From MSP to MIP: Infinity Group achieves £1m annual savings with managed intelligence
Problem
Traditional MSP model fell short of customer expectations
For 25 years, Infinity Group evolved with the changing IT landscape – from cables and servers to cloud and customer relationship management (CRM). As the market matured, however, traditional managed services were no longer enough. Customers needed strategic guidance, business applications and measurable outcomes, not just reactive support.
The leadership team recognised the need to move from providing traditional IT support into becoming a strategic, intelligence‑led solution provider, delivering transformation programmes that engaged executive decision-makers and unlocked data-driven insights. This shift required new skills, new methodologies and a new mindset.
“The market was changing… we needed to move from break‑fix to actually providing business outcomes and business solutions for the C‑suite in organisations.”
– Rob Young, CEO of Infinity Group
Solution
Becoming MIP and Customer Zero
Infinity Group chose bold transformation: instead of incremental change, the business committed to transforming from a managed service provider (MSP) to a managed intelligence provider (MIP) and embedding Microsoft technologies across its own operations before taking them to market. By becoming ‘Customer Zero’, the company implemented Dynamics 365, Business Central and AI tooling internally, consolidating data onto a single platform. ‘The Customer Zero journey was really important to us, not only for our teams to understand and get their hands on the technology but for us to really understand the challenges and that journey the customers are going to go through,’ says Young.
Working closely with Pax8, Infinity Group accessed enablement across sales, marketing and technical teams. From data and AI training to Professional Services augmentation, Pax8 helped accelerate capability. Support around Microsoft funding and go-to-market strategy further reduced risk and unlocked growth.
Productisation was key to delivering value quickly. Infinity Group launched BCQuick, a streamlined entry-level Business Central offer, supported by Pax8 Launchpad to qualify, nurture and onboard customers quickly. AI agents were introduced to automate sales qualification, research prospects and improve conversion rates, allowing sellers to focus on meaningful conversations.
“We worked very closely with Pax8 around enablement…the professional service piece augmented our existing teams, allowed us to scale and offered value in those areas as well as understanding of Microsoft and how their funding works…”
– Rob Young, CEO of Infinity Group
Benefit
Re-platforming to the Microsoft stack for scalable growth
By unifying operations on a single Microsoft data platform, Infinity Group created a scalable foundation for growth. Standardised processes, clean data and integrated AI tools gave teams a 360-degree customer view – spanning sales, project delivery and service.
AI agents now qualify leads, build MEDDPICC (Metrics, Economic Buyer, Decision Criteria, Decision Process, Paper Process, Implicated Pain, Champion and Competition) frameworks and surface risk across projects. Microsoft Copilot connects insights from CRM, Project Operations and service systems, empowering teams with contextual intelligence before every customer interaction.
Shifting from reactive support to proactive, data-led services enhanced Infinity Group’s credibility as a forward-thinking Microsoft partner, culminating in winning 2025 Microsoft Partner of the Year Award for Dynamics 365 Business Central.
“Once your data is all in one platform, and you are using tools across that Microsoft stack – the agents, Copilot Studio and even the M365 Copilot are able to access that data – you’re off and running, and the transformation from then onwards is a lot, lot quicker.”
– Rob Young, CEO of Infinity Group
Results
£1m annual savings, 35% revenue growth and 9,500 hours saved
The results speak for themselves. Infinity Group achieved £1 million annual operational savings while delivering 35% revenue growth over a year with no increase in headcount. Copilot adoption surged by more than 500%, resulting in around 9,500 hours saved across the business in the last year.
Professional services now account for nearly half of the company’s revenue, reflecting the successful transition from MSP to MIP. Enhanced efficiency, automation and AI-driven insights have improved both support services and project delivery, reducing risk and accelerating time to value for customers.
With a scalable, AI-powered operating model and a strong partnership ecosystem, Infinity Group is redefining what modern managed services look like.
“The outcomes from our Customer Zero journey have been a million pounds saved operationally…it’s been about 35% growth in the last 12 months, and we’ve done that with the same headcount as we had 12 – in fact, 18 – months ago.”
– Rob Young, CEO of Infinity Group
About Infinity Group
Infinity Group is a leading managed intelligence provider in the UK, harnessing Microsoft technologies and AI to deliver real business impact. As a trusted partner across Microsoft 365, Dynamics 365 and Azure, the company provides deep technical knowledge and intelligent solutions to accelerate its customers’ journey. From productivity and automation to predictive insights and security, Infinity Group ensures organisations are ready for the future.