Private education leader ADvTECH harnesses Analytics to ace proactive service management with Freshservice
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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
New iconography and internet identity better reflect the group’s education focus and growing international footprint
ADvTECH Limited (Incorporated in the Republic of South Africa) (Registration number 1990/001119/06) JSE code: ADH ISIN: ZAE000031035 (“ADvTECH” or “the group”) VOLUNTARY TRADING STATEMENT FOR THE YEAR ENDED 31 DECEMBER 2025 The board hereby advises on its expectations of the financial results for the year ended 31 December 2025. Basic normalised earnings per share (“NEPS”), Basic headline earnings per share (“HEPS”) and Basic earnings per share ("EPS") for the year ended 31 December 2025 are expected to be between 14% and 19% higher than the comparative reporting period for the year ended 31 December 2024 ("the comparative period") or between 229.9 and 241.0 cents per share as compared to NEPS of 202.5 cents, HEPS of 202.2 cents per share and EPS of 201.7 cents per share for the comparative period. The group reports NEPS as a way of excluding the effect of one-off transactions and corporate action costs from its results. The financial information on which this trading update is based on has not been reviewed or audited by the group’s external auditors. 2026 student enrolment is on track and continues to grow in line with recent trends. ADvTECH expects to release results for the year ended 31 December 2025 on the JSE’s Stock Exchange News Service on or about Monday, 23 March 2026. 5 March 2025 Johannesburg Sponsor: Bridge Capital Advisors Proprietary Limited
The indoor sports facility at the Emeris Nelson Mandela Bay mega campus in Gqeberha
In a significant recognition of its leadership in sustainable education, ADvTECH - Africa's leading private education provider - has been honoured for exceptional environmental stewardship at the Wildlife and Environment Society of South Africa (WESSA) Centenary Awards. Celebrating a century of inspiring environmental action, education, and advocacy under the motto “People Caring for the Earth”, WESSA acknowledged ADvTECH's deep integration of the Eco-Schools South Africa programme for its unparalleled scale and impact. “As WESSA marks 100 years of environmental leadership, partnerships like the one we share with ADvTECH remind us why environmental education remains one of the most powerful tools for long-term change,” says WESSA CEO Cindy-Lee Cloete. “When 42 schools within a single education group commit to environmental stewardship, the ripple effect extends far beyond the classroom into homes, communities and ultimately into the future leadership of this country.” At the awards ceremony on February 27, 37 ADvTECH schools received Silver Awards status, which celebrates two years of WESSA collaboration, and the schools below have shown their lasting dedication by participating in environmental initiatives and raising awareness. Trinityhouse, Little Falls: Gold status (4 yrs.) Crawford International School, Sandton: Platinum 2 status (7 yrs.) Tyger Valley College: Bronze Decade status (12 yrs.) Pinnacle College, Ridge View: Green Flag Decade status (13 yrs.) Pecanwood College: Platinum Decade 2 status (17 yrs.) Additionally, also recognised for submitting the most eco-snippets All of the ADvTECH participating schools achieved full assessment letters for their submitted portfolios of evidence, with scores ranging from 70% - 98%. Top achieving schools were: Crawford International School, La Lucia Maragon Olympus, Faerie Glen Crawford International School, Sandton Crawford International School, Lonehill Abbots College, Northcliff Additionally, ADvTECH received a Partnership Award in recognition of its outstanding and unique contribution to environmental stewardship. “It has been another incredible year working closely with the WESSA champions at our schools, as well as the dedicated WESSA team. Throughout 2025, we witnessed some of the most inspiring and comprehensive portfolios of evidence ever submitted, reflecting not only commitment but also genuine passion for environmental stewardship and sustainability. The quality, creativity, and consistency demonstrated by our champions have set a remarkable standard and continue to inspire positive change within their school communities,” says Krystal Munian, Academic Advisor and WESSA Lead. “We extend our sincere gratitude to every champion and the school teams for their phenomenal hard work, perseverance, and dedication to advancing the project’s goals. And we are excited about the year ahead and look forward to building on this momentum through new activities, innovative initiatives, collaborative projects, and continued growth across all participating schools.”
