Service · 2-week Health Check
Freshworks Audit & Optimization — your Health Check in 2 weeks
You deployed Freshservice or Freshdesk 6+ months ago and you know it underperforms. In 2 weeks we objectively measure the gaps, cost the quick wins, and deliver an actionable roadmap. No empty PowerPoint — a plan your teams execute from week 3.
Independent ITIL 4 consultancy + Forrester Strong Performer ESM 2025 · Method battle-tested on Freshservice + Freshdesk · Deliverable guaranteed within 14 days.
Your typical symptoms
Adoption
Tool deployed, teams still working around it
Tickets handled outside the ticketing system (email, Teams, sticky notes). The self-service portal isn't adopted. You sense the Freshworks ROI isn't there but without an objective diagnosis, you can't arbitrate.
Workflows
Configuration frozen at install, never re-tuned
SLAs no longer reflect your 2026 commitments. Automations cover 30% of what they could. You don't know which workflows to rewrite first or what impact to expect.
KPIs
No dashboards, so no steering
You can't answer 'what's our FCR?' or 'how much does Freddy actually deflect?' because the native reports aren't configured. Deciding without data means deciding poorly.
Our 4-step Health Check method
2 bounded weeks — Discovery, Diagnostic, Recommendations, Roadmap. Dated deliverables, no scope creep.
- 1
D1-D3 — Discovery
Workshops with PO, agents, supervisors, IT team. Audit of current configuration (workflows, SLAs, automations, integrations, knowledge base, Freddy AI). Pull KPI data from the last 6 months.
- 2
D4-D7 — Diagnostic
Gap analysis vs Freshworks Benchmark 2025 (FCR, CSAT, deflection, MTTR). Identify 10 quick wins (< 2 days effort) and 5 structural projects (1-4 weeks). Quantify expected gain for each.
- 3
D8-D10 — Recommendations
Executive readout (CIO/COMEX) + operational readout (teams). 30-page document with annotated screenshots, ready-to-deploy automation scripts, ITIL 4 checklists.
- 4
D11-D14 — Roadmap & handover
6-month roadmap prioritized via WSJF (effort × impact). Coaching of your team on the 3 fastest quick wins. KPI dashboard installed. You leave autonomous.
What you get in 2 weeks
Benchmarks Freshservice Benchmark 2025 (32,000 organizations) + on-the-ground consultant diagnosis.
10
Quantified quick wins
5
Prioritized structural projects
30
Pages of actionable deliverable
14d
From kickoff to roadmap
Sources: Freshservice Benchmark Report 2025 (Freshworks, 32,000 organizations) + ITIL 4 Foundation reference + WSJF method (SAFe).
How much does it cost?
Fixed Health Check fee, calibrated to scope (1 Freshworks product or both). No subscription, no surprise.
Starting at
€6,000
per 2-week Health Check, excluding Freshworks licenses
Reference price covers 1 Freshworks product (Freshservice OR Freshdesk). For a joint audit of both, add +50%. Detailed quote within 24h after brief.
Frequently asked questions about the Health Check
Why 2 weeks and not a month?
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Beyond 2 weeks, the Health Check loses its rhythm and competes with your project roadmap. 14 bounded days force prioritization and guarantee fast actionable delivery.
Which Freshworks products do you cover?
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Freshservice (ITSM, ITAM, ESM) and Freshdesk (omnichannel CX). For Freshchat and Freshcaller, audit possible but shorter (1 week, custom quote). Freshmarketer and Freshsales out of scope.
What does the team need to prepare?
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Read access to Freshworks (Observer role is enough), 6-month KPI exports (CSAT, FCR, MTTR, ticket volume), 4-6h availability of POs/supervisors over the first 3 days, 1 decision-making sponsor for the executive readout.
What's in the final deliverable?
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30-page Word document: quantified diagnosis + 10 quick wins (each with effort, impact, script when relevant) + 5 structural projects with WSJF roadmap + KPI dashboard pre-installed on your instance + 1 two-hour coaching session.
Do you work in English?
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Yes — French and English natively. Workshops, readout and deliverable available in both languages. Relevant for mid-market organizations with UK/Ireland/Belgium/Switzerland subsidiaries.
What happens after the Health Check?
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Your choice: (1) implement autonomously via the supplied roadmap, (2) delegate 1 or 2 structural projects to WaS on a project quote, (3) subscribe to a monthly Managed Service for continuous steering. No implicit commitment — you decide.
Let's launch your Health Check
30-minute discovery call. Quote and Health Check schedule within 24h.