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

By Tamara Thomas December 2, 2025
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By Tamara Thomas November 28, 2025
ADvTECH Limited (Incorporated in the Republic of South Africa) (Registration number 1990/001119/06) Share code: ADH ISIN: ZAE000031035 (“ADvTECH”) APPOINTMENT OF LEAD INDEPENDENT DIRECTOR (“LID”) In compliance with the JSE Listings Requirements, shareholders are advised of the following changes to the important function of a director. Harvey Christophers (“Harvey”), currently an independent non-executive director and member of the Audit and Risk, Investment and Remuneration Committees, has been appointment as Lead Independent Director with effect from 27 November 2025. Harvey will also being taking over the role of Chairperson of the Audit and Risk Committee, effective 1 January 2026, following the retirement of Keith Warburton as published on SENS, 8 April 2025. 28 November 2025 Johannesburg Sponsor: Bridge Capital Advisors Proprietary Limited
By Tamara Thomas November 26, 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 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 of the Company. 
By Tamara Thomas November 26, 2025
SIRIUS teaching and learning centre provides a blueprint for successful upskilling of educators Technological advancements in education have made continuous professional development of teachers more crucial than ever. With the rise of artificial intelligence, shifting pedagogical approaches, and increasingly diverse classroom needs, educators must be equipped not only with subject knowledge but also with the tools and strategies to foster meaningful learning experiences. Simply put, all the tech in the world won’t make a meaningful impact if teachers are not empowered to use the available tools – such as ADvLEARN and MAP, which act as teacher assistants - effectively. “Teachers are lifelong learners. Their role extends far beyond delivering content, it’s about ensuring students truly understand and engage with what they’re learning. When students struggle, effective teachers ask: What can I do differently to help them succeed? This mindset underscores the importance of ongoing professional development,” says Darren Purdon, Academic Project Manager at JSE-listed ADvTECH, Africa’s leading private education provider. Professional development opportunities allow teachers to stay current with educational trends, refine their teaching practices, and collaborate with peers. Sharing best practices within and across schools creates a culture of growth and innovation, ultimately benefiting student outcomes, he says. “It is important to understand that great teaching can be learned. However for this to happen, institutions must create spaces where educators can access curated resources, attend workshops, and engage in meaningful dialogue about teaching and learning.” Purdon says ADvTECH’s commitment to the continuous professional development of its academics and teachers, has led to the development of SIRIUS, a unique teaching and learning centre that now forms a central part of the private education group’s employee value proposition. “While developed within ADvTECH, the approach of SIRIUS reflects a broader commitment to educational excellence. SIRIUS offers short courses, online sessions, podcasts, and curated materials designed to support teachers and lecturers in their professional journey. “And with more than 6 088 educators actively using the platform, having completed more than 13 200 courses since the centre’s launch in March, it’s clear that teachers value accessible, relevant, and practical development opportunities.” Purdon says SIRIUS also serves as a central hub for tracking professional growth, enabling educators to earn badges upon course completion and contributing to formal skills development reporting. “Its structure, offering in-person facilitation, real-time online sessions, and self-paced learning, ensures flexibility and inclusivity,” Purdon says. “Additionally, ADvTECH has ensured that the centre’s goals align with global benchmarks: fostering innovation in teaching, and using research to inform best practices. By focusing on specific areas of teaching, educators can directly impact student learning and achievement.” In a world where change is constant, investing in teacher development isn’t optional, it’s essential. Whether through institutional platforms like SIRIUS or broader collaborative efforts, empowering educators means empowering students. And that’s a future worth building, says Purdon.
