Item: ClickUp
Rating: 9
Author: Verified User

Overall Satisfaction with ClickUp

Use Cases and Deployment Scope

ClickUp is particularly helpful for our investor relations and private client teams in tracking and managing outlier requests for our operations team. Specifically, when we have edge cases that need further investigation, Clickup offers a simple way to create a card and track the status within the queue of other requests that sit with our operations team, which otherwise might be lost with other day-to-day tasks.

Pros and Cons

Pros

Customizable task management ticket queues.
Real time collaboration and communication (with email notifications).
Workflow Automations.

Cons

Interface can sometimes be confusing with so many tabs and feature overload.

Return on Investment

Significantly increased productivity to ensure we aren't duplicating efforts across the team—many hours are saved per week.
Reduced operational costs; specifically, we don't need as many team members looking into issues anymore.

Collaboration

When our investor relations team needs to collaborate with the operations team to resolve a unique client request, ClickUp provides a shared workspace where both teams can track tasks, share updates, and monitor progress. This has streamlined project workflows, reduced miscommunication and oversight, and kept everyone aligned on deadlines and priorities, with measurables to track afterward.

All-in-One Productivity Platform

ClickUp has made it easy to manage our productivity by consolidating multiple tools, eliminating spreadsheets, automating repetitive tasks, and integrating with our existing tech stack. We now manage task assignments, communication, and project tracking in one platform. Automation has saved hours weekly, and integrations keep our workflows smooth, eliminating the need for many Google Sheets.

Alternatives Considered

Nuclino

We already pay for Nuclino and use it as a knowledge management and team collaboration tool. It's a great tool for employees to find information about the company internally; however, it’s not equipped to handle projects, tasks, and requests like ClickUp. This is crucial to our operations and investor relations teams as our requests involve various workflows and cross-departmental oversight.

Key Insights

Do you think ClickUp delivers good value for the price?

Not sure

Are you happy with ClickUp's feature set?

Yes

Did ClickUp live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ClickUp go as expected?

I wasn't involved with the implementation phase

Would you buy ClickUp again?

Yes

Other Software Used

Groove, a Clari company, Aircall, Plaid

Likelihood to Recommend

ClickUp helps us create a task, assign team members, and track progress with deadlines to ensure nothing falls through the cracks. For instance, if there is a delayed distribution for some reason, it is likely that more than one investor will be impacted, so we can easily create one ticket and add teams/followers to tickets so that we don't duplicate efforts.

ClickUp Feature Ratings

Using ClickUp

Users and Roles

20 - Across our organization, a select few/all members in the following teams use Clickup: investor relations (customer service), Private Client, operations, marketing, product and investment teams. Each uses ClickUp in different capacities, and sometimes, we use it for tracking purposes should we need to reference a particular action item in the future.

Support Headcount Required

2 - We have two people helping with partner integrations and the technical side, but not necessarily anyone dedicated to supporting ClickUp on an ongoing basis. These two team members have a mix of technical, organizational, and project management skills. They have their hands in every department because they must grasp capacity across teams.

Business Processes Supported

Tracking One-off Client Requests (account transfers, stuck payments).
Cross Department Project Management.
Tracking timing and delivery of investment updates/payments.

Innovative Uses

Ticket submission Queues.
Educational resources.

Future Planned Uses

Workflow automations to trigger emails to investors.
Client onboarding playbooks

Likelihood to Renew

I would rate our likelihood of renewing ClickUp to be high, and I gave it a 9 because it has been a tool almost every team uses on a daily basis. It has helped us move away from Slack and one-off messages so that everyone in the organization has visibility into certain areas of the business. I do know our teams like the flexibility and customization options ClickUp offers.

Evaluating ClickUp and Competitors

Products Replaced

Not Sure

Key Differentiators

Scalability

The single most important factor in our decision to purchase ClickUp, at least in my view, was scalability. As our organization grows, workflows become more complex, and teammates come and go, it is imperative that we have a platform that tracks all the work being done, especially as we grow through acquisition and onboard many teammates at once.

Evaluation Lessons Learned

If we had to do it again, in our evaluation and selection process, we may have spent more time educating all teams about the features ClickUp offers and how they could apply to our business. While I am sure we tested ClickUp's basic features and integrations, we didn't necessarily set it up in a way that is conducive to our specific business.

ClickUp Implementation

Implementation Rating

Implementation Details / Implementation Partner

Don't know

Change Management Lessons

Not sure - The main lesson regarding Change management that we learned was the importance of involving stakeholders across the organization early in the implementation process so that everyone knows how we can all leverage the tool. Additionally, being open to feedback and changing how we use ClickUp has resulted in a more organized and effective platform for our organization.

Implementation Issues

Not sure
Not sure

ClickUp Support

Support Rating

So far, so good! I would give it a ten because there have not been any issues or delays in getting our questions answered. The support team has been knowledgeable in addressing our questions and issues. They have also offered to connect anytime should any issues arise again.

ClickUp Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

No we did not purchase premium support for our organization because we did not (and do not) see it as necessary. The standard support channel provided by ClickUp has been sufficient for what we need. We have received timely responses and resolutions to our any issues we are facing without additional premium services.

Exceptional Examples of ClickUp Support

ClickUp provided us with great support during our initial onboarding phase. The support team was incredibly responsive and quickly took the initiative to get us on a call and sort out any issues. They took the time to understand our needs with good questions and offered suggestions based on our answers.

Using ClickUp

Usability

I gave the usability rating for ClickUp a 7 because we have found that the initial learning curve, specifically for non-technical people, can be steep. Some features can feel overwhelming at first, and it takes some time to find certain folders, questions, etc. This is mainly due to the large repository we've built up and the fact that the search function is not always working as intended.