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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 visibility to their stakeholders to ensure efficient communication and tracking of progress & outcomes.
  2. Increase the efficiency of their service delivery operations with effective tracking of assets and data.
  3. Strengthen their relationships with their customers by providing up to date information and better understanding of project progress and changes.
  4. Enhancing customer experience and customer service through faster response times & better problem-solving techniques.
  5. Introducing automation where possible to reduce time spent on administrative tasks to be able to focus on higher level, strategic goals.
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Objectives & Key Results

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

  1. Understand the current state of the customer’s organization, including pain-points, use-cases, and key players.
  2. Identify potential areas of improvement to increase productivity and collaboration.
  3. Scale use cases across customer departments for better visibility into performance and effectiveness.
  4. Define objectives and key results to measure return on investment (ROI) or success of the implementation.
  5. Advise on best SaaS practises to ensure organisations meet their goals effectively.
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Tactical Considerations

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

  1. Effectively managing and tracking transportation orders and invoices.
  2. Making sure their resources, equipment, personnel, and processes are able to remain agile and scalable.
  3. Increasing brand awareness and expanding their customer base.
  4. Securely storing and transferring customer and employee data.
  5. Prioritizing customer support in an efficient and timely manner.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. I should educate myself about the customers service offerings, the moving, storage, freight and logistics services industry, their business goals and the problems they are trying to solve.
  2. I should ask open-ended questions to allow them to talk and make sure I’m making the conversation as personalized as possible.
  3. I should build trust with the VP-Level customer by stressing the value our product provides and backup our product through industry and customer case studies.

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