Case Study: The South African College of Applied Psychology (SACAP) achieves 99% first-response rate and streamlined student journeys with Freshdesk

SACAP Delivers Seamless Student Journeys with Freshdesk

The South African College of Applied Psychology (SACAP), a leading education provider in applied psychology across South Africa, was struggling to keep up with a 36% year‑on‑year rise in student enquiries. Its shared inbox system caused emails to slip through the cracks, generated duplicated or inconsistent replies, and provided no reporting or accountability, undermining SACAP’s goal of a seamless student journey.

SACAP migrated to Freshdesk under Business Process Manager Karina Coetzee, quickly rolling the helpdesk out across student‑facing teams and using ticket assignment, priorities, automation, collision detection, tagging, canned responses and custom reports to streamline workflows and collaboration. The change boosted first‑response performance from 87% to 99%, raised positive feedback by 8%, improved SLA compliance and staff productivity, and set the stage for further enhancements with Freshconnect and Freshchat.

SACAP

Karina Coetzee

Business Process Manager