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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. Engage stakeholders and provide comprehensive and up-to-date solutions to individual needs.
  2. Implement efficient processes to increase operational performance and optimize user experience.
  3. Provide timely and comprehensive customer service.
  4. Prioritize scalability while navigating cost concerns.
  5. Ensure adequate user training and ongoing support.
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Objectives & Key Results

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

  1. Establish a clear timeline and scope of the overall implementation process.
  2. Understand the customer's priorities and objectives for increasing efficiency and operational viability.
  3. Project manage the implementation to ensure customer requirements are met in a timely manner.
  4. Train customer stakeholders on how to best leverage the system to achieve their desired objectives.
  5. Continually assess and monitor customer progress during the implementation and beyond.
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Tactical Considerations

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

  1. Ensuring compliance with federal and/or state regulations that their organization must abide by.
  2. Increasing efficiency of internal processes and procedures.
  3. Maintaining secure networks and protecting the organization’s data.
  4. Improving collaboration between departments and teams.
  5. Enhancing visibility into performance metrics, data analysis, and reporting for senior leadership.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Review your customer's website and familiarize yourself with their products and services.
  2. Research their industry and identify any common challenges and opportunities with similar organizations.
  3. Look up their key team members on LinkedIn or other social networks and review their past experience.

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