Deleted Phone Numbers
under review
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Melissa Hortenbury
If a phone number is removed from a file, it should no longer be linked to that customer, as phone numbers can change over time. Occasionally, we may use the store's phone number or a generic number to halt a lead. However, we have been informed that if a number has ever been associated with a file, it will remain linked indefinitely. This results in incoming calls or texts being incorrectly associated with the wrong file. This is a major problem that needs to be corrected.
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Alex Weidenbenner
under review
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Alex Weidenbenner
HI Melissa, I believe the reason for the 'soft delete' is that if a customer opts out of texting or calling we need to store that for legal compliance on our end. If we did a true delete where the system lost all history of our interaction with that number then it would be possible for a salesperson to simply delete a phone number of someone who is opted out and then re-add that number and send them another opt in message even after the customer has already opted out.
Shelby Parker
Thank you for posting, Melissa Hortenbury! I have a few more questions for you:
- How frequently do you encounter issues with phone numbers being incorrectly linked to customer files?
- Can you provide examples of situations where a phone number was incorrectly linked to a customer file?
- What impact does this issue have on your daily operations and customer interactions?
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Melissa Hortenbury
Shelby Parker Lately we have been coming across many issues. For example, texts will come through on old files where the number is no longer attached. We use store numbers or a legacy number such as 502.222.2222 (which is actually real number)on many files to stop leads with no number when needed then remove them.
Today we came across a file (Max Quintavalle) and realized multiple customer phone calls were erroneously linked to Mr. Max Quintavalle's file due to a store number previously associated with his record. This raises serious concerns about:
Data accuracy
Customer service quality
Compliance risks
Operational efficiency
After doing some digging we realized one of our lead sources (gubagoo) had sent through one of our many store numbers on their lead at some point in the past so many calls are coming in under his file when he is not the customer calling. When my rep chatted in we were told that when phone numbers are deleted they are "soft deletes" and will still be associated with said file and the only way to stop it is to delete the customer from the system. The current solution - deleting entire customer records - is not a viable option for maintaining our database integrity. We require a solution that allows for true deletion of phone numbers from specific files while maintaining the integrity of the customer record. The current "soft delete" functionality is creating significant operational challenges and potential compliance issues. Thank you for your prompt attention to this matter.
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Melissa Hortenbury
Shelby Parker Is there further information you need? Just following up. I don't want this to die out in the void.