Private education leader ADvTECH harnesses Analytics to ace proactive service management with Freshservice

Please click here to read the original article at Freshworks.com


Transformation Highlights:

  • Africa’s largest private education provider, ADvTECH was previously using a service desk with limitations, so they sought a customizable solution that could seamlessly expand into their various teams and brands to ensure excellent service delivery to their tens of thousands of school and university students in South Africa and the rest of Africa. 
  • The search for a new solution began and ended with Freshdesk for ADvTECH’s students and parents and Freshservice for their employees.
  • With Freshservice, ADvTECH found an easy-to-use, one-stop ITSM solution that allowed all their teams to work together. 
  • They use Analytics extensively to get insights across key performance metrics, which then helps them make data-backed business decisions.
  • Workflow Automator, Self-Service Portal, Ticket Forms, and Change Management are some of the Freshservice features that have proved extremely pivotal for the group.


About ADvTECH Group

ADvTECH Group leads the private sector in Africa in school and tertiary education and resourcing, contributing meaningfully towards sustainable human capacity development in South Africa by providing the highest quality education, training, skills development, and career placement services.

The ADvTECH Group has a tertiary education division, a schools division, and a properties division. They also have a centralized support office, their head office in Sandton, where the IT team, Group Shared Services (centralized finance team for schools), and the Properties team also sit. 

In April 2022, ADvTECH embarked on finding an easy-to-use and customizable one-stop solution service desk that teams across functionalities, brands, and divisions could use. We spoke to the ICT Manager of the Service Desk at ADvTECH to understand how they chose Freshservice to empower digital transformation across the organization.


Moving to a scalable service desk for a fast-growing organization

The IT team at ADvTECH Group was using a different service desk earlier. As the organization grew, they wanted to find a scalable tool that helped collaborate with context. 

ADvTECH also felt they needed an easily configurable and customizable solution that did not require coding knowledge. They were looking to extend this solution across different brands and departments. They wanted to seamlessly move tickets between departments, configure metrics and filters, and derive meaningful insights. 

ADvTECH was looking to expand the scope of offerings of a service desk and extend it to all teams in schools, tertiary institutions, and administrative offices. They also wanted deeper visibility into their organization, so they decided to move forward with Freshservice.


Freshservice’s easy-to-use UI and no-code interface

Moving to Freshservice was an administrative game-changer for ADvTECH. They found a tool that could be used by anyone and across departments. They had already used Freshdesk for a few years, primarily as a customer-facing tool for parents and students. With Freshservice coming in, ADvTECH’s employee experience was positively impacted. Freshservice is now used by their centralized support office to support all their employees.


Leveraging in-depth Analytics to make better business decisions


“As soon as I got involved in Freshdesk, I started looking at the data and building insights with Analytics. And to be honest with you, when I started understanding Freshdesk Analytics, I didn't even bother looking at the other solutions we were planning to look at. We knew we wanted Freshservice.”

ICT Manager of the Service Desk


One of the primary reasons ADvTECH started using Freshservice was how much value they saw in Analytics while using Freshdesk. Insights from Analytics have been game-changing for ADvTECH as they improved agent performance across response and resolution time SLAs.

They have a very systematic approach to tracking performance by creating curated reports for each of their individual tertiary entities. They were further able to drill down data based on tickets raised by each student, ensuring they address students with maximum open tickets and improve their user experience. They also created different reports to track agent performance and incentivize them based on parameters like the highest number of tickets handled and best resolution times. These improvements ensured and will continue to ensure a greater customer experience for students, enabling them to focus even more on their core aim of excellence in education rather than administrative logistics.

ADvTECH has also used Analytics to understand various pain points and improve efficiency across the organization. They created reports for senior management to understand what tickets get logged from their campuses to the centralized support office. After analyzing the results, they made changes like expanding their support teams, upskilling them, and also increasing the limit of tickets handled per agent from 10 to 100. All these initiatives helped them improve their business efficiency and provide a delightful experience to their customers and employees.


