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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. Ensuring operational and freight efficiencies will be highly important. This may involve system automation, improved accuracy, and reduced customer wait times.
  2. Monitor financial performance, identify trends, and analyze business performance to identify inefficiencies and target areas for optimization.
  3. Use new technologies and trends to ensure a superior level of customer experience throughout the entire shipping process.
  4. Implement strategies to ensure compliance with quality assurance and safety protocols.
  5. Develop streamlined processes for the effective management and tracking of shipments.
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Objectives & Key Results

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

  1. Understand what objectives the Manager has for their Sales team– are they looking to increase visibility and team collaboration? Are more data-driven insights needed to inform important decisions?
  2. Determine what size of team they currently have and how the platform could accommodate any potential growth.
  3. Identify existing processes or technology they are already using that could be streamlined or improved.
  4. Educate the customer on the features and benefits of the platform, and how it could increase ease and efficiency with team communication and collaboration.
  5. Gather feedback from the customer after discussing their current problem and expected outcome, as well as identifying the team’s goals for the next 3-6 months.
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Tactical Considerations

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

  1. Customer needs to find a way to reduce operational costs while maintaining customer satisfaction.
  2. Customer needs to ensure clear communication and collaboration between staff to maximize productivity.
  3. Customer needs to build and maintain relationships with vendors and customers to stay competitive.
  4. Customer needs to stay current on any local, state, and federal regulations that relate to their industry.
  5. Customer needs to create the best strategies for marketing their services and products to potential customers.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take time to introduce yourself and ask about them - including their title, what they do within the company, and what their goals and needs are.
  2. Express empathy - to understand their challenges, what's working, and what isn't. Have an interest in what they're trying to achieve and how your solution can help them.
  3. Be open and offer a listening ear - this sets the tone for further discussions. Ask open-ended questions that invite further explanation, to get a better understanding of their core needs.

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