Upland PSA Review

Upland Software
Upland PSA
Upland Software
Austin, TX
Deployment Model:
Free Trial:
Cloud, On-Premise
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Upland PSA At A Glance

Good: The functionality of each integrated feature. Strong customer support knowledge and avid response times.
Bad: System configuration can challenge a novice user, and require an extended learning curve.
Bottom Line: Intended for companies with distributed, global workforces and while it integrates with many quality applications, it would be even more powerful with its own accounting, HRMS, and CRM tools.

Product Overview

Upland PSA formerly Tenrox) is a centralized, configurable and automated platform that manages core business operations, especially projects, for globally distributed professional services organizations.

Integrated project management, workforce management and financial capabilities facilitate information access and sharing among team members. Combined with tools that automate project initiation and workflows, resource management, time and expense, project billing, reporting and data visualization (analytics), Upland PSA efficiently manages billable projects – from bid to bill to close.

The platform meets ISO-27001 certification standards for Information Security Management Systems. In addition, Upland PSA passed a Type II audit to earn certification by the American Institute of Certified Public Accountants (AICPA). Consequently, users can rest assured that their data is safe and accurate.

An available mobile app allows users to work on Upland PSA from any device, anywhere at anytime.


The full functionality of Upland PSA can be found in its standard five features which include:

Project Management – This feature  consists of three components: project planning, project workflows and process management. Combined, these tools visualize upcoming milestones and key delivery dates, render project scheduling with Gantt Views, allocate resources at project and task level and alert to potential budget overruns. Project work breakdown structure, including task dependencies, scheduling constraints, duration of each task and percent complete, is visually depicted.

Workflows, created through a graphical workflow engine, integrate an entire project and service delivery lifecycle and help track projects from the opportunity stage, through quotation, execution, billing and close. The process management platform helps users standardize, track and audit work and project-related processes from issue tracking to managing change requests and approvals.

Resource Management – Skill management, capacity planning and resource forecasting help a user check that the right people are working on the right projects, at the right time and in the right place. Color-coded reporting and analytics identify and resolve scheduling conflicts, project overlaps, resource overloads or under allocation, bench time, or more optimal resource deployments.

Centralized, current profiles of personnel skills, interests, experience, language expertise, work preferences, availability, and more, help match, book, track, and manage a team’s distributed talent. Capacity planning models new project requests against current criteria so that appropriate resource levels will meet business objectives and project management needs. Resource forecasting provides a real-time view of a team’s capacity and current load, helping to manage a worldwide inventory of skills, expertise and capacity.

Time and Expense – This automated tool collects and manages all project costs in an effort to reduce revenue leakage. Leave Time, Review and Approval, and Multi-Tax/Multi-Currency tools integrate to produce timesheets and customizeable expense reports for a distributed workforce based on project-specific criteria. Automated approvals accelerate billing cycles. Data can be entered from anywhere at anytime.

Project Billing and Financials – This feature automates project billing and cost reporting process and streamlines chargeback and invoicing. Project Costing defines project structure and type, how the project levels will accrue income and costs, and how billing will be handled. Budgeting software tracks labor, travel, meetings, supplies, and other expenditures at the project level, rendering real-time financial snapshots from which strategic decisions can be made.

Chargeback reports provide instant cost visibility (to recover project costs), charge back other departments for accessing your services, measure shared resource consumption and justify your future budget requests. Project billing and financials integrates with leading third-party accounting software.

Data Visualization – Upland Analytics enables real-time decision making support with drill-down analysis for project, resource and financial data. Visualizations help evaluate resource utilization, monitor projects, and deliver transparent financials at each point on the project’s lifecycle. Reports can be standard or custom and automatically distributed to stakeholders.

Target Market

Upland Software targets Upland PSA at professional services organizations (PSOs) whose work forces are globally distributed. For more than 20 years Upland PSA has delivered its project management capabilities to PSOs and finance departments found in the following industries:

  • Consulting, Business Services, Insurance, Legal, Accounting
  • Government, Non-Profit, Education
  • Architectural, Engineering, Construction, Real Estate
  • Manufacturing, Aerospace & Defense
  • Metals, Mining, Energy, Utilities
  • Advertising, Marketing, Media
  • Pharmaceutical, Biotech, Healthcare, Software Development

Some of its 10,000-plus customers include:

  • AKA Industries
  • Eaton
  • JDA Software
  • Triple Point Technology
  • Vantage Partners
  • PPG Industries
  • Canadian National Railway
  • Fortune 100 Financial Services Firm
  • Crosspoint Engineering
  • Hamilton Health Sciences

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Upland mobilizes its Professional Services team, which partners with each customer to perform the best possible implementation from concept to Go-Live and beyond.

The Professional Services Team initiates a recursive and mandatory gathering, designing and configuring of the solution to fit a customer’s particular business needs.

Once the implementation is ready, Upland’s Training Department creates a comprehensive training plan that ensures all users become proficient with the system in the context of the customer’s business process, goals and organizational structure.

Upland assigns a Customer Success Manager to each account to help with the strategic direction of a deployment, identify and resolve any adoption challenges, and champion the customer’s cause within Upland.

Customer Service & Support

Upland supplies varying levels of customer support, based on a client’s contract. Both Global Support Organization and Services Group are dedicated to ensuring that customers have access to tech support around the clock.

Global Support delivers:

  • Prioritized issue escalation and resolution
  • Online and phone support, 24/7/365
  • Access to an online community to share best practices, support tips, training materials and custom reports
  • Knowledge-base with latest alerts, service recommendations and troubleshooting content
  • Unlimited case submissions and real-time case updates

Customers can upgrade to one of Upland’s Premier Success Plans. Three levels – Silver, Gold and Platinum – distinguish the extent of customer engagement and support, as well as product development and experience.

After Go-Live, Platinum-level customers continue to receive 24/7/365 support coverage.

Upland complements its support by producing Virtual User Conferences – webcasts customized by product line that provide customers with updated product roadmaps, services and support, a product training feature, and the chance to provide relevant and current feedback.


Upland Software’s pricing is tailored to each prospective customer. Contact an Upland representative for a quote.


Full mastery of its many components can create an extended learning curve.

Upgrades have been known to cause glitches, whose resolution falls to the Customer Success Manager.


Upland Software Screenshot 1
Upland Software Screenshot 2
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Upland Software’s family of applications enables users to manage their projects, workforce and IT investments; automate document-intensive business processes; and effectively engage with customers, prospects and community via the web and mobile technologies. With more than 10,000 customers and over one million users around the world, Upland Software solutions help customers run their operations smoothly, adapt to change quickly and achieve better results every day.

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