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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. Improving the overall customer experience by having visibility into and control over how customer data is being used and shared.
  2. Maximizing collaboration within their organization by utilizing technology to ease communication and streamline processes.
  3. Reducing operational costs by utilizing automated systems to increase efficiency and accountability.
  4. Increasing compliance by complying with regulations, standards, policies, and protocols.
  5. Optimizing security by investing in tools and strategies to protect data and ensure access control.
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Objectives & Key Results

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

  1. Identify key areas that can be improved upon with the company’s current technology infrastructure.
  2. Develop a timeline of the customer’s mission-critical projects and optimize their resources.
  3. Establish performance metrics, track usage and usage trends with their current software.
  4. Understand the customer’s KPIs and develop customized solutions tailored to their needs.
  5. Help the customer to reduce the resources they are spending on incorporating new technology.
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Tactical Considerations

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

  1. Increasing efficiency: Ensuring that communication between departments and customers runs smoothly, efficiently and without error.
  2. Increasing visibility: Ensuring that teams have visibility into up-to-date customer information, especially in the sales process.
  3. Improving collaboration: Making sure everyone is connected and communicating in a manner that is streamlined and highly efficient.
  4. Reducing costs: Controlling costs associated with processes and ensuring that teams are working together to minimize labor costs and maximize productivity.
  5. Optimizing customer experience: Meeting and exceeding customer expectations with timely response times and solutions.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Ask them how they are doing. Take the time to get to know the C-Level point of contact on a more personal level. Find out what their goals and objectives are for the company, and what drives them as an executive.
  2. Find out what their pain points are and how their organization is currently managing their productivity, collaboration, and visibility efforts. Ask questions to gain an understanding of the present challenges they're currently facing.
  3. Finally, make sure to express the value of the solutions that your company offers that will address their current challenges and how your team can help them succeed.

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