Individual and company merge - show duplcates
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Grant Shaw
Right now, if a customer has bought under company and they inquire under an individual profile or vice versa - the system won't recognize them as a duplicate, even if it's the same phone number. This is a major problem. You should at least be alerting staff of a possible duplicate even if you won't let them merge.
Shelby Parker
Thanks for flagging this, Grant Shaw — totally hear you, and I can see how missing duplicates between individual vs. company profiles (even with the same phone number) would create major workflow issues. I’m sharing this with the team for review, and if you’re able to share a quick example or the steps your staff takes when this happens, it’ll help us validate the best way to surface a “possible duplicate” alert.
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Grant Shaw
Shelby Parker Hey! Thanks! We haven't a chance to address it as a store yet as we have just become aware of this problem. We were all sort of trusting the system, to flag duplicates especially when it was the same phone number or email, and now we are starting to see that there have been many situations where a sales associate was working someone's repeat/sold customer. I think until your team comes up with a real fix, we as a store will implement a policy that every lead/opportunity someone takes/gets, they will then need to manually search the phone number/email to see what comes up. Doesn't take a lot of effort but it is an extra step that shouldn't be required and could be missed, leading to someone working/engaging someone's customer.
I understand that your system won't let an individual and company be merged but it should still alert possible duplicates. Then people can see them and decide if it is a previous customer. If someone were to then try to merge them, the system would simply still not allow it.