How Bell Direct Boosted Operational Efficiency by 20% with ClickUp’s Super Agents

As Bell Direct scaled, it became clear that the operations team needed to review their tool set. The team was managing more than 800 emails each day—covering client issues, service requests, and new client onboarding—all of which needed to be reviewed, categorised, and routed to the right person for resolution.

A range of tools had emerged to support this work. Microsoft Outlook, shared drives, chat platforms, an internal CRM and—yes—spreadsheets had been sufficient to maintain high client satisfaction for over 10 years. But as volumes increased, this organic growth highlighted a degree of tool sprawl, with work and information distributed across multiple systems.

To reduce complexity while continuing to deliver strong client outcomes, Bell Direct set out to evaluate best-of-breed solutions that could improve efficiency and visibility.

After an extensive search and analysis program, Bell Direct chose ClickUp as its operations command center—the one place where work management and documentation converged.

First, they consolidated everything. All procedure documents now live in ClickUp Docs, meaning staff can instantly find answers to process questions and common client queries without the "hey, quick question" Slack spiral.

Teams use ClickUp Brain to sharpen their writing and communicate with clients more effectively. And because everything lives in ClickUp's converged AI workspace, the endless tool-switching and integration nightmares? Gone.

Jonathan explains, “Adoption picked up when it became clear that AI was a supporting tool for human workers to make judgment calls.”

An AI Agent that’s actually on the team

Here's where things get more interesting.

Bell Direct deployed ClickUp AI Agents and AI-powered Custom Fields—and the results were immediate.

Now, every incoming client email becomes a task in the triaging queue. The Super Agent—affectionately named "Delegator" by the team—scans each of those 800+ daily emails, assesses urgency, and automatically classifies tasks by priority, client, and brand.

AI fields detect specific keywords, so urgent requests shoot straight to the top of the queue. No human intervention needed.

The Delegator routes each task to the right team and expert in real time. No delays, no mistakes, no manual work.

“The AI Agent has become part of the team,” Jonathan shares. “Previously, we needed two full-time employees just to triage and assign tasks. Now, the AI Agent does it all, instantly and accurately.”

Bell Direct credits ClickUp’s professional services team for their smooth AI journey. “If I had to rate the support, I’d give it six stars out of five. The team has been incredibly helpful in helping us visualise and achieve our goals with AI,” Jonathan says.

Here’s what changed:

2 FTEs’ capacity freed up: The AI Agent handles the triaging and assignment work previously managed by two full-time staff, who can now focus on higher-order work

20% efficiency boost: Early AI adoption drove a measurable 20% increase in operational efficiency across the entire team

800+ emails triaged in real-time: Urgent requests prioritized and routed in seconds, not hours

Improved oversight: ClickUp Dashboards give instant visibility into team capacity and task progress, making decision-making faster and smarter

Bell Direct isn't stopping here. They're already developing new AI Agent use cases—document reading agents, OCR agents to extract data from multiple forms—aiming to automate even more across operations.

“The potential to scale is tremendous, and we’re just getting started,” says Jonathan.

The best part? You don't need to be a tech genius to make it happen.