Managing high ticket volumes with bucketing, Canned Responses, and Knowledge-base articles

Twice every year, the support office teams at ADvTECH go through their busiest times, once during registration and then during graduation. To tackle this, ADvTECH created a Student Information System (SIS) registration dashboard with various customized widgets to bring granular data into the platform. This helped them better classify tickets into buckets and make resolution more efficient. This bucket view gives them clearer visibility of the main problem areas and allows them to take suitable action.

Along with bucketing, ADvTECH also uses canned responses and solution articles to reduce the workload for their agents. For instance, if an agent needs to help a student change an incorrect date of birth on their registration form, all the agent needs to do is log a ticket. The rep at the support office will connect with them and send them a solution article to help the student in under 30 minutes.


Extending Freshservice experience with Freshworks Marketplace

The ADvTECH team uses a host of apps from Freshworks Marketplace that allows them to drive key integrations with Freshservice and do more with it. Azure Active Directory Provisioning (SCIM) is an integration that helps drive agent productivity through access management.


Tapping into key Freshservice features

The ADvTECH Group pointed out four pivotal benefits they saw with using Freshservice features

  • Better automation and smart workflows: Automation is at the core of ADvTECH’s move to Freshservice. When they made the switch, they worked to mandate automation across as many business processes as possible. The Workflow Automator has been very helpful in simplifying and eliminating the physical need for managing tickets by agents. ADvTECH also uses automation for routing specific tickets to certain agents and to populate a category/subcategory on the agent’s side. ADvTECH has improved its process efficiency and service agility by automating repetitive tasks with powerful workflow automation. 
  • Unified support across teams via the Self-service Portal: ADvTECH has implemented the portal directly for several support teams without having to create separate email addresses for them. This has helped them provide a one-stop shop for all their employees to avail support services from multiple teams. The tickets raised via the portal are all logged using customized forms, which ensures clean data entry for each workstream. The use of the support portal has greatly reduced resolution times across teams. 
  • Efficient data collection with customizable ticket forms: The organization uses forms to capture accurate information from users raising tickets. Earlier, when the teams at ADvTECH relied on email, none of the essential information would get captured, and it would waste a lot of time. Freshservice’s ticket forms have customizable fields and can be modified as needed. ADvTECH has modified these form templates to suit each department and function, which ensures that only relevant information is captured for various tasks. Using ticket logging forms, they have provided their business with important insights and captured in-depth information from users. They get access to 90% of the required information to resolve a ticket more efficiently and within SLA.
  • Automated approvals via Change Management: ADvTECH has optimized its systems and processes using Freshservice – from notifications to track change requests to monitoring and reporting. ADvTECH uses intelligent workflows that facilitate ticket routing based on system, priority, and category. For instance, if a change request comes in that needs approvals, a notification will go out to the relevant agents, and once the approvals have come in, the change will automatically be facilitated, concluding the change lifecycle. Within ADvTECH’s IT division, many departments have access to change control, such as the Security team, the Cyber Security team, the Desktop team, the Enterprise team, the Data Enterprise team, and the SIS team.


Looking ahead

ADvTECH is investigating the possibility of more applications for bots to lessen the workload on agents by focusing on deflecting most tickets. They are also keen to further seamlessly tie Freshdesk and Freshservice together to optimize their efficiencies and create a unified system. Their long-term vision is to expand Freshdesk and Freshservice to smaller teams within each individual brand under the ADvTECH Group.


“What I love most about Freshservice is that it’s customizable and very user-friendly. We have been able to expand our service desk across colleges and different teams across the group. It’s a tool that can be used by anybody.”


