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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. Time Management – Dealing with the amount of work they must get through in insignificant amount of time due to the many requests for help from employees.
  2. Logistical tasks – Everything from scheduling meetings, tracking clients, resource allocation.
  3. Visibility – Allocating tasks to the correct personnel, having comprehensive view of departmental organization.
  4. Analytics & Measurement – Gathering and interpreting data, finding areas of improvement that benefit the organization.
  5. Leadership Challenges – Making tangible plans to improve output, issuing clear instructions and monitoring progress.
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Objectives & Key Results

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

  1. Understand customer's current workflow and processes, and look for opportunities to improve efficiencies and effectiveness.
  2. Determine how customer's resources are used and allocated, and identify areas for cost savings and increased productivity.
  3. Evaluate customer's current organizational structure and suggest changes that will increase collaboration and visibility across the company.
  4. Develop an understanding of which target audience(s) the customer is trying to reach and recommend an effective message or content for that audience.
  5. Identify which tools the customer is current leveraging and suggest additional options that could streamline current processes and accelerate results.
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Tactical Considerations

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

  1. Understanding how to prioritize tasks and managing team resources efficiently
  2. Finding ways to streamline workflows between departments and teams
  3. Identifying process automation opportunities
  4. Increasing customer satisfaction with efficient customer service
  5. Developing a customer focused product strategy to stay competitive
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your homework. Research the customer’s company and read up on the software tools they offer. Try to have a general understanding of what specific needs they may have and what solutions could help them achieve their goals.
  2. Take the time to understand your customer’s workflow and processes. You don't need to be an expert but your conversation will flow much smoother if you understand how software could be integrated into their existing operations.
  3. Be prepared and confident to discuss your product, its functionalities and its integration with existing tools. Exhibiting knowledge and confidence in your product can create an immediate connection with your customer.

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