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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. Improving the onboarding process: Our customer is likely focused on onboarding new customers quickly and efficiently. This includes looking at ways to streamline the onboarding process, such as modernizing existing systems, introducing automation, and advocating for change at the management level.
  2. Increasing collaboration: Making sure customers can connect with colleagues effectively will be an important priority. This may involve looking at ways of introducing new technologies, optimizing workflow, and providing custom development.
  3. Improving customer service: Streamlining communication between customers and the company is key. This could involve taking steps to enhance customer service, such as introducing new digital customer service processes, utilizing on-demand customer service technologies, and training customer support team members.
  4. Optimizing processes and workflows: Examining existing processes and workflows and understanding where wasted time and energy are occurring will be a valuable goal. This may involve looking at opportunities for greater automation, developing bespoke solutions, and introducing new processes.
  5. Providing clear visibility: Ensuring that data is easily accessible and can be tracked to measure results will be a priority. This may involve creating reports, incorporating real-time analytics, and providing more transparency to the customer.
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Objectives & Key Results

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

  1. Gain an understanding of the customer’s current workflow and processes to identify where productivity, visibility, and collaboration can be improved.
  2. Understand the customer’s business goals and objectives to outline how to leverage our solution to increase productivity, visibility, and collaboration.
  3. Evaluate software needs to make sure we can provide a solution that meets their requirements that is cost effective for the customer.
  4. Discuss best practices and use cases that have been successful with similar customers in their industry.
  5. Provide a tailored onboarding process for the customer that is designed to ensure success with our solution.
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Tactical Considerations

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

  1. Providing seamless onboarding for new and existing employees.
  2. Designing complex and powerful workflows to streamline tasks and automation.
  3. Scaling and leveraging existing systems and technology solutions for growth.
  4. Integrating diverse communication platforms for effective collaboration.
  5. Maintaining the security and data privacy of employee and student records.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer’s background including the company, product offerings, challenges, and recent news. Understand their goals and expectations of the SaaS product.
  2. Ask open-ended questions to learn more about their current operations, processes, and team structure.
  3. Be transparent and honest about your company’s capabilities and your role in helping them achieve success.

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