Behind the land-rights work: Redeem’s ClickUp Certified Agents in action

The Challenge

Work in one place, data in another

Redeem has used ClickUp from the start, at first mostly as a task manager: a folder for each client and a task template for each role, so team leads could see where every case stood. Without it, keeping up with each client's status, completed work, and next steps would take at least a full day every month.

Program data was a different story. Social workers and attorneys filled out paper forms that were filed in a cabinet or scanned to Google Drive, and pulling numbers back out was nearly impossible. "That data is hard to access," Amy says. "It was hard to get that data out."

As Redeem grew past 130 staff, Amy and Jessica kept coming back to one question: how do you get the work and the data to live together?

The Solution

Certified agents, built around Redeem's casework

Redeem was seriously considering switching systems. But ClickUp trainings had shown Amy that "there's a lot ClickUp can do that we are not taking advantage of," so before making a move, she set out to see whether ClickUp could do what Redeem needed. Redeem upgraded its ClickUp plan and brought in ClickUp Certified Agents: Super Agents built by Jenna Smith, a ClickUp consultant who still maintains them today. Together, Amy, Jessica, and Jenna rebuilt the workspace from the ground up.

Amy RudyDirector of Administration, Redeem International

“We knew what we needed, but building it was complex. With ClickUp Certified Agents, our consultant built solutions I never would have come up with myself. Within four months, everyone was working in the new system.”

Agents that handle what people forget

A client’s case involves more than one form or one person. Social workers record how they’re doing. Attorneys document what happened in court. Each update needs to find its way back to the person Redeem is helping.

ClickUp Certified Agents handle those connections. Client ID Generator assigns each new client a unique ID, and Link Forms uses it to attach submitted forms to the right client or legal case.

Amy RudyDirector of Administration, Redeem International

When we reject a client, someone still has to refer them to help, and that’s an easy one to forget when you’re bogged down. In the workspace our ClickUp Certified Agents consultant built, marking them rejected automatically creates that task. It’s a task that just can’t be ignored, and now it isn’t.

From intake to court, every update in one place.

Every client's journey in ClickUp starts with a referral form. From there, each role adds to the same record: investigators log case intake and investigation reports, attorneys file a proceeding report after every court session and a case conclusion report at the end, and social workers document every client meeting. Community liaisons track village events held after an arrest or a case closing. Three to six months after services end, data officers run a client exit survey to see how clients are doing and whether they felt supported.

Anyone can now see in real time what's finished and what's in progress, with every form and document attached.

Amy RudyDirector of Administration, Redeem International

"Our old dashboard counted maybe four KPIs; casework admins hand-tallied the rest every quarter into a spreadsheet. Now ClickUp Dashboards count about 30 automatically, and every role, from investigators to social workers, sees its own numbers day to day instead of waiting for a count."

Justice partners now ask Redeem for the numbers

Redeem completes a law enforcement assessment and a prosecutor assessment on its cases, evaluating how the partnership with investigating officers and state prosecutors is working. Both the Uganda Police Force and the Directorate of Public Prosecutions asked for that data, so Redeem now shares it with them directly. Police also wanted specifics. Because investigators track each individual through a perpetrator information form, Redeem can give police a clear record of every arrest and charge in the cases they've worked on together.

The Impact

The unglamorous work that makes everything else possible

Amy RudyDirector of Administration, Redeem International

"Six months after the rebuild, we surveyed our staff: 93% said ClickUp made their job easier, and 73 of 75 said the forms save them time. And that's while we've been working harder and longer in ClickUp than ever, migrating all our old data. Once that's done, it only gets easier."

Migrating nearly a thousand legacy clients has turned up gaps in older records, like missing dates. Required fields on the new forms mean those gaps shouldn't happen again.

For Amy, the real measure goes beyond the survey. A casework admin recently asked her whether all the work in ClickUp actually matters, when investigators are out with police, social workers are with clients, and attorneys are in court. Her answer: "those aren't possible without this." Every update, form, and task feeds the data that shows donors Redeem's work is real. "We want to be fully confident that what we share with donors is accurate." That confidence is what helps Redeem raise the funds that keep its teams in the field.

Looking forward

Next Stop: Zambia

Once the last legacy records are migrated and the data is cleaned up, Amy plans to travel to Uganda after the new year for a deep-dive training on ClickUp Brain. The focus is helping team leads and leadership pull the data they need themselves. If leadership wants combined numbers for two specific offices over a certain period, they can just ask Brain. No digging through dashboards, no manual work, and no waiting on Amy or Jessica to pull the numbers. That's the part Amy calls "game changing": staff getting answers on their own, and trusting they're accurate.

Redeem is also launching in Zambia in April, and the plan is to duplicate the Uganda system there. That means the Zambia team starts on day one with everything already in place: no migration and no gap where data lives somewhere else. Next up after that is HR, with a dedicated ClickUp space for onboarding, offboarding, and the rest of Redeem's HR processes.

That flexibility is what Amy values: "I think that's one of ClickUp's superpowers: it's not a one-size-fits-all. It really can be whatever you need it to be."