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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. Organizational visibility: My customer will likely be looking to find a way to increase visibility and communication within their organization. A SaaS platform that can provide easy document sharing and collaboration, real-time updates, and organized tracking and reporting tools could be a valuable solution.
  2. Time management: Managers in the Product department are likely to have difficulty finding a balance between managing product development and other day-to-day tasks and responsibilities. A SaaS platform that allows for automated task tracking, scheduling, and reporting can go a long way in relieving their workload.
  3. Stringent compliance requirements: The healthcare services industry is highly regulated and requires stringent compliance with multiple regulations. A SaaS platform that can ensure data privacy, provide audit trails, and scalable security measures while providing easy access to authorized personnel could be critical in reducing unnecessary errors and non-compliance issues.
  4. Resource management: Product Managers in a B2C organization often find difficulty in managing resources and personnel. A SaaS solution that allows them to define roles and responsibilities, track timelines, and handle scheduling, while providing easy access to information and resources can be a great asset.
  5. Data analysis: Product Managers in a B2C company are likely to be interested in finding ways to collect and analyze customer data to gain insight into their product and how to improve it. A SaaS platform that can integrate with their existing systems and allow for easy data aggregation and reporting could be a beneficial solution.
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Objectives & Key Results

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

  1. Understand the goals, objectives, and key performance indicators the customer is looking to address with our product
  2. Make sure the customer has a clear roadmap of the product onboarding process
  3. Identify key pain-points and areas where operations can be made more efficient
  4. Gather feedback that will help refine and customize product offerings to fit customers’ needs
  5. Analyze customer usage of product components to achieve improved visibility and collaboration
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Tactical Considerations

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

  1. Scalability and maintaining a high level of customer service amidst rapid growth
  2. Managing customer data, such as medical records, in compliance with HIPAA
  3. Motivating customer service representatives to provide excellent customer service
  4. Training new employees on product and customer service procedures
  5. Remaining competitive in a rapidly evolving healthcare services market
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Develop an understanding of their industry and the product they provide to their customers.
  2. Read their organization’s website and learn who manages their product department.
  3. Ask questions and demonstrate genuine interest in their organization’s objectives.

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