By Tamara Thomas November 25, 2025
Choosing the right academic path for your child is one of the most important decisions you will ever make, and parents torn between IEB CAPS and Cambridge International often do not know what they need to consider before making the call. Both of them are two strong, well-regarded curricula offering unique benefits and structures, however deciding which one is the best fit for your child is not a straightforward consideration. “Each track has unique characteristics which need to be matched to a child’s strengths, learning style, and long-term goals,” says Colin Northmore, Executive Head at ADvTECH’s Evolve Online School. 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CONTENT AND METHOD The IEB CAPS curriculum offers a broad and consistent subject range, with learning that is often more teacher-led and structured. Everything is outlined by national policy, meaning learners are typically working through the same topics at the same pace across the country. Cambridge, in contrast, allows for greater subject choice and flexibility, especially from the IGCSE stage (around Grade 10). It encourages students to think critically, research independently, and take ownership of their learning. It is ideal for learners who enjoy diving deep into topics and working with autonomy. ASSESSMENTS Assessment styles are where the two curricula diverge substantially. IEB CAPS strongly emphasises continuous assessment, things like projects, practicals, orals, and classwork all count toward the final result. It is a more “all-year-round” picture of how your child is doing. Final matric marks are what universities look at when deciding on admissions in South Africa. 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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 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 of the Company.
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November 12, 2025
Article by Dr Linda Meyer By educating more young people, South Africa can enhance its human capital, drive innovation and bolster its position as a regional knowledge hub. Yet, this potential remains largely untapped: hundreds of thousands of qualified South African youth are barred from higher education each year due to financial and capacity constraints. The National Student Financial Aid Scheme (NSFAS), intended as a crucial support for disadvantaged students, is itself ensnared in administrative chaos. Simultaneously, public universities can accommodate only a fraction of the demand. This article explores the pressing need to unblock the NSFAS funding pipeline, the structural pressures underpinning the access gap, the policy and political failures perpetuating the status quo, and evidence-based solutions to sustainably expand higher education access. 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In 2024, approximately 127,000 qualified students had no seats at public universities. Each year, well over 100,000 capable young people are, thus, left on the sidelines – a “persistent pool of qualified but unplaced students” with dashed hopes. This unmet demand has several immediate consequences. Firstly, it has given rise to a parallel private higher education sector that is rapidly expanding to absorb those shut out of public universities. Private institutions now enrol over 20% of all higher education students in South Africa and have nearly tripled their numbers since 2010. Major private providers – from multinational college networks to specialised institutes – are growing at 6%-7% annually, far outpacing the stagnant public sector. This growth underscores the extent of latent demand beyond the public universities’ cap. Secondly, pressure is spilling over to other parts of the post-school system. Technical and Vocational Education and Training (TVET) colleges and Community Education and Training (CET) programmes are facing rising enrolment requests as alternative pathways for those who cannot secure university places. However, these sectors have their own capacity and quality constraints and have not been scaled up sufficiently to absorb the overflow. Policymakers thus face an acute dilemma: how to expand access for a growing youth population without overwhelming the system. The tension between widening participation and maintaining educational quality and financial sustainability is palpable. For the past decade, the de facto approach has been to ration limited public university seats while offering NSFAS bursaries to a subset of students, a strategy now buckling under the dual crises of insufficient seats and inadequate funding. The Access Gap Several structural forces are intensifying South Africa’s higher education squeeze. Demographic trends are a fundamental driver: improved access to schooling has produced larger cohorts of matriculants eligible for tertiary study each year. Over 705,000 students sat the matriculation exam in 2024, with more than 615,000 passing – an 87% pass rate. Compounding this is regional migration. South Africa attracts students from neighbouring countries in the Southern African Development Community, or SADC, region, as political and economic instability in countries like Zimbabwe and Namibia drives many youth to seek education opportunities in South Africa. Economic inequality within the country is another structural factor. Extreme income disparities mean that many university-eligible students cannot afford higher education without financial aid; more than 556,000 