In an era where AI and digital tools are reshaping classrooms daily, the quality of teaching has never been more critical to student success. Research consistently shows that high-quality teacher training and professional development are among the most powerful factors influencing student achievement. Recognising the importance of high quality teacher development, ADvTECH, Africa's leading private education provider, has made significant investment into its SIRIUS teacher training platform. And in a major milestone, several SIRIUS programmes have now been accredited by the South African Council for Educators (SACE). This accreditation ensures that educators gain high-quality, compliant professional development that counts toward their mandatory Continuing Professional Teacher Development (CPTD) points, while equipping them with practical, future-ready skills. “The SACE endorsement reinforces ADvTECH’s unwavering commitment to continuous professional growth, positioning our teachers and lecturers as confident leaders in educational innovation across South Africa and the continent. By investing in nationally recognised, high-impact development, ADvTECH ensures that great teaching remains the foundation of outstanding student outcomes,” says Darren Purdon, Academic Project Manager at ADvTECH’S Academic Centre of Excellence. “Through SIRIUS, our teachers and tertiary lecturers access targeted training in areas like AI in Education, prompting techniques for smarter lesson planning, data literacy to drive evidence-based decisions, digital citizenship, and more. These SACE-endorsed offerings bridge the gap between emerging technologies and everyday classroom excellence, empowering educators to personalise learning, boost engagement, and prepare students for a rapidly changing world.” STAYING ON TOP OF TECH EVOLUTION SIRIUS currently has 96 courses and 63 podcasts, and offers a growing suite of AI‑aligned programmes designed to enhance digital fluency, promote innovative pedagogy, and position ADvTECH schools at the forefront of future‑ready learning. Key AI‑focused offerings on SIRIUS include: AI in Education Helping teachers understand AI’s role in learning, assessment, personalisation, and efficiency. Introduction to AI Prompting: Foundational Skills for Teachers Empowering educators with practical prompting techniques to enhance teaching, planning, and curriculum design. Data Literacy for Teachers Building confidence in using data to inform instructional decisions, track learner progress, and support evidence‑based teaching. “These courses equip teachers with the knowledge and skills necessary to confidently harness AI tools, improve learner engagement, and prepare students for a world where digital literacy is essential,” Purdon says. WHY SACE ACCREDITION MATTERS A SACE‑accredited course provides teachers with: Quality assurance that the programme meets national standards and contributes meaningfully to professional competence. Professional Development (PD) Points toward the mandatory 150 points required every three years, ensuring compliance with CPTD cycles. Reduced administrative burden, as SIRIUS submits PD points directly on teachers’ behalf. Credible, high‑impact learning that strengthens professional portfolios and supports career progression. Alignment with national priorities, ensuring ADvTECH educators remain current with evolving curriculum demands and pedagogical expectations. “SACE endorsement reinforces that ADvTECH’s professional development is not only relevant, but nationally recognised for excellence, ensuring alignment with South Africa’s highest standards for teacher professionalisation and quality assurance in education. “High-quality teacher development remains the single most powerful lever for improving student outcomes, equipping educators with the skills, confidence, and innovative approaches needed to inspire learning and close achievement gaps, making investments like SIRIUS essential to sustaining educational excellence and long-term success across South Africa and the continent.”
Gaborone, February 20, 2026 — Gaborone International School (GIS) today unveiled its new logo and brand identity, celebrating a significant milestone in the school’s growth and development in recent years. The launch forms part of a unified brand identity introduced across schools within the ADvTECH International Group, and strengthens the GIS positioning within the ADvTECH International family while reinforcing its leadership in delivering high-quality private education in Botswana. The new visual identity aligns Gaborone International School and Makini Schools (in Kenya) under a single designed logo, while each school retains its individual name, heritage, and local character. This honors the school's solid historical foundation while firmly positioning it for future excellence. “Over the past decade, GIS has undergone significant transformation across its academic programmes, facilities, and staff development. The refreshed logo reflects this future-focused journey and reinforces the school’s commitment to accessible, high-quality education rooted in strong values and academic leadership,” says Horace Mpanza, ADvTECH Regional Managing Director. The rebrand reflects GIS’s sustained growth, ambition, and unwavering commitment to preparing learners for a rapidly changing world, while remaining firmly rooted in its refreshed values of integrity, growth, excellence, and generosity of spirit. Since it acquired GIS in 2015, ADvTECH has invested millions into state-of-the-art infrastructure such as a modern Science and Technology Centre while expanding the pre-school and primary facilities, enhancing sports amenities, and the integrating advanced technology across the learning ecosystem. This includes the adoption of ADvLEARN and Guided Readers, AI-enabled platforms that deliver personalized, adaptive education in line with global best practice. “The refreshed brand identity aligns with our long-term vision to deepen the impact of GIS in Botswana’s education sector and the country’s wider economic prosperity. This milestone enhances GIS’s recognition as part of Africa’s leading private education provider, and supports its mission to drive innovation and student achievement to empower Botswana’s next generation of global citizens,” says Mpanza. SIGNIFICANCE OF THE NEW LOGO The school's culture has been characterised by five timeless motifs that are included in the new emblem: The Book , representing academic excellence The Torch and Flame , symbolising inspiration and leadership The Pillar , reflecting strength and stability The Laurel Wreath , denoting achievement and honor The Shield , standing for tradition and security Together, these elements affirm the school’s promise to deliver quality education while remaining grounded in tradition.
