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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. Getting internal stakeholders on board with the Implementation process.
  2. Automation of manual processes to help increase employee efficiency.
  3. Increasing visibility between team members and departments to help streamline communication.
  4. Ensuring compliance with regulatory and other security requirements.
  5. Reducing operational costs.
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Objectives & Key Results

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

  1. Understand the technical scope in which the customer is looking to require. What obstacle/limitations will the team have to work around?
  2. Gather a full understanding of the customer’s current environment. What processes and systems are already in place?
  3. Review the specific objectives the customer wants to improve. In what way do they want to increase productivity, collaboration, and visibility?
  4. Understand the customer’s timeline for implementation. What is the timeline and budget for each step? Are there any major stakeholders that need to be involved?
  5. Review the customer’s strategic objectives for the year. How will the implementation of the solution help the customer accomplish these goals?
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Tactical Considerations

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

  1. Attracting new customers, retaining current customers and building customer loyalty.
  2. Remaining competitive in a rapidly changing market.
  3. Scaling services in a cost-effective manner.
  4. Incorporating digital processes and platforms for the customer experience.
  5. Implementing secure yet fast systems for data collection, storage, and analysis.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and become familiar with their specific needs and objectives. This demonstrates you are knowledgeable about their business and industry.
  2. Be personable. Ask questions about the customer’s role within the organization, what they hope to get out of the collaboration, and open ended follow up questions that demonstrate your interest in their success.
  3. Let your customer lead the conversation. Provide your insights and expertise but also inform them that you are there to answer questions and determine how you and the company can meet the customer’s goals and pain points.

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