REA Group is set to introduce a new specialised service model aimed at improving its customer service. The new model, which will be implemented from November, will see dedicated Relationship Managers become the primary REA contact for customers who previously had an Account Partner. These Relationship Managers will be supported by a team of experts, including Specialist Sales, Customer Success and Customer Support.

The new model is designed to simplify the process of connecting with REA and make it easier for customers to benefit from product/feature updates. REA Group delivers, on average, two product/feature updates every week, and the new model aims to help customers make the most of these enhancements.

"Delivering the best customer service is a key priority and our new model is designed to simplify the process of connecting with REA. On average, we deliver two product/feature updates every week, and our goal under the new specialised model is to make it easier for customers to make the most of these enhancements. Our customers have access to more products, options and flexibility than ever before, and we are investing in expanding our customer facing teams who will specialise in helping customers choose the best products and services to meet their needs. With a team of experts on hand, our new service model will support customers to reap the benefits of the REA value offering faster," said Kul Singh, REA Group Chief Customer Officer.

REA Group is also expanding its customer-facing teams to help customers choose the best products and services to meet their needs. This follows organisational updates announced by REA Group last month, which saw the company double the size of its Customer Group and introduce a new customer platforms and services team.

Nathan Gallagher, REA Group National Sales Director, will lead the core sales team and drive the new model. He said, "With more boots on the ground we are set to better support customers in maximising the value of doing business with REA. We’ve run pilots in Tasmania, Victoria and the NT over the last few months and the feedback has been incredibly positive. Customers involved in the pilot have told us our new approach is already helping unlock new value, and we’re excited for what’s to come."

The new service model has already been piloted in Tasmania, Victoria and the NT, and has received positive feedback from customers.