Rebuilding a property management company around the needs of customers
Rebuilding a property management company around the needs of customers
Services
Product Strategy, Design & Build, Go-To-Market
Overview
FirstPort is the largest residential property manager in the UK. Having successfully grown its asset base following a Private Equity exit, it was looking to become more operationally efficient, whilst improving the experience for customers and colleagues. To achieve this, the CEO set out a vision for a new digitally-enabled property management company, via a napkin sketch. Class35 was engaged to turn this napkin sketch into a reality.
Highlights
Engaged by the CEO of private equity owned FirstPort to redesign the business from the ground up
Mapped customer experience and enabling business processes to derive requirements for a digital transformation programme
Acted as product owners within transformation programme to realise the business case
Turn a napkin sketch into a reality
FirstPort is the largest residential property manager in the UK. Having successfully grown its asset base following a Private Equity exit, it was looking to become more operationally efficient, whilst improving the experience for customers and colleagues. To achieve this, the CEO set out a vision for a new digitally-enabled property management company, via a napkin sketch. Class35 was engaged to turn this napkin sketch into a reality.
A truly customer-led transformation
Starting with customer needs, we mapped out the end-to-end experience, identifying pain-points, and corroborating these with contact centre data.
We then designed the future-state digital experience alongside new business processes to define the requirements for the new digital platform, the core systems that underpinned it, and the operating model to enable it - whilst quantifying a business case for doing so.
As the programme kicked into delivery, we acted as product owners for the digital platform, ensuring the business case was upheld through product prioritisation.
