FirstPort

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.

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Class35 was engaged to turn this napkin sketch into a reality.

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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.

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Outcomes

• The platform was deployed and rolled out in 2021
• The promise of the business case and clarity of plan contributed to the company exiting to another private equity firm 
• The napkin sketch is now a reality delivering a 15% operating margin improvement

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