ADvTECH ICT Manager: Service Desk


ADvTECH Updates

IIE implements AI-enhanced learning management system in partnership with global edtech leader D2L

By Tamara Thomas • July 29, 2025
The Independent Institute of Education (The IIE), South Africa’s leading private higher education provider, has set a new benchmark for technology-enabled learning in the country by designing a comprehensive education technology ecosystem with Brightspace, the flagship platform of global EdTech leader D2L, as its foundation. This initiative marks the beginning of a transformative, technology-driven learning experience for over 65,000 students across The IIE’s tertiary education brands and Evolve Online School, representing the largest implementation of the Brightspace platform in South Africa to date. Brightspace is a cutting-edge learning management system (LMS) that moves beyond the limitations of traditional, static content delivery of traditional LMS platforms. It seamlessly integrates advanced digital tools, artificial intelligence, and interactive features to create engaging, data-informed educational experiences. “This strategic investment underscores The IIE’s commitment to redefining higher education in South Africa through innovation, scalability, and student-centric design,” says Louise Wiseman, Managing Director of The IIE ’s Varsity College, Vega & IIE MSA. Brightspace serves over 20 million students globally across schools, higher education institutions, enterprises, and membership organisations. Its adoption by The IIE marks a groundbreaking shift in South Africa’s higher education landscape, as it is among the first platforms of its kind to seamlessly integrate sophisticated content authoring tools, world-class accessibility features, a student-centric design, and advanced learning analytics. “Unlike traditional learning management systems used in South Africa, Brightspace offers a seamless, intuitive user experience with unparalleled customisation and interactivity. Its implementation across The IIE’s portfolio of over 130 programmes, from Higher Certificate to Doctorate level, positions it as a pioneering solution tailored to meet the unique demands of South African students and educators,” says Wiseman. Dr Mario Landman, Head of Education Technology and Innovation at The IIE, says the institution selected Brightspace after an extensive evaluation of the world’s leading LMS platforms. The selection process prioritised feature richness, user experience, scalability and alignment with the organisation’s commitment to delivering an enhanced and future-focused academic product. “Brightspace emerged as the optimal choice as its advanced tools, customisation capabilities and collaborative features perfectly align with our vision of fostering an enriched learning experience for our students and faculty,” he says. Brightspace stands out from other platforms in the South African market due to its innovative features and alignment with modern educational needs. One of its key strengths is its interactive, AI-enhanced content creation tools, which allow educators to develop dynamic course materials - such as videos and gamified elements - without the need for advanced technical expertise. This capability promotes greater student engagement and personalisation of learning by moving beyond the static content delivery model typical of traditional LMS platforms. Additionally, the platform provides Advanced Learning Analytics that enable educators to monitor student progress, identify challenges, and optimise outcomes. This data-driven approach empowers institutions to make informed decisions to enhance teaching and learning. It also supports modern pedagogies, and is scalable and flexible.  “Brightspace is a game-changer for the higher education sector in South Africa, where diverse student populations require tailored educational solutions to ensure each student has the opportunity and ability to perform to the best of their ability, and to ensure consistently superior academic outcomes,” Wiseman says.

SENS Announcement | 7 July 2025

By Tamara Thomas • July 7, 2025
ADvTECH Limited (Incorporated in the Republic of South Africa) (Registration number 1990/001119/06) Share code: ADH ISIN: ZAE000031035 (“ADvTECH” or “the Company”) DISPOSAL OF SECURITIES BY CLIENTS OF PUBLIC INVESTMENT CORPORATION SOC LIMITED (“PIC”) AND DIRECTORS RESPONSIBILITY STATEMENT – VOLUNTARY ANNOUNCEMENT In accordance with section 122(3)(b) of the Companies Act, No. 71 of 2008 as amended and section 3.83(b) of the JSE Limited Listings Requirements, shareholders are hereby advised that ADvTECH has received formal notification in the prescribed form that PIC’s clients have, in aggregate, disposed of an interest in the ordinary shares of the Company, such that the total interest in the ordinary shares of the Company held by PIC’s clients has decreased from 20.550% to 19.641% of the total issued ordinary shares of the Company. In terms of section 122(3)(a) of the Act, the Company has also filed notice with the Takeover Regulation Panel.  The board of directors of ADvTECH accepts responsibility for the information contained in this announcement as it relates to the Company and confirms that, to the best of its knowledge and belief, such information relating to ADvTECH is true and that this announcement does not omit anything likely to affect the importance of such information. Johannesburg 7 July 2025 Sponsor: Bridge Capital Advisors Proprietary Limited

