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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. Reliable Customer Service & Support: They likely need support when they have questions or technical issues and need to be able to rely on smooth resolution of any issues in both the pre- and post-sale stages.
  2. Simplicity & Ease of Use: The system needs to be easy to use, so they can quickly and intuitively onboard new staff into using the system and easily find the information/data they need.
  3. Integrations & Customization: The ability to integrate with existing data sources and customize the system to further meet the specific needs of the organization.
  4. Data Security & Privacy: Assurance that the data they enter into the system is secure and their privacy is protected.
  5. Cost Efficiency & ROI: They may need to analyze the cost/benefits of using the system and be able to justify the expenditure to their management.
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Objectives & Key Results

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

  1. Identify the user interface challenges that need to be addressed in order to increase productivity, collaboration, and visibility.
  2. Develop a greater understanding of user adoption rates for the company's B2B product, with a focus on the unique features and benefits for users in the Education industry.
  3. Identify any specific customer technical support requirements, with a focus on user education and awareness.
  4. Evaluate the company’s current infrastructure to ensure it is up to date with the current trends in the Education industry.
  5. Test out products to ensure that they are working correctly and evaluate their success.
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Tactical Considerations

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

  1. Strategic: Ensuring data accuracy to comply with state and federal regulations as well as staying ahead of parent/student expectations.
  2. Tactical: Optimizing daily school operations associated with attendance, transport, meal planning, class scheduling, and more.
  3. Tactical: Increasing visibility into student interactions and performance so that school stakeholders can make informed decisions.
  4. Tactical: Optimizing school resources by leveraging existing investments in HR, tech, and communication tools.
  5. Strategic: Enhancing the learning experience to ensure successful student outcomes.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Ask questions about their goals and the challenges they face and what success looks like so that you can better tailor the solution to their needs.
  2. Share your own experiences as a customer success manager to build trust and Click rapport while making sure the customer is comfortable with the call.
  3. Include relevant data from their peers or applicable solutions from your company or other companies.

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