About Fulcrum
Fulcrum is cloud manufacturing software that replaces legacy ERP, MRP, and MES systems for small and mid-sized manufacturers, connecting quoting, scheduling, job tracking, inventory, and more in one platform. Unlike most ERP vendors, Fulcrum runs its own in-house launch team to implement and support customers directly.
Joe Lewis is the Director of Launch at Fulcrum, where his team runs effective customer implementations. He shared how Vitally AI helps his team capture every detail from customer calls, walk into every conversation prepared, and send faster follow-ups — without relying on manual note-taking.
Customer Success Challenges
Before Vitally, Fulcrum's launch team captured customer details by hand during fast-moving implementation calls. Joe found that taking notes and staying fully engaged in a nuanced conversation didn't mix — and his role depends on both. That left a set of recurring problems:
- Note-taking pulled attention away from nuanced, high-stakes customer conversations
- Important details lived in manual notes that were easy to miss and hard to find later
- Recalling what a customer said meant scrolling back through notes mid-conversation
- A fast-growing, highly varied customer base made switching context between accounts harder
“It was a level of chaos and the anxiety of thinking, ‘Did I capture that in my notes?’ Now thinking back to that, the difference is night and day.”
Joe Lewis
Director of Launch, Fulcrum
Why Fulcrum Chose Vitally
Fulcrum's launch team already ran its daily work inside Vitally, its Customer Success Platform (CSP), so leaning into Vitally AI was a natural next step. A few things stood out:
- It lived where the work already happened: The team was already managing Health Scores, Notes, and Projects in Vitally, so adding AI on top meant no new tool to learn.
- It brought the pieces together: Call recordings and transcripts fed straight into AI-generated summaries, suggested follow-ups, and tasks tied to the meeting they came from.
- It kept context intact: Connecting to the meeting record meant details carried forward from one call to the next instead of getting lost.
“Vitally AI was the perfect solution to bring it all together and make sure there was no context being lost along the way.”
Joe Lewis
Director of Launch, Fulcrum
How Fulcrum Uses Vitally AI
Vitally AI shows up across Joe's day — before calls, during calls, and after them. It weaves seamlessly into the busy schedule of a Customer Success professional, which has been critical to Joe’s team’s success.
Capturing Every Detail, Without Splitting Focus
With calls recorded and transcribed natively in Vitally using the AI Meeting Recorder, Joe can stay present in the conversation and trust the AI to capture the specifics.
Vitally’s built-in call recorder automatically records and transcribes customer calls, so nothing rides on real-time note-taking. It holds onto the small, nuanced details that shape each implementation, and captures where a discussion actually landed, even after several iterations on one call.
“I was actually surprised at how detailed it was. There are so many situations where I'm on a call with a customer and we're workshopping an idea together, and we go through so many iterations of that same thing on the call. Vitally AI is able to pinpoint exactly where we landed on the call with the customer.”
Joe Lewis
Director of Launch, Fulcrum
Walking Into Every Call Prepared
Before any customer call, Joe runs AI Summaries to resurface what matters for that specific customer.
With custom-built prompts, Vitally’s AI Summaries surface the top priorities and open items from the last conversation, flags who needs to be in the room and what to cover, and finally pulls together the context behind a churn risk before an escalated call.
“I can use it to understand what is the top priority for this customer going into this call, who are the main people I need to discuss these topics with for this specific customer, why is this customer a churn risk, what are the details that led up to that point?”
Joe Lewis
Director of Launch, Fulcrum
Faster, More Detailed Follow-Ups
After a call, Joe uses AI Copilot to generate follow-up emails and action items straight from the meeting — on his own schedule, not in a rush the moment the call ends.
Within seconds, AI Copilot turns each meeting into a detailed follow-up the customer can act on, spells out action items for both sides to keep everyone accountable, and sends same-day follow-ups without losing any detail.
“The detailed follow-ups that I'm able to do now with Vitally AI are really a game-changer.”
Joe Lewis
Director of Launch, Fulcrum
The Result? Faster Launches and Cleaner Handoffs
The payoff shows up in how fast customers can move and how well knowledge travels across Fulcrum's teams:
- Customers get the details they need sooner, so implementations keep moving between calls
- Joe can switch between very different accounts without dropping context
- The team trusts every important detail is captured, rather than relying on memory
- Account management inherits the full launch history at handoff and picks up where the launch team left off
“Using Vitally AI and the follow-ups that I can generate from our meetings has allowed my customers to move faster. They know exactly what they need to accomplish going into our next call so that we can be more efficient in moving that project forward.”
Joe Lewis
Director of Launch, Fulcrum
Takeaways for CS Leaders
For teams running high-touch, detail-heavy implementations, Joe's experience points to a few transferable lessons:
- Free your team from manual note-taking so they can stay engaged in the conversation
- Keep AI inside the platform your team already works in, tied to the rest of your customer data
- Use Vitally AI to standardize call prep & follow-up and make customer handoffs cleaner
“The overall sentiment around using Vitally AI is that there's a level of trust that we're going to have all of the important details that go into a customer launch and make a customer successful with Fulcrum, without having to rely on our own ability to capture those details.”
Joe Lewis
Director of Launch, Fulcrum
