Duplicate Leads Not Detected | Voters

Duplicate Leads Not Detected

Kristine Halloran

The duplicate lead detection needs work. Right now it seems random. It will show a 20% match for a customer who has the same last name and nothing else in common, but won't show a match for someone that has the same cell or home number with the same first name. I think a matched cell or home number should be a possible duplicate even if the names do not match. I have not been able to merge a duplicate lead because one name was all CAPS and the other was regular capitalization, even though they are the same person. (THE DUPLICATE LEAD DETECTION SHOULD NOT BE CASE SENSITIVE!) Yet for some reason I always get like 15+ matches for customers who share the same work number, if that can be detected than these other areas where info obviously matches, need to be prioritized and refined. I Can't tell you how often I search the number or customer name and see multiple profiles. I also think that there should be a note section of the last engaged activity and date for duplicate leads on the screen without having to click into each customer card.

MIRA JANE

I totally agree!

DAWN CUIZON

Agreed on this 100%!

Shelby Parker

Thanks for flagging this, Kristine Halloran — and sorry you’re running into so much friction here. Totally hear you on the duplicate detection feeling inconsistent (especially around phone-number matches and case sensitivity) and how disruptive it is to end up with multiple profiles. I’m sharing this with the team for review, and if you’re able to send a quick example or screenshot of a pair that

should

match (e.g., same cell/home number but not being flagged, or the ALL CAPS vs normal name case), that would really help us reproduce and prioritize the right fixes. Also noted on showing last engaged activity/date directly on the duplicate lead screen — that’s great context.

Kristine Halloran

Shelby Parker I'll work on getting some examples and will come back to this tonight or tomorrow! Thank you!

Kristine Halloran

Shelby Parker Hi Shelby, here is one. Customer had the same email address, the first profile there are no dupes detected, I searched the name and found there is a dupe, with a different variation of the last name. The email is exactly the same. The different variations of the last names are especially common in our Hispanic communities, and also for hyphenated maiden and marital last name. The system doesn't pick it up. This creates a lot of work just to get clean data and the reality is, my employees are not always going to be as analytical as me to find these errors, thus giving us inaccurate data for lead totals and creating friction among team members working the same customer on multiple separate customer cards. The same exact email should have triggered a possible dupe on both customer cards. Because it doesn't, we have to do extra work to validate if there is truly no dupes and I can guarantee many employees are just trusting the system to handle dupe lead detecting for them, so if there is no detection even after re-searching for dupes...it's an issue of inaccurate data while also bombarding a customer with multiple reps calling/ texting, Claire (our Ai) follow ups, and AIM follow ups.

Kristine Halloran

Shelby Parker Here is another one I think should have been flagged as a dupe but was not on either customer card. Even after adding the phone number it still does does not detect

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