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

< Older Post Newer Post >

ADvTECH Updates

ADvTECH launches groundbreaking academic centre of excellence

By Tamara Thomas • October 30, 2025

Setting new benchmark in African Higher Education

ADvTECH’s Maragon Mooikloof Achieves Top Honours at Northern Gauteng Science Expo

By Tamara Thomas • October 22, 2025

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.

Turning pages, sparking magic: why ages 10-12 is the make or break stage for cultivating a love of reading

By Tamara Thomas • October 17, 2025

Children between ages 10 and 12 are at a fascinating stage of life. They’re no longer little kids, but they’re not yet teenagers. They’re starting to ask bigger questions, push boundaries, and search for who they are becoming. Amid all these changes, reading plays a powerful role, and schools and parents should strongly encourage students to build their reading muscle during this time, an education expert says. “In contrast to content on devices, books give children a safe space to explore new ideas, test out possibilities, and imagine life through someone else’s eyes. They also strengthen critical thinking, boost vocabulary, and build empathy - all skills that help pre-teens navigate school and friendships with more confidence,” says Nalani Singarum, Academic Advisor at ADvTECH Schools. “Most importantly, reading at this age lays the foundation for a lifelong habit. A child who enjoys books at ages 10 to 12 is far more likely to carry that love into their teenage years, when the pull of social media and other distractions becomes stronger,” she says. A 2024 study of children aged 10 to 12, by neuroscientists at Columbia University’s Teachers College, found that reading on paper promoted "deeper reading" with better comprehension and processing of complex texts. It was noted that this age group is pivotal for transitioning from "learning to read" to "reading to learn”, making physical books ideal for exploring ideas and imagining others' perspectives without digital distractions. “Even where children at this age did not previously enjoy reading books, it is not too late to develop a regular and enjoyable reading habit,” says Singarum. “Regular reading during this key developmental period will support stronger understanding across subjects, better information absorption, and clearer expression of ideas throughout the child’s life.” CREATING A READING-RICH HOME Pre-teens crave independence, yet they still look to their parents for cues. The best way to nurture reading at this age is to show that it’s valued at home - not as a school task, but as part of family life. Practical ways to create a reading-rich environment include: Bedtime shifts: Before bedtime, spend some time reading side by side. You each choose your own book, then share a favourite line or moment. It shows that reading is for everyone, not just a chore for children. (And no, reading on devices do not count). Reading in everyday life: Invite your child to read maps while travelling, menus at restaurants, or DIY instructions at home. These moments prove that reading has value beyond the classroom. Word of the day challenge: Let your child pick an unusual word from a book and challenge the family to use it naturally in conversation. Older children enjoy the playful competition and sense of mastery. Treasure hunts with riddles: Write riddles or codes your child must solve to find the next clue. Link some clues to favourite books for an extra spark. Peer power: Encourage your child to swap books with a friend or start a mini book club, to make reading become a social, not a solitary activity. THE ROLE OF SCHOOLS Beyond the curriculum, schools play a key role in creating an environment where reading is valued and enjoyable, which helps students build positive associations with books and learning. “Schools offer social and collaborative opportunities that enhance reading motivation and enjoyment. By fostering a love of reading within a communal and supportive learning environment, schools complement and extend the encouragement children receive at home, making the development of reading habits more comprehensive and durable,” says Singarum. She adds that it is valuable to have structured programmes, rather than just ad hoc reading opportunities. “At ADvTECH, we have a reading programme called Booktacular, which is specifically designed to make reading meaningful and magical again. Through activities like Book Clubs that spark lively conversations, creative ‘Book review in a bag’ projects, Literature Circles where every child takes on a role, and Visual literacy tasks that bring pictures to life, children discover that stories are adventures to be explored, not assignments to be completed.” Parents can extend this spirit into their homes with small, joyful habits like these. When reading feels playful and purposeful, children are far more likely to carry that joy into their teenage years and beyond, Singarum says. “Between ages 10 and 12, children are shaping their identities. They’re learning who they are, who they want to be, and how they see the world. Books offer them mirrors to see themselves and windows to step into lives very different from their own. “As parents and teachers, when we nurture a love of stories, we’re not only supporting school success, we’re giving our young people tools for life.”

