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R E V I E W

Integrating CRM: No Pain, No Gain

June 13, 2003
By Lori MacVittie

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Epicor Clientele 8.1

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	In this article
	Introduction
	Integration & Customization
	ACCPAC CRM 5.5
	Epicor Clientele 8.1
	Microsoft Business Solutions CRM 1.0
	Soffront CRM 8.0
	FrontRange GoldMine 6.0
	Executive Summary \| How We Tested \| Outsourcing CRM
	Report Card

Epicor's CRM product is a 100 percent Microsoft .Net-based program. A .Net-based client communicates with the Clientele server via Web services and offers a richer client experience than its browser-based competitors. As such, Clientele requires some upfront work for deployment on the desktop, as the .Net framework is required. Users can perform the installation by browsing to the Clientele server, a simple procedure. However, Windows 9x workstations will need upgrading because the .Net framework 1.1 is only available for Windows 2003, 2000 and XP. NWC Inc. would have no problem with these requirements, but many midsize companies may have trouble complying. Therefore, we preferred competitors' browser-based access, as a means to eliminate the costs of desktop management and potential upgrades for all users.

Epicor's customer self-service portal was as good as ACCPAC's. It is well-designed and integrates easily into the system, requiring only setup of a portal user within ADS to get it started. Enabling Epicor to accept e-mail and integrate requests for support or information (the infamous "Request Info: info@mycompany.com" link found on Web sites) was simple and integrated easily into Epicor's work-flow engine.

Customization was an issue in terms of business terminology, as it was for all but Soffront's product. Hardcore customization requires programming in Visual Basic .Net/C#. Furthermore, it is impossible to do simple, field-level modifications without this model. The products from Soffront, Microsoft and ACCPAC allow such modifications.

Epicor's rich client interface is interconnected and easy to navigate. A user can smoothly navigate among customers, companies, products and other contacts from specific companies. We especially liked Clientele's option to copy addresses, phone numbers and other information from company level to contact level; the option both links records together and saves keystrokes. The tight integration between contacts and companies means that companywide communication and documents, such as RMAs and defect reports, are accessed from any contact associated with the company. Although the interface is as easy to navigate as that from ACCPAC, it lacks the wide array of personalization features its browser-only competitors offer.

Clientele Customer Support 8.1; Clientele Self-Service Portal 8.1; Clientele eMarketing 2.1, Epicor Software Corp., (800) 883-4582, (503) 612-2600. www.epicor.com