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First Call Custom Brief

Here are some prompts to help you better understand your customer before jumping on that first call.

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Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Understanding the current state of their implementation process: The VP-Level within the Implementation department is likely to face challenges in understanding the current state of their implementation processes. They may struggle with visibility into ongoing projects, timelines, and resource allocation.
  2. Managing cross-functional collaboration: Given the nature of their role, the VP-Level needs to ensure effective collaboration across various departments such as IT, sales, customer service, and operations. They may face challenges in coordinating efforts and aligning priorities.
  3. Tracking and measuring project success: It is crucial for the VP-Level to track the success of projects and measure their impact on the organization's overall goals. They may face difficulty in defining and measuring key performance indicators (KPIs) for their implementation projects.
  4. Managing stakeholder expectations: The VP-Level is likely to interact with various stakeholders within the organization, including senior leadership, project managers, and end-users. They may struggle with managing and aligning conflicting expectations and priorities.
  5. Leveraging technology for efficiency: In today's digital age, the VP-Level may face challenges in leveraging technology effectively to streamline their implementation processes. They may seek guidance on how to best utilize software tools for project management, collaboration, and reporting.
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Objectives & Key Results

Use these OKRs (objectives and key results) to help your customer find success:

  1. Understand the customer's current workflows and pain points to identify areas where our solution can provide the most value.
  2. Discuss the customer's key business goals and how our platform can help them achieve these objectives, such as improving efficiency, reducing costs, or increasing revenue.
  3. Educate the customer on best practices for using our platform to maximize productivity and collaboration within their organization.
  4. Gather feedback on their initial experience with our solution and address any questions or concerns they may have.
  5. Create a plan for ongoing support and training to ensure the customer is successful in implementing our platform across their organization.
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Tactical Considerations

Consider these tactics and strategic initiatives your customer may be planning:

  1. They may face challenges in effectively managing complex projects and workflows across different teams and departments within their organization.
  2. There could be communication gaps between various stakeholders involved in the implementation of new processes or technologies.
  3. They might need assistance with optimizing resource allocation and ensuring team members are working on the most crucial tasks at any given time.
  4. They could struggle with tracking and measuring key performance indicators (KPIs) to evaluate the success of their initiatives and make data-driven decisions.
  5. They may be looking to streamline and automate manual processes to reduce inefficiencies and free up time for more value-added activities.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and industry: Familiarize yourself with the customer's company, their products or services, and the challenges they face in the healthcare services industry. Understanding their business environment will help you tailor your conversation to their specific needs.
  2. Ask open-ended questions: During the call, focus on asking open-ended questions that allow your customer to share their pain points, goals, and expectations. This will help you gather valuable insights that you can use to provide tailored solutions to address their needs.
  3. Share success stories: Highlight case studies or success stories from similar customers in the healthcare industry that have benefited from your product. This will demonstrate your expertise and build credibility with your new customer.

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