Mixing business with humanities: empowering graduates requires curricula reform

By Tamara Thomas • October 16, 2025

The traditional dichotomy between commerce and the humanities has long been a fixture in academic and professional landscapes. However this historic status quo is no longer tenable, and universities must adapt to ensure curricula contain a suitable blend of disciplines to empower students for life after studies, an education expert says. “Combining commerce and humanities creates a powerful synergy that enhances decision-making, innovation, and adaptability in business,” says Peter Kriel, General Manager at The Independent Institute of Education, SA’s leading private higher education provider. “This interdisciplinary approach also produces well-rounded professionals who can address the complex challenges of our current world, and the ones they will face in future,” he says. Kriel explains that while universities traditionally had commerce and humanities students stay in their lanes, there is a growing recognition of the synergies that exist at the intersection of these seemingly disparate disciplines. “It is therefore becoming important to delve into the benefits and possibilities of bridging and intersecting the so-called traditional commerce and humanities disciplines, highlighting how this convergence can lead to innovative thinking, enhanced problem-solving, and a more holistic approach to navigating the challenges of the modern world,” he says. The intersection between commerce and humanities represents the blending of analytical and creative thinking. Commerce brings a structured, business-oriented approach, while humanities bring a focus on critical thinking, cultural understanding, and ethical considerations. “Together, these disciplines offer a unique perspective that goes beyond the quantitative aspects of business” says Kriel. Better decision-making The integration of humanities into commerce fosters a more comprehensive decision-making process. By considering ethical, social, and cultural implications, businesses can make informed choices that align with broader societal values. This not only contributes to corporate social responsibility but also enhances the reputation and sustainability of organisations. Innovation through diversity Bridging disciplines encourages a diverse range of perspectives and ideas. The humanities bring creativity, empathy, and an appreciation for diverse cultures, which can lead to innovative solutions to business challenges. A multidisciplinary approach fosters a culture of innovation that goes beyond conventional problem-solving methods. Improved communication Humanities disciplines, such as literature, philosophy, and communication, emphasise effective expression and understanding of human experiences. Integrating these skills into the business realm promotes clearer communication within organisations and with external stakeholders. The ability to articulate ideas, negotiate effectively, and understand different points of view becomes a valuable asset. Ethical leadership Humanities education often emphasises ethical reasoning and moral philosophy. Integrating these principles into commerce promotes ethical leadership, guiding decision-makers to consider the broader impact of their choices on society, the environment, and future generations. Resilience The business landscape is dynamic, and the ability to adapt is crucial for success. Humanities education encourages adaptability by fostering critical thinking, intellectual curiosity, and a willingness to engage with new ideas. This mindset is invaluable in navigating the uncertainties and disruptions that businesses frequently encounter. “As the nature of work evolves, employers increasingly seek individuals with a diverse skill set that goes beyond technical proficiency. The intersection of commerce and humanities prepares individuals for the future of work by combining analytical and creative skills, making them well-rounded professionals capable of addressing complex challenges,” says Kriel. “This combination represents a powerful synergy that can redefine how we approach business, education, and societal challenges. By breaking down the barriers between these disciplines, higher education institutions can ensure that they not only cultivate more versatile and innovative graduates, but also foster a society that values both economic success and human flourishing.”

Dealings in securities by a prescribed officer of the company

By Tamara Thomas • October 13, 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 an ADvTECH Prescribed Officer.

Dealings in securities by a prescribed officer of the company

By Tamara Thomas • October 10, 2025

Community Schools Group Excel at Annual Resolute Roboticon

By Tamara Thomas • October 8, 2025

The Annual Resolute Roboticon took place on Saturday, 13 September, at the Heartfelt Arena in Pretoria North, attracting over 3,000 entries from schools across South Africa. Only 360 students were selected to compete, making participation an achievement. The Community Schools Group proudly fielded 12 teams across five competitive categories, representing the Pinnacle Colleges brand: Pinnacle College Waterfall (3 teams) Pinnacle College Rynfield (4 teams) Pinnacle College Linden (1 team) Pinnacle College Kyalami (1 team) Tyger Valley College (3 teams) Our students achieved outstanding results: · Pinnacle College Linden – 1st place in the Advanced Category · Tyger Valley College – 2nd place in both Advanced and Apprentice 3 categories · Tyger Valley College – 3rd place in the Entrepreneurship Category “These achievements underscore the growing impact of Robotics and Coding within the Pinnacle Colleges brand. By immersing students in real-world problem-solving, opportunities such as Roboticon empower learners to thrive in an exceptional and future-focused technology space,” said Altie van Schalkwyk, Academic Head of Brand – Community Schools Group. Initiatives like Roboticon reflect how Pinnacle Colleges are promoting a culture of innovation, preparing students to lead confidently in a technology-driven world.

