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By John Taschek  |  Posted 2003-05-09 Print this article Print

One area in which UpShot is clearly ahead of Microsoft is PDA integration. While has a relationship with Dejima Inc. to provide PDA access into the system, MS-CRM currently has no PDA technology. We expect that to change soon, either through partners or with technology based on .Net Compact Framework. UpShot, however, has it now, and it includes support—albeit minimal at times—for Palm OS-based devices, Research In Motion Ltd. BlackBerry devices and Pocket PC-based systems.

Back-end integration, meanwhile, is handled using the XML APIs. UpShot exposes every object in the CRM system via the API, which makes it easy to connect to other systems—including financial and manufacturing packages.

In general, UpShot maintains consistency between the actual UpShot fields and XML objects, making coding a fairly straightforward process. Where integrators may have some trouble is with mapping fields from other systems into the UpShot system. UpShot has no concept of accounting or inventory, for example, so those fields must be created and mapped on the UpShot system.

Executive Summary

Usability Good
Capability Good
Performance Fair
Interoperability Fair
Manageability Good
Scalability Good
Security Good
UpShot ( is the most well-rounded CRM solution we tested. It offers tight integration with desktop applications, has ample reporting capabilities and a well-structured API for connecting to back-end applications. The service is slower than others, however, and it needs an interface update.

(+) Highly secure architecture; feature-rich; very well-defined integration strategy; best-of-class desktop and PDA support.

(-) Performance could use improvement; mixes and matches interface navigation buttons; limited browser support except in "modem" view; modem view is displayed over unsecured connection.

Price $115 per user per month for XE.

CRM Systems Go Head to Head:
Labs Director John Taschek can be reached at

As the director of eWEEK Labs, John manages a staff that tests and analyzes a wide range of corporate technology products. He has been instrumental in expanding eWEEK Labs' analyses into actual user environments, and has continually engineered the Labs for accurate portrayal of true enterprise infrastructures. John also writes eWEEK's 'Wide Angle' column, which challenges readers interested in enterprise products and strategies to reconsider old assumptions and think about existing IT problems in new ways. Prior to his tenure at eWEEK, which started in 1994, Taschek headed up the performance testing lab at PC/Computing magazine (now called Smart Business). Taschek got his start in IT in Washington D.C., holding various technical positions at the National Alliance of Business and the Department of Housing and Urban Development. There, he and his colleagues assisted the government office with integrating the Windows desktop operating system with HUD's legacy mainframe and mid-range servers.

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