REA Group's Bold Move: Transforming Customer Service with Personalized Support

REA Group's New Service Model

REA Group has introduced an innovative service model designed to enhance support for its agent customers through a more specialised and personalised approach. This initiative is set to launch in November and will replace the previous Account Partner model with dedicated Relationship Managers assigned to customers.

These Relationship Managers will possess in-depth knowledge of their customers' businesses and the property market, ensuring tailored support. The revamped customer support team will also feature Specialist Sales staff for customised product recommendations, Customer Success Consultants for onboarding and training, and extended-hours Customer Support for urgent issues.

Kul Singh, REA Group’s Chief Customer Officer, highlighted the focus on customer service: “Delivering the best customer service is a key priority... our goal is to simplify the process of connecting with REA.”

Nathan Gallagher, the National Sales Director, noted the positive feedback from pilot programs in Tasmania, Victoria, and NT, stating that with more staff, they can better support customers in maximising their business value with REA.

This launch follows a significant organisational update where REA doubled its Customer Group size and integrated new platforms, including the Ignite self-service campaign management platform.