ADvTECH appoints John Sikiotis as Group Chief Operating Officer

By Tamara Thomas • July 1, 2025
JSE-listed ADvTECH, Africa’s leading private education provider, is pleased to announce the appointment of John Sikiotis to the role of Group Chief Operating Officer (GCOO), effective 1 August 2025. Sikiotis brings a wealth of experience in strategy, IT, business development and commercial leadership across a wide range of industries in multiple geographies including Africa, the Middle East and Asia. He is a qualified CA(SA) and holds the professional designation of Chartered Financial Analyst. He is also a member of SAICA.  The new role of GCOO has been established to support ADvTECH’s dynamic growth and expanding operations locally and internationally. “John’s strategic expertise and global perspective make him a valuable addition to our leadership team,” commented ADvTECH Group CEO, Geoff Whyte.

SENS Announcement | 30 June 2025

By Tamara Thomas • June 30, 2025
ADvTECH Limited (Incorporated in the Republic of South Africa) (Registration number 1990/001119/06) Share code: ADH ISIN: ZAE000031035 (“ADvTECH” or “the Company”) DEALINGS IN SECURITIES BY DIRECTORS, A DIRECTOR OF A MAJOR SUBSIDIARY, PRESCRIBED OFFICERS AND THE GROUP COMPANY SECRETARY In terms of paragraphs 3.63 to 3.74 of the JSE Limited Listings Requirements (“JSE Listings Requirements”), the following transactions, in respect of which prior written approval pursuant to paragraph 3.66 of the JSE Listings Requirements have been obtained, is hereby disclosed.

SENS Announcement | 27 June 2025

By Tamara Thomas • June 27, 2025
ADvTECH Limited (Incorporated in the Republic of South Africa) (Registration number 1990/001119/06) Share code: ADH ISIN: ZAE000031035 (“ADvTECH” or “the Company”) DEALINGS IN SECURITIES BY AN ASSOCIATE OF A DIRECTOR OF A MAJOR SUBSIDIARY OF THE COMPANY In compliance with the JSE Limited Listings Requirements the following information is disclosed in respect of dealings in ADvTECH securities by an associate of a Director of a major subsidiary (The Independent Institute of Education (Pty) Ltd) of the Company.

