From Live to Performing · OptimizeAI Scorecard
Why This Scorecard Exists
Your Freshworks platform is live. But if the ROI your leadership expected is not showing up in the numbers yet — it is rarely the platform that is the problem. It is the configuration work that never happened after go-live.
This scorecard measures your environment across five dimensions. Score each one honestly, from 1 to 5. Your total tells you exactly where you stand — and what benchmark performance looks like for each area.
Score what exists today. Not what is planned. Not what is in progress.
It takes under ten minutes. What you do with the score is up to you.
Sources Freshworks 2025 Benchmark Report (10,743 IT teams, 180 million tickets) · Forrester Total Economic Impact Study commissioned by Freshworks, July 2023 · B-TRNSFRMD client engagement data
B-TRNSFRMD Consulting LLC · optimizefresh.com · FROM INTERACTIONS TO OUTCOMES
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Three layers. One job. Most environments have Freddy AI enabled — and almost nothing configured beyond that.
| 1 | Enabled. Nothing configured. Deflection is near zero. |
| 2 | Copilot active. Agents see suggestions but ignore most of them. |
| 3 | Copilot in use. AI Agent live on one channel. Deflection below benchmark. |
| 4 | All three layers running. Routing reflects actual ticket taxonomy. Insights reviewed monthly. |
| 5 |
65%+ ticket deflection. Agents use Copilot consistently. Insights reviewed in leadership meetings. |
BenchmarkFully configured Freddy AI Copilot environments achieve 65.7% ticket deflection. (Freshworks 2025 Benchmark Report)
Your Score:—/ 5
B-TRNSFRMD Consulting LLC · optimizefresh.com · FROM INTERACTIONS TO OUTCOMES
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02
Self-Service and Knowledge Base
Freddy AI is only as good as the knowledge base it draws from. Most KB articles were written at go-live and have not been reviewed since.
| 1 | KB migrated from the old system. Not reviewed since launch. Self-service barely used. |
| 2 | Some articles updated. No governance. Agent trust in AI suggestions is low. |
| 3 | KB reviewed once post go-live. No ongoing cadence. Deflection patchy. |
| 4 | Quarterly review in place. Articles structured for AI retrieval. Deflection improving. |
| 5 |
KB treated as live infrastructure. Defined owner. Every resolved ticket assessed for KB contribution. |
BenchmarkOrganizations with structured KB governance reach 65.7% deflection using Freddy AI Copilot. (Freshworks 2025 Benchmark Report)
Your Score:—/ 5
B-TRNSFRMD Consulting LLC · optimizefresh.com · FROM INTERACTIONS TO OUTCOMES
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Every decision the platform makes automatically is one less decision your Agents carry. Most environments are running at a fraction of what is possible.
| 1 | Default routing only. Agents manually triage and assign every ticket. |
| 2 | Some automation from implementation. Not reviewed. Edge cases handled manually. |
| 3 | Most routine ticket types automated. Multi-department flows still manual. |
| 4 | 70–80% of volume automated. Escalation active. Agents handle exceptions only. |
| 5 |
80%+ automated end to end. Escalation fires before breach. Agents focus on complex work. |
BenchmarkEnvironments with full automation see 76.6% reduction in resolution time. (Freshworks 2025 Benchmark Report)
Your Score:—/ 5
B-TRNSFRMD Consulting LLC · optimizefresh.com · FROM INTERACTIONS TO OUTCOMES
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04
SLA Design and Compliance
One SLA policy for everything looks fine in reports — and hides consistent failures on the tickets that matter most to the business.
| 1 | Single SLA for all tickets. High-priority breaches buried in the averages. |
| 2 | Basic tiers exist. Not mapped to actual business urgency. Escalation is reactive. |
| 3 | SLA policies by ticket type. Escalation active. Compliance 85–90%. |
| 4 | SLAs reflect real priorities. Escalation is proactive. Compliance consistently above 90%. |
| 5 |
98%+ SLA compliance. Reviewed quarterly. Aligned to what the business actually needs. |
BenchmarkFully configured environments maintain SLA compliance above 90% consistently — with escalation paths that trigger before breach, not after.
