Users can merge all Buyers and Co-Buyers
under review
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Rebecca Karr
When a customer is entered into the CRM with a coapplicant, sometimes in finance they swap the primary and co depending on the lien holder - once it is pushed through the DMS and back into the CRM it then creates a duplicate profile. Currently Drivecentric does not allow merges on those duplicate profiles due to it showing on the same deal. Can we get some sort of override on this??
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John Harrison
This is really quite urgent as we get a lot of family members shopping together
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Jason Motts
Would like this process to change as well - basically any company deal that's done with a personal guarantor will have a duplicate record created in Drive assuming you started the customer with an individual profile. This is something that's confusing our teams when the deal gets delivered and the second profile is created under the Company name.
Shawn Goebel
under review
Shawn Goebel
Rebecca Karr Thank you for the feature request! This is not a bug, this is intended functionality. We do not allow you to merge a buyer with a co-buyer. In your example, could you flip buyer and co-buyer on the Open Deal and then merge the customers from there? Sorry, just trying to understand what you're looking for on this. Thank you!
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Rebecca Karr
Shawn Goebel the deal gets closed out of the DMS which closes it in the CRM so there can't be a flip on buyers. Once the finance manager is sitting with a customer, sometimes they flip the buyers if a rate comes back lower so the sales rep never knows who is primary/secondary and is sometimes a last minute switch. So when the deal gets closed it creates a duplicate customer profile as seen on the screenshot and now we can't merge and clean it up.
Shawn Goebel
Rebecca Karr: Thank you! I think something may be off with your example and that's causing issues. I will send you a message through our support tool on this shortly!
Shelby Parker
Hey Rebecca Karr, thanks for your feedback! I have a few more questions for you:
- Can you provide more details on how often this issue of swapping primary and co-applicants occurs?
- Could you clarify what you mean by 'override'? What would be the ideal outcome when such a swap occurs?
- Are there any specific lien holders where this issue is more prevalent?
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Rebecca Karr
Shelby Parker happens sporadically but weekly if not more.. we are stuck with extra customer profiles that can not be merged. It is with no specific lien holder just varies by the approvals from the banks.