REA Group is restructuring its customer group to enhance service across its range of products. The customer group will double in size, merging the previously separate teams for customer product and services with sales, marketing, and customer support under one unified team. This new team will be led by Chief Customer Officer Kul Singh.
This change also expands Singh’s responsibilities to include key services such as CampaignAgent, Realtair, Agency Services, and Agency Marketplace.
Singh explained that the aim is to integrate teams that develop software to simplify processes for customers, allowing them to focus on increasing profits and driving growth. This approach is beneficial from both product and service perspectives.
To strengthen its newly enlarged customer team, REA has brought on Tim Bradley as the Executive General Manager of Customer Platforms and Services. Bradley has a background of five years at REA before transitioning to Xero, where he directed the product, design, and engineering teams for their accounting software. Given his experience in small businesses, Bradley is well-positioned to help REA’s real estate agency clients improve efficiency.
Bradley has quickly settled into his role and together with Singh, he is eager to help the new team come together and prioritize essential product features.
In the coming months, the team plans to engage with as many customers as possible to ensure that the solutions being developed provide real value, thereby driving benefits back to the business. They recognize that different areas within agencies may experience various challenges, such as money management, business expansion, or sales processes. The goal is to identify the highest priorities and focus efforts on delivering maximum value.
While this assessment will take time, Singh believes that the structural changes will enable customers to interact with REA products and services more effectively. He also emphasized that additional enhancements to the customer offering are on the horizon, including an expansion of support services.
Plans include increasing customer service capacity, extending service hours, and providing more training opportunities to help agents maximize their REA subscriptions.
