About SmartPM

SmartPM, a leader in construction project controls, empowers builders, developers, and owners with the insights they need to deliver projects on schedule and within budget. As a mission-driven company serving an industry with high complexity and high stakes, SmartPM’s Customer Success (CS) team plays a critical role in translating powerful analytics into real-world outcomes for customers.

As SmartPM continued to scale, its CS organization faced a familiar challenge in modern SaaS: How do you maintain strategic excellence while managing an ever-growing volume of customer interactions, decisions, and data?

SmartPM set out to solve this challenge by turning meeting intelligence into a true competitive advantage.

The Challenge: Scaling Strategic Insight in a High-Volume Environment

With rapid customer growth came an increase in the number and variety of customer touchpoints—implementation sessions, executive reviews, training calls, and alignment meetings across multiple stakeholders.

Each conversation carried context that was critical to driving adoption and long-term value. But valuable insight was often spread across long transcripts, email threads, CRM activities, and internal documentation. Although Read AI was already used to capture meeting notes, the team had not yet tapped into its potential to connect, structure, and surface the information that fuels strategic execution.

SmartPM’s CS leadership recognized that success required more than notes and transcripts. It required:

• A unified intelligence layer that connected meetings, communication channels, and CRM data
• The ability to extract insights instantly, not after hours of manual prep
• Consistent, scalable communication standards across a growing team
• A faster learning engine to onboard new team members and upskill existing ones
• A way to make institutional knowledge accessible, searchable, and reusable

The challenge was not operational inefficiency—it was the natural complexity that comes with scale. SmartPM needed a system that turned its growing flow of customer conversations into structured, actionable intelligence.

The Approach: Building a Searchable Knowledge Ecosystem With Read AI

The arrival of Read AI’s Search Copilot was a turning point. Instead of treating Read as a meeting recorder, SmartPM reimagined it as an integrated knowledge engine—one that connects the entire customer lifecycle.

1. Searchable Account and Stakeholder Intelligence
   CSMs can now search across an account’s entire history—meetings, Gmail threads, and HubSpot activities—in seconds. Decisions, commitments, risks, and stakeholder context are instantly retrievable, empowering the team to show up prepared and aligned.
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2. Automated and Standardized Customer Communication
   With 100% of customer meetings recorded, SmartPM leverages Read AI to automate follow-up emails and summaries. This ensures consistency in customer communication while eliminating manual administrative work.
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3. Prompt Libraries to Standardize Outputs
   SmartPM built a library of tailored prompt templates for key meeting types—implementation, training, professional services reviews, renewal touchpoints, and executive briefings. This system:
   Ensures consistent customer experience
   Reduces variance between team members
   Provides a foundation for scalable, repeatable processes
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4. Accelerated Learning and Enablement
   Weekly internal enablement sessions are recorded and automatically converted into SOPs, knowledge base content, and training materials. New hires use Read AI to self-serve answers and quickly gather context—while still validating with peers for accuracy and nuance.

Together, these changes created a connected knowledge ecosystem where insights are not just captured, but discoverable and operationalized.
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“Read AI gives us the ability to operate with precision at scale. Our team can quickly extract the insights that matter, understand customer trends, and drive higher-value conversations. It has elevated how we show up to every engagement.” — Sarah Clukey, Director of Customer Success, SmartPM

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The Impact: A More Proactive, Insight-Driven Customer Success Organization

The results of SmartPM’s expanded Read AI usage have been significant and measurable:

• 30% reduction in executive prep time
  Strategic meeting preparation that once required a full day now takes about an hour.
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• 70% reduction in post-meeting administrative time
  Follow-up work that consumed 3–6 hours per day per CSM is now fully automated.
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• Improved cross-functional alignment
  Sales, CS, and Professional Services have shared visibility into the same customer conversations and insights.
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• Faster onboarding and knowledge transfer
  New hires reach proficiency faster, supported by searchable meeting intelligence and self-serve learning pathways.
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• Higher-quality customer conversations
  CSMs now spend less time reconstructing the past and more time influencing the customer’s future.

The transformation has unlocked more strategic capacity across the entire CS organization—without adding headcount.
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“With Read AI, we spend less time managing information and more time driving outcomes. It strengthens our partnership with customers by enabling richer insight, better follow-through, and more strategic conversations.” — Sarah Clukey, Director of Customer Success, SmartPM

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Conclusion

By reframing meeting intelligence as a strategic asset, SmartPM transformed how its Customer Success team prepares, executes, and collaborates with customers. Read AI now serves as the foundation of a scalable knowledge system: one that fuels proactive engagement, operational excellence, and high-quality customer outcomes.

With stronger insight, greater consistency, and more strategic focus, SmartPM’s CS organization is positioned for continued growth and long-term customer value creation.

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