Case Study - Scaling Enterprise 
Managed Services with a Hybrid Offshore 
Delivery Model.

About Exponential-e

Exponential-e is a leading UK-based managed service provider (MSP), delivering cloud, connectivity, network, and infrastructure services to enterprise customers. The business operates complex, multi-vendor environments and provides 24x7 managed services across server, network, cloud, and core infrastructure platforms.

Maintaining high SLA performance, operational resilience, and cost efficiency is critical to Exponential-e’s service delivery model and commercial success.

The Challenge

Scalable Delivery Model Supporting growing customer demand without over-reliance on expensive and scarce UK-based engineering resources.
Always-On Service Requirements Delivering 24×7 operational coverage with shift-based support, strict SLA alignment, and on-call availability for critical incidents and maintenance windows.
Diverse Specialist Expertise Requiring multiple specialist roles across server and cloud infrastructure, core networking, R&D, and platform validation.
Risks from Rapid Growth Increased exposure to SLA breaches, knowledge gaps, inconsistent documentation, and operational bottlenecks impacting senior UK engineers.
Need for a Trusted Offshore Partner Ensuring access to high-quality offshore capabilities while maintaining strong engineering standards, governance, and customer confidence.

The Solution

Hybrid Managed Services Model Combining managed services ownership with embedded offshore engineering teams for flexible and scalable delivery.
Multi-Tower Engineering Coverage Providing L2/L3 network, server, cloud, core network, and R&D specialists across critical technology domains.
24x7 SLA-Aligned Operations Delivering round-the-clock operational coverage with shift-based support, proactive monitoring, and on-call availability.
Strong Governance & Quality Framework Ensuring ITIL-aligned processes with clear ticket ownership, escalation management, and high-quality documentation.
Knowledge Retention & Continuity Driving structured knowledge transfer, mentoring, and documentation to reduce dependency on individuals.
Cost-Effective Offshore Delivery Enabling significant cost savings and scalable growth without compromising service quality or customer experience.

Results

Reduced Operating Costs Exponential-e achieved significant cost savings by leveraging Infowave’s offshore delivery model compared to equivalent UK-based resourcing.
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The managed services approach delivered predictable, controllable costs rather than variable contractor spend.
Improved SLA Performance Faster incident resolution and more effective escalation handling have contributed to improved SLA adherence and reduced breach risk.
Increased Operational Resilience 24x7 coverage, shift alignment, and offshore depth have strengthened service continuity and reduced reliance on key individuals.
Scalable Growth Without Linear Cost Increase Exponential-e can scale services and onboard new customers without a proportional increase in UK headcount or costs.
Reduced Dependency on UK Engineers Offshore engineers handle a significant proportion of BAU, incidents, changes, and proactive work, freeing senior UK engineers to focus on complex customer engagements and strategic initiatives.
Improved Knowledge Retention & Documentation Consistent documentation and structured handovers have improved knowledge retention across long-running customer environments.
Long-Term Strategic Partnership Infowave operates as a trusted extension of Exponential-e’s engineering and operations teams, not a traditional offshore supplier.
Clients Testimonials

The Heart-Warming Testimonies of Excellence

Infowave Solutions have been a trusted and preferred partner for Exponential-e since 2022. They have consistently supported us with skilled resources operating 24x7 across multiple service towers, playing an important role in maintaining service continuity and operational effectiveness for our customers.

What sets Infowave apart is the quality and reliability of their people. The resources they provide are capable, well trained in their respective areas and aligned with our processes and standards. They integrate well with our internal teams and operate as a genuine extension of Exponential-e, rather than a traditional offshore supplier.

We are very pleased with the partnership and have strong confidence in Infowave Solutions as a long-term partner. I would recommend Infowave Solutions to organisations looking for dependable, high quality offshore delivery across a range of business functions, including IT operations.

Infowave Solutions have been a trusted people and delivery partner to Exponential-e for several years, supporting us with high-quality offshore resources across multiple service towers. From a people and operations perspective, the consistency and stability of the teams Infowave provide has been a key strength of the partnership.

Infowave place strong emphasis on recruitment quality, onboarding, and ongoing people management. Their resources are well-screened, appropriately skilled, and aligned to our ways of working, which has helped drive continuity, reduce attrition risk, and maintain service quality across long-running engagements.

Overall, Infowave Solutions operate as a mature, dependable partner rather than a traditional offshore supplier. We are very happy with the quality of service and would recommend them to organisations seeking a reliable, people-focused managed services partner.

With solutions that are both scalable and future-proof, our software development is easy to implement now and when you decide to take your business to the next level.

Need to talk it through? Our team is ready to listen.

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