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.
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.
Building & launching
Defining the strategy
Executing the plan
Creating operational efficiency
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