For users of the TourCMS tour operator ecommerce platform
Specification help: What constitutes a duplicate customer?
Hi everyone
Sometimes you have multiple customer records in TourCMS - for the same indivdiual customer. This can happen as a result of multiple enquiries - or several bookings over several years (where a booking hasn't been correctly added to a previous customer record)
We plan to introduce a tool to enable you to fix your data - and merge customer records (i.e. move 2 customer records you know are the same person into 1, and delete the other). This will make your CRM / marketing much more correct.....
What approach would you use to understand whether someone is a duplicate customer
- same surname / address - but then we have to be careful about multiple family members
- same email address
- etc
Of course you will have to manually say that there is a match (when shown 2 customer records side by side) - just TourCMS system will propose a potential match
Feedback etc appreciated
Views: 57
Replies to This Discussion
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Permalink Reply by Neil Lapping on -
Hi Alex,
I think first name and last name would be a good starting point. There are so many variables with address that if they were entered slightly differently it might not pick it up. Also many enquiries do not have an address, just name and email.
I would say email address but we used to have our booking engine set so that the travellers picked up the lead bookers contact details so if it was just email address we would get loads of matches between lead bookers and travellers.
Would also be good to have functionality to manually force a merge when you know there is a duplicate but the system is not picking it up.
Cheers
Neil
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Permalink Reply by Anne-Marie Clarke on -
Not email address for us as we have the set up where travellers have the lead bookers email ad.
First and last name match would suit us and also the post code would be useful.
Which ever way would want to be able to confirm manually merge ok and also force merge ourselves.
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Permalink Reply by Actief in Tsjechie on -
yes I agree, loads of clients (travellers) have the same e-mail, regards Luit
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Permalink Reply by Vicki Roberts on -
Yes first name and surname would be great for us. As Neil says addresses can so easily be entered differently.
Looking forward to this tool as manually checking and correcting takes a lot of time - Thank you
Vicki
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Permalink Reply by Lionel Gilles Vidoni on -
First name and Surname, seems the best solution.
Many clients are using two e-mails (wife & husband, home and work) and after years, change from Yahoo or Hotmail or Google, etc., so it's not decisive.
It could be maybe useful if only the surname or first name is known (yes, it could happen sometimes in preTourCms bookings !)
Lionel
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