Learn how REA Group centralized support across 10 countries

Learn how real estate customer, the REA Group in Australia, scaled and centralized their support across 10 countries with Zendesk Support.

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REA Group began its path to operating Australia’s leading real estate and commercial property advertising sites in a garage in Melbourne in 1995. Seventeen years later, it is a $2.2 billion business and has over 700 employees across the globe.

REA Group is a fast-moving, dynamic organization, whose priorities can change frequently. Flexibility is key to almost everything it does, especially in relation to support. REA Group needed the capability to easily increase or decrease its support systems, without creating the overhead required by a data center. It needed its IT service management system to be flexible and fit with its broader IT strategy to embrace cloud computing across global offices.

Ever since its founding, REA Group has grown rapidly. With approximately eight new starters each week (including employees, contractors, and role changes in the Australian and overseas offices), the limits of their previous ticketing system were quickly stretched.

“Shortly after joining REA Group, I knew we had to look for a new support ticketing system since the one we were using at the moment was not meeting our needs. This is how I came across Zendesk Support,” said Damian Fasciani, REA Group’s IT service delivery manager. “Zendesk Support has been one of the most popular implementations at REA Group. We have expanded quite significantly from the original 8 agents to 183, and we continue to grow.”

What impressed Fasciani most about Support was its ease of use and the transparency it enabled across the organization. Anyone using Support can see the ticket queue and easily identify solved or open support requests, as well as those requiring additional information or follow-up. “It’s made everyone feel like they are in the loop when it comes to support,” said Fasciani.

The team was able to immediately begin responding to employees using the tool’s most basic functionality, using predefined response and creating business rules with triggers and automations. In addition, REA Group found that Support is not only scalable, easily keeping pace with the organization’s growing needs, but can also scale according to a user’s knowledge and familiarity with the product.

Support’s simple interface has also been a significant time-saver: agents now log tickets in seconds—as opposed to the 7-8 minutes required with their previous help desk solution—and new users don’t have to decipher what they need in a ticket.

Under the previous help desk solution, Fasciani’s team was dealing with between 350 and 400 tickets in their support queue at any given time. Now that his department has switched to Support, agents are collectively closing 400 tickets per week and have managed to reduce the number of open tickets in their queue to approximately 70 to 85.

One of the most popular features for REA Group has been ticket-logging by type. Agents can select whether a ticket is an incident or a problem, helping them allocate resources and prioritize support requests. REA Group has also successfully streamlined its IT service management system and boosted productivity with macros, which are predefined responses to frequently asked questions. They use triggers to automatically modify tickets and send email notifications to different groups, or to management, based on severity level.

These changes have helped REA Group bring transparency to their help desk, boosted the IT team’s productivity, and resulted in overwhelmingly positive feedback that has entirely changed the way people perceive IT.

“If you ask anyone at REA Group what they think about Zendesk Support, no one can say a bad thing,” said Fasciani.

REA Group also uses the JIRA integration for bug-tracking and website-related issues, and Support’s more than 20 out-of-the-box reports and dashboards to gain instant insight into the support team’s performance and the quality of support they are providing.

Support’s ease-of-use has enabled a widespread implementation of the tool across its organization, paving the way for a more unified way of submitting support issues and streamlining the process for how the company as a whole manages support requests.

“We wanted to centralize all of our support processes so that everyone in the company has one single place to submit, receive, and learn about support issues. This is exactly what Zendesk Support enabled us to do,” said Fasciani. “We’re all about bringing the whole company to Support and saying, ‘This is your one-stop shop to collaborate, talk about incidents, and look at knowledge base articles.’”

There are plans in place to set up REA Group’s subsidiaries on Support so that they can share information and so agents can have shared views of the support activity occurring within each global office.

“Zendesk Support helps us break down barriers and get things done more efficiently.”

– Damian Fasciani IT Service Delivery Manager at REA Group