Little questions, big discoveries: why schools must embrace inquiry-based learning

By Tamara Thomas • October 6, 2025

Children are naturally curious. Whether it’s watching a bug crawl across the floor, splashing in a puddle, or asking “why” countless times in an hour, their world is filled with questions. This curiosity is more than just a phase. It is the foundation of learning and confidence, and should form the starting point for learning at home and at school. Zaakirah Mahomed, Academic Advisor: Foundation Phase at ADvTECH, Africa’s largest private education provider, says Inquiry-Based Learning (IBL) is an approach that harnesses children’s innate sense of wonder. “It transforms everyday questions into meaningful discoveries, sparking a lifelong love for learning. For this reason, it is important that when choosing your child’s first school, you ensure the school’s approach is based on harnessing inquiry-based learning, not just handing down of facts. The latter carries a risk that learning is viewed as work from a young age, which can negatively influence attitudes to learning throughout the child’s life.” In a classroom rooted in inquiry, children are not simply passive recipients of facts. Instead, they are encouraged to wonder, explore, and investigate. “Rather than memorising information, learners might explore why leaves change colour, how magnets work, or what creates a rainbow. Guided by their teachers, they investigate these ideas through hands-on activities, experiments, and creative projects. The learning feels like play, but the impact is powerful,” Mahomed says. Research underscores the effectiveness of Inquiry-Based Learning in fostering deeper understanding and retention. A meta-analysis of 54 studies published in American Psychological Association’s Journal of Educational Psychology found that students engaged in IBL demonstrated significantly higher levels of conceptual understanding in science compared to those taught through traditional methods. By actively exploring questions and constructing knowledge through guided investigations, children develop a stronger grasp of complex concepts, as they connect new information to their own experiences and curiosity. This approach not only enhances academic performance but also cultivates a mindset of inquiry that prepares students for lifelong learning, the analysis found. The importance of IBL is further highlighted by its alignment with 21st-century skills. According to a 2020 report by the World Economic Forum, critical thinking, problem-solving, and creativity are among the top skills needed in the modern workforce. IBL directly supports the development of these competencies by encouraging children to ask questions, analyse evidence, and collaborate on solutions. “By engaging in inquiry-driven tasks, such as designing experiments or debating hypotheses, students build the intellectual flexibility and resilience needed to navigate an increasingly complex world,” Mahomed notes. IMMEDIATE BENEFITS FOR YOUR CHILD Inquiry-Based Learning isn’t just about preparing children for the future, however. “IBL fosters engagement, curiosity, and confidence from the very start. Children are encouraged to experiment, make mistakes, and try again. Helping them to see that errors are simply stepping-stones to discovery,” says Mahomed. “When learners test how water flows through a funnel or why a toy rolls differently on tile compared to carpet, they are building critical thinking skills. These problem-solving abilities help them not only with schoolwork, but also in everyday life.” IBL also nurtures collaboration and communication. As children work in small groups or pairs, they learn to share ideas, listen to others, and work as a team. “Even the quietest child can find their voice when their question leads to an exciting experiment or project,” she notes. CHOOSING THE RIGHT SCHOOL When selecting a school, parents should look for one that prioritises inquiry as part of its teaching and learning approach. Such schools encourage curiosity-driven lessons, creativity, and real-world problem-solving. “Outstanding foundation phase schools place a strong emphasis on Inquiry-Based Learning and student agency. They proceed from the belief that children should have a voice and choice in their learning, because by taking ownership of their questions and discoveries, children build independence and confidence,” Mahomed says. “Parents can be assured that this approach does more than prepare children academically. It equips them with the resilience, adaptability, and problem-solving skills they need to thrive in a fast-changing world.”

Crawford International Pretoria School Invasion with Anele and The Club and 94.7

By Tamara Thomas • September 29, 2025

Crawford International Pretoria was buzzing with excitement on Tuesday, 9 September, when one of South Africa’s premier radio breakfast shows, 947’s Anele and the Club, broadcast live from our sports field. The day kicked off bright and early at 06:00 with games, quizzes, and prizes that had everyone involved. From Grade 0000 to Grade 12, our students embraced the challenge—taking part in games of chance, mental agility, and physical skill. The atmosphere was vibrant, colourful, and filled with energy, bringing the entire Crawford International Pretoria community together. A special highlight of the morning was a surprise performance by renowned South African singer, songwriter, and record producer Jeremy Loops, joined on stage by Sibongiseni of the legendary Ladysmith Black Mambazo. Their live performance was nothing short of unforgettable. And to top it all off—we won R50 000 for our school! It was a day to remember, showcasing our unique spirit, talent, and stories to the whole of Gauteng. We truly showed what it means to be #ProudlyCrawfordian.

ADvTECH’s Emeris launch marks a new era for Higher Education in South Africa

By Tamara Thomas • September 19, 2025

JSE-listed ADvTECH has announced the launch of Emeris, a groundbreaking new private higher education brand that will bring the Varsity College, Vega School, and MSA brands together under a single name. One aspect of the change is the building of a state-of-the-art R420m mega campus in Sandton, Johannesburg. This development will bring the existing Varsity College Sandton and Vega Bordeaux operations together on the same site. It will open its doors in 2026 with an initial capacity of 9,000 students. Facilities will include a double-storey library and information centre, a student experience hub with career and counselling services, a custom-designed indoor sports centre capable of hosting international events and innovation spaces including IT labs, podcast studios and interactive mock classrooms.