AI in education: supporting teachers, not replacing them

By Tamara Thomas • June 27, 2025
It is undeniable that AI in education, even though still in relative infancy, has a multiplier effect on student outcomes. An overview of the substantial impact of individualised learning on student performance over the past few years, combined with an insight into daily advances in real life, has the potential to raise concern about the role of human educators in classrooms. Are teachers becoming obsolete? Not quite. While it is true that AI’s role is growing by the day, it is in fact not replacing teachers, but rather changing the role of teachers, an education expert says. “We have, over the past 3 years, seen a 20% improvement in student performance, with AI and individualised learning having become the order of the day,” says Desiree Hugo, Academic Head at ADvTECH Schools. AI in education isn’t a case of students having access to ChatGPT – it is a vastly more considered strategy leveraging proprietary tools and platforms. ADvTECH’s ADvLEARN Intelligent Tutoring System is a prime example, utilising AI to craft individualised learning paths that allow students to advance at their own speed. This system empowers data-guided instruction while fostering independent learning across various subjects. “Adaptive learning technologies leverage data-driven analysis to personalise educational content, pacing, and assessments based on each student's unique needs. These solutions, which include intelligent tutoring systems and learning management platforms, enable educators to tailor instruction efficiently without increasing their workload, when integrated effectively,” says Hugo. “For students, this creates a customised, engaging, and encouraging experience, whether they’re building core skills or exploring complex topics. For educators, it delivers real-time insights to refine teaching approaches, ensuring all students achieve progress.” AI systems are fast moving in the direction of students being able to learn completely independently, which then raises the question – what about the teachers? Will in-person schools still be a thing? Or will future learning consist of young people working alone, in front of their screens? “Adopting best international practices in AI implementation is critical to staying at the forefront of educational excellence. However, the narrative around AI in education must be clear: AI is a powerful tool to support, not replace, teachers,” says Hugo. “The human element in teaching, in particular empathy, creativity, and mentorship, remains irreplaceable, and AI’s role is to enhance these supportive opportunities, ensuring teachers remain central to the learning experience, while time-consuming repetitive tasks become the domain of AI.” The integration of AI into education really is a best-case scenario, allowing overworked teachers to get back to their unique strengths, Hugo says. WHY TEACHERS WILL REMAIN AN IMPORTANT PART OF THE EDUCATIONAL LANDSCAPE While AI excels at processing data and delivering personalised content, it lacks the human qualities that ensures an exceptional, holistic education. In the age of AI, the role of teachers will remain important in the following areas: Emotional connection and empathy - Learning is deeply human, driven by relationships. Teachers understand students’ emotional needs, motivate them through challenges, and celebrate their successes. No algorithm can replicate the encouragement of a teacher who notices a student’s potential or the trust built through years of mentorship. Fostering creativity and critical thinking - AI can provide information, but teachers guide students to question, innovate, and think critically. In a world increasingly shaped by AI, skills like ethical reasoning, collaboration, and creative problem-solving, nurtured by teachers, are essential. Curricula, like the IEB, IB and Cambridge systems, emphasize these skills, and ADvTECH’s commitment to global standards positions its teachers as key drivers of this development. Cultural and contextual nuance - South Africa’s diverse educational landscape requires teachers who understand local contexts, languages, and cultural dynamics. Teachers bridge the gap between AI and real-life context, ensuring learning is relevant and inclusive. “The fear that AI will replace teachers stems from a misunderstanding of its purpose, combined with the stunning realisation of its ability to improve student outcomes. But AI is not a substitute for human connection. Rather, it is a catalyst for unlocking teacher potential. It empowers teachers to do what they do best: inspire, guide, and transform lives.  “Imagine a classroom where AI handles repetitive tasks, provides real-time student insights, and suggests tailored resources, while the teacher focuses on sparking debates, nurturing talents, and building confidence. This is the future that educational institutions must champion - a future where technology supports human excellence, not replaces it.”

SENS Announcement | 25 June 2025

By Tamara Thomas • June 25, 2025
ADvTECH Limited (Incorporated in the Republic of South Africa) (Registration number 1990/001119/06) Share code: ADH ISIN: ZAE000031035 (“ADvTECH” or “the Company”) DEALINGS IN SECURITIES BY A PRESCRIBED OFFICER AND THE COMPANY SECRETARY OF THE COMPANY In compliance with the JSE Limited Listings Requirements the following information is disclosed in respect of dealings in ADvTECH securities by a Prescribed Officer and the Company Secretary of the Company.

SENS Announcement | 23 June 2025

By Tamara Thomas • June 23, 2025
ADvTECH Limited (Incorporated in the Republic of South Africa) (Registration number 1990/001119/06) Share code: ADH ISIN: ZAE000031035 (“ADvTECH” or “the Company”) DEALINGS IN SECURITIES BY PRESCRIBED OFFICERS AND ASSOCIATE OF A PRESCRIBED OFFICER OF THE COMPANY In compliance with the JSE Limited Listings Requirements the following information is disclosed in respect of dealings in ADvTECH securities by ADvTECH Prescribed Officers and an associate of a Prescribed Officer.

