
Complexity Is Increasing, Visibility Matters More Than Ever
Another trend shaping the need for tiered offerings is visibility.
As customers adopt more channels and handle higher interaction volumes, they expect better insight into performance, customer experience, and team efficiency. Basic reporting is no longer enough.
Mid-market organisations, in particular, want real-time visibility and actionable insight, but only when it’s appropriate to their size and maturity.
Tiered packages allow MSPs to introduce these capabilities at the right time, rather than overwhelming customers too early or under-serving them too late.
As customers adopt more channels and handle higher interaction volumes, they expect better insight into performance, customer experience, and team efficiency. Basic reporting is no longer enough.
Mid-market organisations, in particular, want real-time visibility and actionable insight, but only when it’s appropriate to their size and maturity.
Tiered packages allow MSPs to introduce these capabilities at the right time, rather than overwhelming customers too early or under-serving them too late.
Preparing Customers, and MSPs, for What’s Next
Looking ahead to 2026, the most successful MSPs won’t be the ones with the biggest feature lists.
They’ll be the ones who:
They’ll be the ones who:
- Understand where their customers are today
- Anticipate where they’ll be tomorrow
- Offer communication platforms that grow alongside them
Tiered communication packages make that possible.
They give MSPs a way to stay competitive, protect long-term relationships, and position themselves as strategic partners, not just providers of technology.
And in a market where customer expectations continue to rise, that difference matters more than ever.
They give MSPs a way to stay competitive, protect long-term relationships, and position themselves as strategic partners, not just providers of technology.
And in a market where customer expectations continue to rise, that difference matters more than ever.
