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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. Making sure the team is well-equipped with the necessary software, hardware and resources to effectively carry out their implementation tasks.
  2. Developing efficient and transparent processes within the team.
  3. Establishing an organized communication system throughout the implementations process.
  4. Facilitating meaningful collaborations to maximize productivity and time efficiency.
  5. Monitoring implementation results to ensure accurate and timely project delivery.
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Objectives & Key Results

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

  1. Understand the current workflow of the customer and identify areas of process improvement.
  2. Develop a timeline of deployment and training of the software to ensure successful implementation.
  3. Analyze user adoption rates and customer engagement to ensure a successful onboarding process.
  4. Develop a plan of action to address customer complaints and ensure needed support.
  5. Identify key metrics to track progress in using the software to increase collaboration, productivity, and visibility within the organization.
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Tactical Considerations

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

  1. Reducing complexity and streamlining HR processes.
  2. Maximizing scalability and agility to meet customer demands.
  3. Establishing the ability to measure key performance indicators.
  4. Improving collaboration across teams, departments, and offices.
  5. Reducing manual paperwork and implementation processes.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer and their industry. Understand the client’s services and the environment the company works in.
  2. Learn about their goals and objectives. Find out what the customer wants to achieve from the relationship.
  3. Listen attentively to the customer’s needs during the call. Use active listening skills to actively engage and ensure the customer feels heard.

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