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Service Management Scorecards -
See Where You Stand in Minutes
The Challenge: Why Traditional Reporting Fails
Most organisations see only a fraction of what’s really happening in their service operations. Standard MIS reports and dashboards rely on structured data — tickets, forms, and fields — which represent barely 10% of total interactions. The rest is hidden in unstructured noise: chat logs, emails, notes, comments, and voice transcriptions.
Sampling this data manually introduces bias and misses systemic issues. Leaders are left asking why adoption is low, why requests bounce between teams, and why automation under-delivers.
These blind spots block value realisation. They create an illusion of control while vital context — user intent, tone, and root cause — stays invisible. Without it, transformation programmes stall, AI readiness drops, and service credibility erodes.
Fusion uses Lean journey analysis and Natural Language Processing (NLP) to analyse every interaction across every channel, structured or not. That’s how we expose the true flow of work — friction points, handoffs, and waste that standard reports never show.
The result is a benchmark that reflects your real operating reality, not just the 10% your systems choose to capture.
What Fusion Scorecards Are
Fusion Scorecards are tailored benchmark and insight reports designed for leaders who need clarity on service performance. They combine signals from IT, HR, Finance, Facilities, CRM, and customer channels.
They assess more than 400+ KPIs, aligned to 40+ industry scorecards, to show where processes stall, where automation accelerates outcomes, and how your organisation compares to peers across the industry.
Each scorecard includes a detailed 8–10 page report that translates data into clear priorities, measurable progress, and improvement opportunities.
What You'll Receive
Your scorecard and report. After a short meeting to identify your priority areas and pain points, we define the outcomes and benchmarks that matter. You provide the necessary data, we complete the analysis (five working days), and deliver an 8–10 page report with your scorecards.
Three high-impact moves. Clear priorities with expected lift in cost, speed, and risk.
Follow-up pack. Definitions, trend lines, and a simple 6–8 week action plan — ready to take into governance
Eight Benchmark Fields We Track
Fusion Scorecards assess more than 400 KPIs across eight core fields of service management. Each benchmark is aligned to peer and industry performance.
Each field produces a benchmark view, and the combined scorecard shows your maturity status. Results are then translated into actionable activities defined in a clear roadmap for improvement.
Multi-System, End-to-End Analysis
Real service journeys cross multiple systems — chat, email, telephony, portals, ITSM, HR, Finance, CRM, observability, and identity.
Fusion Scorecards stitch these signals together so you can see:
- Where journeys stall (handoffs, rework, channel deflection gaps)
- Which fixes move the needle fastest (catalogue design, knowledge quality, automation candidates)
- How improvements flow through to experience and cost
AI Talos Engine: How It Works
AI Talos unifies signals from all your service systems, interprets them with natural language, and applies proven models to create benchmarks and scorecards. Private. Explainable. Continuously learning.
- Data ingestion: integrations, automation logs, RAG for knowledge signals
- Language understanding: normalises intents and categories across tools
- AI analysis: pattern detection and quality scoring using ML and LLMs
- Benchmarks & scorecards: 40+ industry scorecards, 400+ metrics
Proof in Action: Benchmark Results
How the Process Works
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Discover: We meet with you to understand your priorities, outcomes, and pain points.
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Define: Together we agree the benchmarks and metrics that matter.
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Deliver data: You provide exported data from your systems using our simple guide.
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Report: Within five working days we analyse, benchmark, and return an 8–10 page scorecard pack with clear actions.
Governance: in-region processing, anonymised cohorts, clear metric definitions, and opt-in sharing.
FAQs About Fusion Scorecards
Is this tied to one vendor?
No. It’s tech-agnostic and works across your current stack.
What’s the difference between a benchmark and a scorecard?
A benchmark is the anonymised peer and industry baseline, built from over 400+ KPIs grouped into eight service management fields: service management operating model, self-service success, service desk optimisation, contact strategy, automation priorities & candidates, knowledge optimisation, change success, and lines of business success. A scorecard shows your maturity status against those benchmarks and translates it into actionable activities, broken down into a roadmap for improvement.
How often can we refresh the scorecard?
Typically quarterly or bi-annually; ad-hoc for major changes.
What’s required from us?
A 30-minute scoping call and a simple data handover. We handle the rest.
How secure is our data?
AI Talos analysis can be carried out in our secure cloud (ISO27001 compliant), on-premise, or within your own private cloud — ensuring compliance with your security and governance standards. Fusion is also fully GDPR compliant, with policies and controls in place for privacy by design, encryption at rest and in transit, VPN-secured links, multi‑factor authentication, pseudonymisation, and strict role-based access controls【150†source.