candidates in the matric class of 2024 were beneficiaries of social grants. Public funding limits form a hard ceiling on expansion, as higher education must compete with other pressing public needs amid slow economic growth, international pressure from the likes of the United States, and high debt-to-GDP ratios. Fixing NSFAS NSFAS was conceived as a lifeline for students from low-income families, but it has become a bottleneck stifling the system. Chronic administrative failures have led to repeated delays in disbursing student allowances, often leaving students stranded without food or accommodation and sparking protests that disrupt the academic calendar. NSFAS disclosed to parliament that, in 2025, it is oversubscribed by ZAR10.6 billion (about US$606 million) for university education. These operational breakdowns are exacerbated by weak governance and frequent leadership changes, undermining ongoing improvement. Consequently, the scheme intended to widen access has become a source of instability on campuses. Financially, NSFAS is unsustainable. The scheme now consumes nearly 36% of the entire higher education budget – about ZAR50 billion annually – yet still fails to meet student funding needs. Its funding allocation has grown explosively (from ZAR48.7 billion in 2025 to a projected ZAR53.4 billion by 2027) without evidence of improved efficiency. Despite this massive expenditure, NSFAS cannot cover all eligible students: more than 615,000 learners qualified for higher education in 2024, but many went unfunded. Those most affected are the very students NSFAS is meant to help – youths from working-class and poor households, who are disproportionately harmed by delayed or denied funding. NSFAS’s loan book is plagued by rising debt and negligible recovery from graduates, indicating that the current model, essentially a grant for most recipients, is fiscally broken. Governance scandals compound these issues. Persistent allegations of corruption, irregular tenders and maladministration have eroded public trust. Oversight is feeble: NSFAS has struggled to effectively monitor the private service providers tasked with disbursing student living allowances, leading to funds going missing or being paid late. The systemic consequences are dire. The failure of this state-led funding model is undermining confidence in the government’s ability to deliver on its education rights commitments. It also exacerbates inequality (only students with other means or exceptional persistence can survive the funding shortfalls) and fuels instability as frustrated, debt-burdened youth take to the streets – as is the case at the University of Fort Hare. Moreover, NSFAS’ failures push thousands of unfunded students towards private colleges or the labour market, highlighting the fragility of the public system and shifting the burden to families or private institutions. In short, fixing NSFAS is a first-order priority: without a functional student aid system, expanding access will remain an empty promise. Growth in private providers The rapid expansion of South Africa’s private higher education sector represents one of the most profound shifts in the country’s post-school landscape since the dawn of democracy. In less than two decades, private higher education institutions (PHEIs) have evolved from niche providers serving a small professional market into a substantial and growing component of the national higher education system. Whether the Department of Higher Education and Training (DHET) embraces it or not, private higher education is now an indispensable part of the larger ecosystem, absorbing unmet demand, diversifying access pathways, and increasingly shaping national skills. The empirical evidence is striking. Between 2010 and 2023, PHEI enrolments almost tripled – from 90,767 to 286,454 students – reflecting an annual growth rate of around 6%-7%, compared to the public university system’s near stagnation in total enrolments, which have plateaued at roughly 1.07 million since 2017. At this pace, and, assuming modest public institution expansion, projections show that private higher education could surpass the public university system in total enrolments between 2045 and 2049. These figures challenge the long-held assumption that higher education is, and must remain, predominantly a public endeavour. Instead, they reveal a structural rebalancing of the system. It is into this vacuum that private institutions have stepped, often more agilely and responsively than their public counterparts.
By Tamara Thomas October 30, 2025
Setting new benchmark in African Higher Education
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Students from ADvTECH’s Maragon Mooikloof showcased impressive scientific talent at the 2025 Northern Gauteng Senior Science Expo, earning multiple medals and reaffirming The ADvTECH Advantage of consistent, superior academic outcomes. Held on 19–20 September 2025, the Expo brought together some of the region’s most promising young scientists, engineers, and innovators. Competing against top-performing schools from across Northern Gauteng, Maragon Mooikloof learners impressed judges with their creativity, analytical thinking, and practical application of scientific principles standing out as some of the event’s top achievers. Outstanding Achievements for Maragon Mooikloof Students The school’s students demonstrated exceptional ability across several categories, earning both silver and bronze medals for their innovative project s.