btrnsfrmd.com  ·  success@btrnsfrmd.com OptimizeAI · July 2026
Renewal Readiness · Freshservice

Are You
Renewing From
Strength?

Know where your Freshservice environment stands — before you sign.

5
Dimensions
15
Questions
5 min
To complete
Performance
AI & Automation
SLA
Ownership
Leadership
btrnsfrmd.com  ·  success@btrnsfrmd.com From Interactions to Outcomes
Progress
0/15
Section 1 of 5

Performance Baseline

Do you have numbers to prove the investment worked?

✓
Critical
We have a pre-go-live baseline — resolution time, SLA compliance, deflection rate.
Most implementations skip this entirely. If yours did, every performance claim since go-live is an assumption — not a measurement.
✓
Critical
We can show leadership a clear report on what the platform delivered since go-live — in outcomes, not activity.
If this report takes more than a day to produce, the data foundation is not where it needs to be for a credible renewal conversation.
✓
Leadership has seen a Freshservice performance report in the last 90 days — not a summary from IT, the actual data.
When leadership does not see platform data directly, renewal decisions are made on impressions — not evidence.
btrnsfrmd.com  ·  success@btrnsfrmd.com From Interactions to Outcomes
Progress
0/15
Section 2 of 5

AI & Automation

Freddy AI is switched on in most environments. Very few have it working.

✓
Critical
Freddy AI deflection rate is above 20% — and we know the exact number.
Under 20% means Freddy is on but not configured. Two very different things.
✓
Important
Our knowledge base was reviewed and updated in the last 90 days.
A knowledge base last updated at go-live is actively training Freddy to give wrong answers. Wrong answers kill adoption faster than anything else.
✓
One named person owns Freddy's performance and reviews it weekly.
AI without a named owner drifts. Shared ownership is no ownership.
btrnsfrmd.com  ·  success@btrnsfrmd.com From Interactions to Outcomes
Progress
0/15
Section 3 of 5

SLA & Compliance

Green SLA numbers do not always mean good service.

✓
Critical
Our SLAs have been updated since go-live — not still on implementation defaults.
Default SLAs measure speed. Updated SLAs measure business outcomes.
✓
Important
We track SLA compliance by business unit — not just a single aggregate number.
Aggregate SLA compliance is a vanity metric. It shows green while individual teams or locations are failing silently.
✓
We can show whether SLA performance improved, declined, or stayed flat since go-live — not just what it is today.
A single point-in-time metric tells you nothing about direction. Trend data tells you whether the investment is actually working.
B-TRNSFRMD · Healthcare Case Study ↗
Urgent Care Provider — From Phone-Only to Full Omnichannel
A fast-growing urgent care provider had no SLA visibility and phone-only support. B-TRNSFRMD implemented Freshdesk and Freshchat with real-time SLA dashboards and workflow automators. The same approach applies across every Freshservice and Freshdesk environment we optimise.
Real-time
SLA visibility
Multi-channel
Freshdesk + Freshchat
Reduced
Resolution time
btrnsfrmd.com  ·  success@btrnsfrmd.com From Interactions to Outcomes
Progress
0/15
Section 4 of 5

Team & Ownership

Most post-go-live failures are not technical. They are ownership failures.

✓
Critical
One named person owns platform performance — not the team collectively.
If nobody has their name on the metrics, nothing gets fixed.
✓
Important
The current team was trained on today's configuration — not the go-live version.
When training materials are outdated, new team members learn the wrong way to use the platform. That is how incidents get created instead of resolved.
✓
There is one person whose name is on Freshservice performance — who gets asked when metrics slip and who drives improvement.
Collective ownership means nobody owns it. If one person cannot be named immediately, the platform is running without accountability.
btrnsfrmd.com  ·  success@btrnsfrmd.com From Interactions to Outcomes
Progress
0/15
Section 5 of 5

Leadership Readiness

Walk into renewal with numbers — not explanations.

✓
Critical
We can answer in 60 seconds: what did this platform deliver since go-live — in outcomes, not features?
A pause before that answer is the gap. If the answer takes preparation, the business case was never built properly.
✓
Important
We know exactly what the contract includes — and we have confirmed whether we are using what we are paying for.
Most organisations discover they are paying for features they never activated — at renewal, not before. That is the wrong time to find out.
✓
A formal post-implementation review has been completed — not an IT update, but a structured assessment of outcomes against original goals.
Without a formal review, the renewal conversation is about price and features — not about what was promised and what was delivered.
btrnsfrmd.com  ·  success@btrnsfrmd.com From Interactions to Outcomes
0
out of 15
—

Your Score by Section

Every unchecked item is a specific action before your renewal.

30-Min Assessment
Know exactly where to focus.

Book a free 30-minute assessment. We map your environment against all five dimensions and show you what to address before you sign.

Book a Free Assessment →
Certified Freshworks Partner · B-TRNSFRMD Consulting LLC

Also take the OptimizeAI Scorecard — five performance dimensions, 10 minutes.

→ btrnsfrmd.com/optimizefresh-scorecard/
About B-TRNSFRMD

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.

Disclaimer

This checklist is produced by B-TRNSFRMD Consulting LLC for informational purposes. All assessments are based on common implementation patterns observed across mid-market Freshservice and Freshdesk environments. Results are indicative and not a substitute for a formal technical assessment. © 2026 B-TRNSFRMD Consulting LLC. All rights reserved.

btrnsfrmd.com · success@btrnsfrmd.com · © 2026 B-TRNSFRMD Consulting LLCFrom Interactions to Outcomes