Government SETA · CRM

INSETA
CRM PLATFORM

Recadi Technologies was appointed by INSETA to design, implement and support a Customer Relationship Management platform for day-to-day operational use.

Client

Who The Organisation Is

INSETA is the Insurance Sector Education and Training Authority, the SETA responsible for skills development across South Africa's insurance and financial services sector.

It engages with a large base of stakeholders, including employers, learners and training providers, as part of its day-to-day mandate.

The Operational Challenge

What Needed Solving

Customer and stakeholder queries needed to be centralised so that internal teams could work from one operational view rather than fragmented channels.

The organisation required structured processes for handling queries and a consistent reference point for the information used to answer them.

The Solution

What Recadi Delivered

Recadi Technologies was appointed by INSETA to design, implement and support a Customer Relationship Management platform for day-to-day operational use.

The solution centralises customer and stakeholder queries and provides structured ticketing workflows and a centralised knowledge base.

Centralised stakeholder queries

Structured ticketing workflows

Centralised knowledge base

Query visibility for internal teams

Structured communication

Service delivery support

Implementation

How It Fits The Operation

The platform gives internal teams greater visibility over queries and supports structured communication and service delivery.

The CRM forms part of INSETA's day-to-day operational environment rather than sitting alongside it as a separate tool.

Ongoing Role

Support And Maintenance

The CRM remains in operational use, with Recadi providing ongoing technology support.

Platform Screenshots

The System In Operation

These screenshots show the INSETA CRM platform that Recadi designed and implemented, as configured for demonstration and presentation purposes. Names, numbers and operational data are representative demo data used to illustrate the system's features and do not reflect live client records.

DEMO DATA — NOT LIVE CLIENT DATA

CRM stakeholder register showing total, active and inactive stakeholder counts with a searchable stakeholder table
Stakeholder register with grouping, search, CSV import and export, and portal access provisioning (demo data).
CRM ticket queue showing SLA status, priority, channel and enquiry type for support tickets
Ticket queues with SLA tracking, priority, enquiry type, unit routing and multi-channel capture (demo data).
Support analytics dashboard showing ticket volume trend and tickets by business unit
Support analytics covering ticket volume trends, SLA compliance and volumes by business unit (demo data).
What This Demonstrates

The Capability Proven

This project demonstrates Recadi's ability to implement and support an operational CRM environment inside a South African public-sector organisation, covering query management, workflow structure and knowledge management.

Related Services

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