Your Score:—/ 5
B-TRNSFRMD Consulting LLC · optimizefresh.com · FROM INTERACTIONS TO OUTCOMES
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05
Reporting and Business Visibility
Ticket counts tell you what is happening. They do not tell your CFO whether the platform is delivering what the business case promised.
| 1 | Default dashboards. Data exists. No one in leadership looks at it. |
| 2 | Custom reports built. Not reviewed consistently. No link to business outcomes. |
| 3 | Monthly reports to IT or CX leadership. No connection to the original ROI targets. |
| 4 | Reports tied to business metrics. Freddy AI Insights in use. Leadership reviews quarterly. |
| 5 |
Platform performance visible at board level. ROI targets tracked. Data drives decisions. |
BenchmarkFreddy AI Insights (GA June 2025) gives leadership plain-language query access to live service performance data.
Your Score:—/ 5
B-TRNSFRMD Consulting LLC · optimizefresh.com · FROM INTERACTIONS TO OUTCOMES
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Your Score
01
Freddy AI Activation and Configuration
— / 5
02
Self-Service and Knowledge Base
— / 5
03
Workflow Automation
— / 5
04
SLA Design and Compliance
— / 5
05
Reporting and Business Visibility
— / 5
The OptimizeAI Performance Maturity Curve
612182430
5–10
Platform Live. Value Not Yet Unlocked.
The platform is running. The configuration that unlocks its value has not happened yet.
11–16
Partially Configured. Gaps Remain.
Progress made. Real capability gaps are holding back the ROI your leadership expected.
17–21
Performing. Below Benchmark in Places.
Your environment is working. One or two dimensions are leaving measurable performance on the table.
22–25
Fully Configured. Compounding Value.
Operating at or near benchmark. Focus shifts to maintaining it as things change.
B-TRNSFRMD Consulting LLC · optimizefresh.com · FROM INTERACTIONS TO OUTCOMES
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What OptimizeAI Does With Your Score
What OptimizeAI Does With Your Score
Every OptimizeAI engagement begins here — with a documented baseline across these five dimensions and a clear target for where your environment should be after nine weeks.
The PATH TO OUTCOME™ methodology works through each dimension in sequence. By the end of the engagement, every client has a score they can present to their leadership as evidence of measurable improvement.
P
Plan
Audit the environment. Score AI readiness. Establish the baseline.
A
Align
Define outcomes. Agree architecture. Align stakeholders.
T
Transform
Configure, activate Freddy AI, deploy automations and integrations.
H
Harness
Measure outcomes, train your team, hand over a platform built to last.
B-TRNSFRMD Consulting LLC · optimizefresh.com · FROM INTERACTIONS TO OUTCOMES
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YOUR NEXT STEP
No Pitch.
No Pressure.
Just Clarity.
Book a free 30-minute assessment. Bring your scores. We will walk through each dimension, tell you what benchmark performance looks like for your environment, and give you a clear picture of what it would take to get there.
Request an Assessment
About Us
B-TRNSFRMD reimagines how organizations deliver Customer and Service Experiences by designing and implementing AI-native technology transformation. As expert partners with ServiceNow, Creatio, Freshworks, and Zendesk, we provide integrated solutions across Omnichannel CX, CRM, ITSM, and Process Automation. Our Proprietary PATH TO OUTCOME™ methodology moves organizations from fragmented technology investments to measurable customer outcomes. From interactions to outcomes — that is the journey we deliver, every engagement, every client.
Contents copyright B-TRNSFRMD Consulting LLC, 2026. Do not reproduce without permission. Product names & logos are copyrights of respective owners.
Disclaimer* — This document is for informational and educational purposes only. B-TRNSFRMD Consulting LLC is not liable for any business decisions made based on the content presented. Individual outcomes will depend on organizational context and implementation.
