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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. Potential challenges with adapting to new processes and systems in a large organization.
  2. Data governance and security, including compliance with regulatory standards.
  3. Balancing customer expectations while maintaining internal efficiency.
  4. Maximizing utilization and visibility of existing resources.
  5. Organizational restructuring and improved communication between departments in order to improve collaboration.
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Objectives & Key Results

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

  1. Evaluate the current methods and processes used by the customer's organization to detect any opportunities for improvement.
  2. Map out current systems and processes to understand how they interact with each other to identify any redundancies.
  3. Identify areas where implementation efforts could be enhanced, focusing on cost and resource savings.
  4. Develop and implement a process to proactively monitor usage and detect and resolve any impediments to usage.
  5. Identify any training or support resources needed to ensure smooth onboarding.
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Tactical Considerations

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

  1. Ensuring the correct processes are in place for a successful onboarding of new customers.
  2. Continuous monitoring and optimization of their existing products and services.
  3. Managing customer relationships with regular customer touchpoints.
  4. Establishing systems to ensure the continuous efficiency of the department.
  5. Leveraging data and analytics to drive effective implementation strategies.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do some research on the company and their service offering. Find out what their market is, what they specialize in, and where they anticipate growth in the future. Ask questions on the call regarding any specific challenges they may have encountered in their industry.
  2. Be friendly and personable. Ask about their plans for the upcoming quarter and how the company plans to reach their goals. Express interest in their success and the success of their team.
  3. Make sure to introduce yourself and your role within the company. Explain how you can provide value to their implementation department and be sure to ask them to explain anything they don't understand. Show your customer that you are eager to help and willing to go the extra mile.

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