Government SETA · CRM & Telephony

CHIETA
CRM & TELEPHONY

Following Recadi's CRM implementation and ongoing support work for INSETA, Recadi Technologies was awarded CHIETA's CRM project.

Client

Who The Organisation Is

CHIETA is the Chemical Industries Education and Training Authority, the SETA responsible for skills development across South Africa's chemical sector.

It runs a stakeholder service environment that spans both digital channels and telephone-based contact with employers, learners and training providers.

The Operational Challenge

What Needed Solving

Service management activity and telephone activity needed to be visible within a single operational environment.

Unattended and overdue queries needed a structured way of being escalated rather than relying on manual follow-up.

The Solution

What Recadi Delivered

Following Recadi's CRM implementation and ongoing support work for INSETA, Recadi Technologies was awarded CHIETA's CRM project.

The solution extends CRM and service-management functionality through integration with CHIETA's telephone environment.

CRM and service management

Telephony integration

Call activity captured in CRM

Call volume visibility

Answered, missed and unanswered calls

User and support workflow information

Automated escalation workflows

Operational reporting

Implementation

How It Fits The Operation

Call activity can be captured within the CRM, providing visibility into call volumes and answered, missed and unanswered calls together with user and support workflow information.

Automated escalation workflows support the management of unattended and overdue queries.

Platform Screenshots

The System In Operation

These screenshots show the CHIETA CRM and telephony environment as configured for demonstration and presentation purposes. Names, numbers, charts, and operational data are representative demo data used to illustrate the system's features and do not reflect live client records or confidential information.

DEMO DATA — NOT LIVE CLIENT DATA

CRM contact centre dashboard demo showing total, answered and missed calls with calls by hour and answered versus missed charts
Contact centre dashboard fed by CDR telephony integration, covering call volumes, answered, missed and talk time (demo data).
Call analytics view demo showing inbound, external bridge and internal call direction breakdown with call outcomes by hour
Call direction breakdown and hourly answered versus missed outcomes with busiest and quietest hour insights (demo data).
SLA breach dashboard demo showing breached tickets, worst hotspot and a unit by channel hotspot matrix
SLA monitoring with breach hotspots by unit and channel, driving escalation of overdue queries (demo data).
CRM reporting workspace demo showing tickets by channel, unit, enquiry type and ticket status charts
Operational reporting across ticket channel, business unit, enquiry type and status, with custom and saved reports (demo data).
What This Demonstrates

The Capability Proven

The project demonstrates Recadi's capability to combine CRM, workflow automation, service management, reporting and enterprise integration within a public-sector environment.

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