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One area in which UpShot is clearly ahead of Microsoft is PDA integration. While Salesforce.com 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 (www.upshot.com) 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 john_taschek@ziffdavis.com.