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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. Managing multiple projects simultaneously without clear visibility into progress and potential roadblocks.
  2. Collaborating effectively with cross-functional teams that are spread across different locations and time zones.
  3. Ensuring that all team members are aligned on project goals, timelines, and deliverables.
  4. Tracking and analyzing key performance metrics to measure the success of implemented solutions.
  5. Identifying and resolving communication gaps or bottlenecks that may hinder project execution.
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Objectives & Key Results

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

  1. Understand the current pain points and challenges the customer is facing with their current processes and systems.
  2. Determine the specific goals and objectives the customer is looking to achieve by implementing our solution.
  3. Identify key stakeholders within the customer's organization who will be involved in the implementation and adoption of our platform.
  4. Discuss the customer's current workflows and processes to identify areas where our solution can add value and improve efficiency.
  5. Review any past experiences with similar software implementations and gather feedback on what worked well and what didn't.
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Tactical Considerations

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

  1. They may struggle with coordinating and managing different teams and workflows within the implementation department to ensure projects are completed on time and within budget.
  2. They might face challenges in tracking the progress of various tasks and identifying bottlenecks in the implementations they oversee.
  3. They could be looking for ways to enhance communication and collaboration among team members and external stakeholders involved in the implementation process.
  4. They may need to improve visibility into key metrics and performance indicators to make data-driven decisions and optimize their implementation strategies.
  5. They might be seeking automated solutions to streamline repetitive tasks, increase efficiency, and reduce manual errors in their daily operations.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Understand their current workflow and pain points: Before the call, familiarize yourself with the challenges specific to the implementation department and the higher education industry. This will demonstrate your preparedness and show that you understand their unique needs.
  2. Highlight success stories from similar customers: Share examples of how your solution has helped other colleges and universities improve productivity, collaboration, and visibility. This will build credibility and show that you have experience in their industry.
  3. Ask open-ended questions to uncover their goals and objectives: During the call, engage your contact by asking questions that delve into their desired outcomes and key performance indicators. This will help you tailor your recommendations to their specific needs and establish a collaborative approach.

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