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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. Establish visibility across the organization: With employees spread out across departments, as well as remotely, it’s important to be able to see who is working on which projects and when they will be completed.
  2. Increase communication and collaboration: Clear communication and collaboration across teams will ensure tasks remain on track and everyone remains informed.
  3. Streamline their processes: Making sure their processes are consistent and streamlined will help ensure that everyone is on the same page and their tasks are completed efficiently.
  4. Optimize the utilization of resources: Make sure their resources are being used properly and to their full potential.
  5. Improve data security practices: As a B2B company they need to ensure that their data is secure and protected.
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Objectives & Key Results

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

  1. Get a better understanding of their current processes and technology solutions, and identify areas where our solution would help meet their goals
  2. Design processes that embrace our solution, and foster collaboration across teams
  3. Help them increase visibility and transparency across their business
  4. Achieve higher customer service ratings and service speed targets
  5. Help them identify new opportunities to leverage technology to grow their business
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Tactical Considerations

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

  1. Building visibility for institutional stakeholders and alumni
  2. Tracking KPI's and ROI related to any sales, marketing, and outreach activities
  3. Unifying communications channels, including both internal and external
  4. Prioritizing tasks, tracking progress, and managing resources efficiently
  5. Reducing the time and effort spent on manual data entry tasks
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. When beginning the call, take time to start out with some polite conversation and light questions to show your interest in the customer. Ask questions like “What made you decide to choose our product?” or “How has the implementation process been so far?”.
  2. Be knowledgeable about their industry. Do some research beforehand so that you can discuss topics in a knowledgeable way and tailor your interpretation of the product to their industry.
  3. Listen. Make sure you understand the customer's needs and pain points before suggesting any solutions. Asking guided questions also helps show that you’re taking the time to understand their unique situation.

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