Nairobi, February 17, 2026 – Makini Schools will officially unveil its refreshed brand identity on Friday, February 20, 2026, marking a strategic evolution that strengthens its unified positioning and reinforces its leadership and credibility in the African education sector. The rebrand reflects Makini’s continued growth, ambition, and commitment to preparing learners for a rapidly changing world, while remaining firmly anchored in its values of integrity, growth, excellence, and generosity of spirit. While the visual identity has been modernised, the name Makini Schools remains unchanged, underscoring the institution’s confidence in its heritage and enduring legacy. At the centre of the refreshed identity is a new logo that symbolises confidence, clarity, and future-readiness. The new brand will be implemented across Makini Schools in Kenya and extended to other ADvTECH International schools across Africa, including Gaborone International Schools in Botswana. “This rebrand represents a strategic evolution of Makini Schools,” said Horace Mpanza, Regional Managing Director, Makini Schools. “While our visual identity has been refreshed, our name, our commitment to quality education remains unchanged. This new identity reflects who we are today and where we are headed as we continue shaping future-ready learners.” The refreshed brand builds on a sustained period of growth and investment. Makini Schools recently acquired Regis School, now rebranded as Makini Schools Runda. We have also strengthened our holistic offering through major investment in sports. We launched upgraded sports facilities at our Ngong Road and Kisumu campuses after investing over KSh 100 million. Across the institution, we continue to invest in modern sports and academic infrastructure, as well as digital learning tools that enhance instruction. This includes ADvLEARN, our AI enabled personalised learning platform, teacher laptops, and classroom projectors, all designed to support better teaching and stronger learner outcomes. Commenting on the role of technology in education, Mr. Mpanza emphasised the importance of preparing learners for an evolving labour market. “Artificial intelligence will undoubtedly change the nature of work, but it will also create new pathways that demand higher-order thinking, creativity, and adaptability. Our learners must be prepared for jobs and opportunities that may not yet exist.” Founded on the principle of delivering accessible, high-quality education, Makini Schools has built a strong reputation for nurturing well-rounded learners grounded in academic excellence, discipline, and strong values. The refreshed brand identity aligns with the institution’s long-term strategic vision to strengthen its presence across Africa and enhance recognition as it continues to scale. The announcement was made at a media roundtable held on Tuesday, February 17, where Makini leadership engaged education and business journalists in a broader discussion on the evolution of Kenya’s education system. The session underscored the critical role private schools play in shaping national education outcomes and emphasised the need for continued collaboration between private institutions, government, educators, and other stakeholders to strengthen implementation, drive innovation, and enhance learner readiness across the sector. “Our heritage is our foundation,” added Mr. Mpanza. “This rebrand honours our past while boldly positioning Makini for the next generation of learners.”
