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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.

Right arrow iconPriorities & Pain Points
Right arrow iconObjective & Key Results
Right arrow iconTactical Considerations
Right arrow iconBuilding Rapport
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Pain Points & Priorities

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

  1. Increase internal communication and collaboration between teams to improve decision-making process and to reduce silos between departments.
  2. Improve customer relationship management processes to make sure customer service is more efficient and better informed.
  3. Reduce onboarding and training times for new hires, to enable them to quickly adopt the company’s workflows and start working productively.
  4. Automate administrative and repetitive tasks, to free up resources for more value-creating activities.
  5. Implement ongoing program reviews and performance monitoring, to ensure continuous optimization and improvement of processes.
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Objectives & Key Results

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

  1. Objective: Develop an automated workflow to increase operational efficiency and reduce duplicated effort.
    Key Result: 50% time savings across workflow processes.
  2. Objective: Reduce downtime for customer facing services.
    Key Result: 1 hour maximum of environmental waiting time.
  3. Objective: Improve customer support satisfaction.
    Key Result: 90% overall customer satisfaction rating.
  4. Objective: Develop an effective tracking system for customer data.
    Key Result: 100% accuracy of customer data.
  5. Objective: Increase customer retention and repeat purchases.
    Key Result: 60% customer return rate over a six month period.
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Tactical Considerations

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

  1. Improve workflow efficiency and productivity.
  2. Increase client engagement and satisfaction.
  3. Organize information and manage data more effectively.
  4. Collaborate between teams more effectively and securely.
  5. Gain better visibility into customer behavior and industry trends.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research about the company and the industry they specialize in, to better understand their current product landscape, challenges and opportunities.
  2. Start the call with a sincere introduction, include your name, your role and what your objectives are in the call. Make sure to emphasize the value that you will bring to them.
  3. Find common ground with your contact by asking open-ended questions, such as, “How did you get into this industry?” or “What do you find rewarding about the work that you do?”.

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