REA Group has introduced a new service model aimed at offering a more specialised and personalised experience for its customers.
The revamp will see an increase in face-to-face support across the country, with a focus on delivering tailored guidance to help clients maximise their value with REA.
From November, customers will be assigned dedicated Relationship Managers who will become their primary REA contact.
These managers will provide deep market insights and have an intimate understanding of their clients’ businesses.
This approach aims to ensure customers are well-positioned to take full advantage of their REA subscriptions, with Relationship Managers helping to unlock new value and growth opportunities.
In addition to Relationship Managers, the new model will include Specialist Sales team members who will offer recommendations on products, services, and tools best suited to customer needs.
Customer Success Consultants will also be available to provide onboarding and training, while Customer Support will extend its availability to handle time-sensitive issues.
REA Group’s Chief Customer Officer, Kul Singh, highlighted the importance of delivering top-tier customer service.
“Our goal under the new specialised model is to make it easier for customers to make the most of these enhancements.”
He noted that REA delivers an average of two product or feature updates every week, and the revamped model will streamline how customers access and benefit from these improvements.
Nathan Gallagher, REA Group’s National Sales Director, will oversee the core sales team and be a key driver behind the new service structure.
Gallagher emphasised the importance of the increased support, stating.
“With more boots on the ground, we are set to better support customers in maximising the value of doing business with REA.”
He shared that pilots of the new service model in Tasmania, Victoria, and the Northern Territory have already yielded positive feedback, with customers reporting significant improvements in unlocking new value through REA’s offerings.
The service model overhaul follows broader organisational changes within REA Group, including the creation of a new customer platforms and services team.
This team, which includes platforms like Ignite, will collaborate with sales, marketing, and support functions to further streamline customer interactions.
