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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. Increase organization and visibility with an automated workflow system
  2. Improve communication between departments within the company
  3. Streamline processes by consolidating software solutions used internally
  4. Enhance customer experience by increasing efficiency and accuracy
  5. Implement reporting analytics to provide insights into performance
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Objectives & Key Results

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

  1. Increase visibility of data within the organization - define key performance indicators and metrics for tracking success.
  2. Enhance collaboration between teams - set up real-time and automated communication channels within the organization.
  3. Increase productivity - identify task automation and streamlined workflow opportunities.
  4. Ensure data accuracy - suggest methods for verifying data integrity.
  5. Streamline customer experience - explore opportunities to reduce customer onboarding time and improve customer satisfaction.
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Tactical Considerations

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

  1. Time management: juggling multiple projects, deadlines, and teams.
  2. Digital visibility: ensuring the customer’s data can be seen and accessed across the organization.
  3. Remote working: ensuring employees can stay in-sync and productive when working remote and/or from different locations.
  4. Compliance: managing processes and data movement to adhere to regulatory standards.
  5. Data security: safeguarding customer data, and ensuring the security of digital resources.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do research on the organization and the industry. Find out how their specific industry works and study up a bit on the customer's organization. This will show you’ve taken the time to understand their business and can help bring up useful insights during our conversation.
  2. Ask relevant questions about their industry and the customer’s business. Ask how their organization is using their current software and take notes on the customer's needs. Keep an open mind during the conversation, be willing to build a trusting relationship, and show the customer that you are invested in helping them.
  3. Make sure to greet the customer warmly and express interest in getting to know their project better. Establishing trust is an important step before discussing solutions and finding a better way forward.

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