SENS Announcement | 20 June 2025

By Tamara Thomas • June 20, 2025
ADvTECH Limited (Incorporated in the Republic of South Africa) (Registration number 1990/001119/06) Share code: ADH ISIN: ZAE000031035 (“ADvTECH”) DEALINGS IN SECURITIES BY PRESCRIBED OFFICERS, A DIRECTOR OF A MAJOR SUBSIDIARY, AND COMPANY SECRETARY: SHARE VESTING In compliance with the JSE Limited Listings Requirements, the following transactions relating to prescribed officers, director of a major subsidiary and company secretary dealings are hereby disclosed, in terms of the provisions of the ADvTECH Management Share Incentive Scheme (MSI), regarding performance and retention shares that have vested after 3 years.

New mega law clinic to improve access to justice, raise bar for legal education in SA

By Tamara Thomas • June 19, 2025
Community law clinics play a vital role in ensuring access to justice in South Africa, annually serving thousands of people who are unable to afford legal services and representation. In response to the overwhelming demand for these lifeline services, SA’s leading private higher education provider has been steadfastly expanding its footprint of law clinics across the country, culminating in the recent launch of a mega-clinic in Randburg. The IIE Varsity College’s Randburg Community Law Clinic is a game-changer for the community, says Soretha Venter, senior attorney and Director of the clinics in the region. “It’s our most ambitious effort yet to bridge the gap in access to justice, ensuring marginalised individuals can exercise their legal rights while equipping our students with real-world skills,” Venter says. “Law clinics like ours promote fairness, equality, the rule of law, and transform lives by providing essential legal services while empowering our students to become empathetic, skilled legal professionals dedicated to social justice.” Venter says community law clinics play a pivotal role in addressing the systemic barriers to justice faced by underserved populations, particularly in South Africa, where economic disparities often limit access to legal services for many vulnerable citizens. “These clinics provide free legal advice, mediation services, and representation in matters such as family disputes, housing issues, employment conflicts, and consumer rights, empowering individuals who cannot afford private attorneys. By bridging this gap, law clinics ensure fair and equitable treatment for all, uphold human rights, and promote social cohesion by providing avenues for resolving disputes and addressing grievances.” Beyond resolving individual cases, they foster social justice through community outreach, offering workshops and campaigns on critical issues like domestic violence and discrimination, which educate the public and enhance awareness of legal protections. “The benefits to communities extend beyond immediate legal solutions, creating a ripple effect of empowerment and social change. Law clinics not only resolve disputes but also build trust in the legal system by providing accessible, compassionate support. They advocate for systemic improvements, collaborating with nonprofits and government agencies to address broader societal challenges,” Venter says. For instance, initiatives like family law mediation and post-litigation support for clients, as planned by the IIE Varsity College Randburg mega-clinic, offer sustainable solutions for low-income families. By equipping communities with knowledge and resources, these clinics strengthen social cohesion and promote a culture of justice, ensuring lasting impact for individuals and society as a whole. In addition to providing communities with free legal representation and support, law clinics ensure that SA’s future legal practitioners receive a real-world, holistic education. This year, more than 120 final-year students from three campuses will gain hands-on experience at the Randburg clinic, under the supervision of experienced attorneys. Groups of around eight students at a time work Monday through Thursday, immersing themselves in consultations, legal drafting, research, and court visits. “Students are exposed to every facet of a real law firm. This practical training not only hones their skills in client interaction and case management but also instils a deep sense of social responsibility,” says Venter, adding that the clinic prepares students for South Africa’s unique legal landscape while fostering a commitment to pro bono work. The Randburg mega clinic boasts 3 attorneys’ offices, 4 candidate legal practitioner spaces, a boardroom with state of the art digital and online facilities and 4 consultation rooms. It currently has 2 full time attorneys, 2 candidate legal practitioners and a legal intern, and the team will be growing in months to come. Since its launch, it has received 105 applications, of which 43 are still active matters that are attended to on a daily basis. It is expected that these numbers will have doubled by the end of 2025.  The Randburg mega-clinic builds on the success of IIE Varsity College’s earlier clinics established in Durban North (2022), Pretoria (April 2024), and Cape Town (July 2024). Another clinic is set to open in Nelson Mandela Bay in August 2025.