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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. Rollout of new HR technologies: Introducing new HR processes and technologies can be a time-consuming process for a larger organization. It is important to understand how the customer prioritizes and internalizes their HR tech rollouts.
  2. Communication & Collaboration: Efficient communication and collaboration within teams is a cornerstone of any successful organization. Establishing an effective workflow is key to reducing redundancies and improving team performance.
  3. Visibility: Building transparent systems to track and measure performance is critical for a customer to understand their progress and where they have room to grow and optimize.
  4. Metrics & KPIs: Setting up and tracking clear goals and outcomes is essential to assess the impact of their actions and hold those responsible accountable.
  5. Workplace Wellbeing: While team productivity is important for any business, fostering a positive workplace environment that looks after the wellbeing of the employees is essential to the longevity of the organization.
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Objectives & Key Results

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

  1. Determine customer usage to identify areas of improvement and opportunities for increased success.
  2. Discuss customer’s current objectives and goals, and create a plan to achieve them.
  3. Help customer define roles, responsibilities, and team structures for optimizing product use.
  4. Collaborate with customer to measure and track progress of strategies within their organization.
  5. Identify best practices for product utilization and provide onboarding and training resources as needed.
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Tactical Considerations

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

  1. Strategic considerations: Developing data-driven strategies for improved performance, defining customer success strategies, driving adoption and usage of software within the organization, accelerating innovation, and exploring market opportunities.
  2. Tactical considerations: Streamlining administrative processes, optimizing operational performance, leveraging technology for customer service, applying automation for task management, and boosting workforce productivity.
  3. Identifying and capitalizing on new sales growth opportunities.
  4. Ensuring successful onboarding and adoption of new users.
  5. Continually improving user engagement and experience.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer’s company and industry before the call. Identify key trends and news for the customer’s market and be familiar with current events and challenges.
  2. Identify potential pain points they’re having in the use of the product or in their process. Let the customer know that you understand their challenges.
  3. Share stories of success or challenges that you have seen similar customers tackle and overcome. This will help provide much-needed context from a reliable expert.

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