Are you measuring mash conversion efficiency, mash lauter efficiency, or brewhouse efficiency?
To clarify, conversion efficiency is simply how much of the starch you extract from the grain and then convert to sugar. It's measured in the mash, before any losses due to sparging. From what I can tell, Brewer's Friend doesn't have a calculator to measure it.
Mash Lauter efficiency is your efficiency during the boil. Basically it's your mash conversion efficiency minus losses due to sparging.
Brewhouse efficiency is total efficiency into the fermenter. It's Mash Lauter efficiency minus losses from boil kettle to fermenter (i.e. trub loss).
When you're getting poor efficiency, it helps to measure all three to help identify where your efficiency issues are coming from. If you're getting poor mash conversion efficiency, then crush or mash temp/pH are the probable culprits. But if it's close to 100%, the issue lies elsewhere. My brewhouse efficiency takes the biggest hit in the final step, because I choose to leave behind a lot of trub.