Recently I recognized a problem with merging records, specifically with contacts. We had a contact that had been duplicated because they used a different email, but the same phone # and name, however, they were not assigned to the same contact owner. That's when one of our sales team members decided to merge the contacts together, despite that based on our internal rules (if the contact had never closed a deal in the last 2+ months, they're open game, if a contact does have a closed deal, they can't be touched until 6 months after that and if the current owner hasn't followed up), the contact should still have been assigned to the other sales person.
In simple, person A was assigned the duplicate record, saw that they were duplicated with person B's contact who B had been talking to. Person A merged the two contacts and took ownership of the merged record and didn't follow our rules.
When a sales manager was alerted of this, they came to me to try and see how this could have been avoided, or if we could have prevented this from happening, and we came up with two solutions that would be helpful:
I think these would be two simple ideas to implement to help prevent confusion for a contact, as well as give pause to merging a record before reviewing the necessary details.
Being able to pick what information to keep from either record would be fantastic as well!
I agree with this. I have the same issue when merging duplicate Companies - something we, due to several reason I wont bother you with, have too much of. I would asume 10 - 20% of our Companies are duplicates.
The issue arises when different teams and employees work on different Companies, because they look to be the right one, and they add Tickets, Contacts, Deals, etc. and also update the Properties on the Company. When I find these and I want to merge the two Companies, I'm not able to choose what to merge from duplicate Company to the right one: It merges all associations and activities, which is fine, but it also updates the Company Property with the value of that Company with the latest updated field, and because the duplicate Company can have several Properties updated after the original Company had the same Property updated, we then get corrup data from the duplicate Company on the right Company, and when having billing information and internal IDs to other systems we've integrated Hubspot with (i.e. Netsuite), we corrupt not only the data on the Company (the Properties) we also corrupt the integration with other curcial systems, which in the worst case, makes it so that we are not able to invoice customers or that the send out invoices to the wrong address or addressee.
I would like to be able to choose what data from the duplicate Company (or any other Object) I would like to be added to the right one, and then just deleting the rest. On my part that would look like this:
I've created my own thread on this here I would appreciate an upvote.
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