With all the start-of-the-year activities, ceremonies and celebrations now out of the way, the serious business of the Matric Class of 2026’s journey towards their final exams has now arrived. This year can feel overwhelming, not just for students, but for parents too, who often feel as though they are writing matric alongside their children. “Whether students are aiming for university entrance, considering a gap year, or simply focused on finishing strong, the culmination of twelve years of education comes down to the NSC results for which they will sit later this year,” says Darren Purdon, Academic Project Manager: Academic Centre of Excellence at ADvTECH and The IIE. “Matric is a year filled with excitement and responsibility. Many students take on leadership roles, plan their matric farewells, and prepare for valediction services. These events are memorable, but they also add to the pressure of maintaining strong academic performance. Mental health becomes a crucial factor, as students juggle multiple responsibilities and expectations,” he says. But, to start the year on the right foot, it is imperative for students to set clear academic goals. “APS scores are vital for university entrance, so students must understand the requirements and track their progress consistently. Parents can support this by creating a tracking sheet and having regular discussions with their child about their marks. These conversations should be constructive, offering motivation and support where needed,” says Purdon. Planning is essential to avoid burnout, he adds. “A monthly planner that includes all assessments and portfolio deadlines helps students stay organised. Establishing a study routine early in the year, with consistent daily habits, is far more effective than last-minute cramming. Using a wall planner or digital app to mark exam dates and assignment deadlines can make a big difference.” Portfolio pieces play a significant role in the final NSC mark. Students should aim to submit their best work and take advantage of opportunities to revise and resubmit tasks. Engaging with teachers for feedback is key. However, students must be cautious of plagiarism. While tools like ChatGPT and Microsoft Copilot are excellent for research, they should not be used to generate final submissions. Plagiarised work will be discarded and penalised, which can negatively impact results. “Many subjects allow students to select their highest-scoring portfolio pieces. This flexibility can be a strategic advantage if assessments are approached with preparation and effort. Starting assignments early allows time for reflection and improvement, leading to better outcomes. Students should reach out to teachers for guidance and use feedback to refine their work,” Purdon says. Very importantly, mental wellbeing must be prioritised throughout the year. Encourage short, focused study blocks followed by breaks, and promote healthy habits like regular exercise, balanced nutrition, and sufficient sleep. Stress management techniques such as journaling, breathing exercises, or short walks can help students stay grounded. Pressure is normal, the key is learning to manage it effectively. Thought Life Orientation is an after-thought? Think again. “Life Orientation is often overlooked, yet it can influence university residence applications. It’s a task-driven subject, making it easier to excel with proper planning and effort. Aim for a distinction, it’s achievable,” says Purdon. Active learning strategies such as summarising notes, teaching concepts aloud, using flashcards, and practising with past papers are highly effective. “Previous NSC papers are invaluable for understanding question formats and expectations. These resources are freely available online and should be printed and organised in subject-specific folders for easy access. “After each test, students should reflect on their performance: What went well? What needs improvement? This feedback loop is essential for growth. Taking notes in class and creating study summaries from day one will make exam preparation easier. Avoid studying late at night before assessments, and plan ahead to reduce anxiety and improve retention.” Reviewing Grade 11 content in key subjects like Mathematics, Physical Sciences, and Languages is also important. Study groups and peer tutoring can reinforce understanding, and regular check-ins with teachers or mentors can help identify and address challenges early. Focus on now, but also strategise the future. While the Matric year brings countless demands on your time and energy, planning your post-Matric path is equally crucial - especially if you plan to pursue further studies, Purdon says. “Start exploring your options right from the beginning of the year by thoroughly investigating all available pathways. Attend Open Days at as many public and private universities as possible to gain firsthand insight into campuses, programmes, and facilities. By acting proactively and keeping an open mind to the full range of possibilities, you'll reduce stress, make more informed decisions, and position yourself for a smoother, more successful transition into higher education.” This final year of school is not just about academics, it’s about balance, planning, and making the most of every opportunity. With the right support and mindset, students can thrive and finish strong, while hopefully reducing stress and anxiety, says Purdon. “Above all, students should remember to enjoy their final year of school. It’s a year filled with milestones and celebrations, and it passes quickly. Embrace the journey, plan wisely, and make the most of every moment.”
Emeris Sandton officially opened its doors on Wednesday, 3 February in what has come to be known as the richest square mile in Africa, bringing a state-of-the-art mega campus to the heart of Johannesburg. The R420 million, 47,000-square-metre campus represents one of the largest private investments in tertiary education in Gauteng, signalling a strong vote of confidence in the future of South African talent development. This landmark development marks the consolidation of The Independent Institute of Education’s Varsity College Sandton and IIE Vega School Bordeaux under one roof, now operating as Emeris and The Vega School at Emeris Sandton. With the opening of this new campus, Emeris now operates ten contact campuses and one online centre across South Africa’s major metropolitan areas. Emeris educated approximately 30,000 students in 2025.
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