If you have more than one listing for a customer, you can merge those two accounts into one. This article will review how to merge those customer accounts in Successware Platform.
Creating Accounts
Customer accounts are created through the Call Handling screen in Successware. It's easy to search by someone's name, number, or address in the Find Your Customer section of the Call Handling screen, but mistakes can still sometimes be made.
New customer accounts can be created by clicking the "+ New" button while searching for a customer.
It's worth checking each account that matches the name of the customer to ensure they don't already have an account. When a duplicate account is created, vital information like Agreements or a change of address could be missed.
If a duplicate account is created, the accounts can be merged together.
Merging Accounts
From the Main Menu, select Setup and click on the Duplicate Customer Merge option.
Steps to Merge Accounts:
The Duplicate Customer Merge page will allow you to search by:
- First Name.
- Last Name.
- Email Address.
- Phone Number.
- Address.
- City.
- State.
- Zip Code.
1. Search for the duplicates by entering information into at least one of the available fields.
2. Next, click the "Search for Duplicates" button.
3. Check the box next to each of the duplicate accounts. Up to 3 accounts can be selected at a time.
- If there are more than 3 duplicate accounts, they will need to be merged in batches.
4. After checking the boxes of the duplicates, click the "Merge Records" button at the bottom of the page.
5. Select the radio boxes for which account should be the Primary Record. If any account details should be kept from one account, even if it is not the Primary Record, you can select those individually.
6. Once you've decided on the account details that should be kept from either or both customer records, click the Continue button.
- If you want to skip the next step and merge the accounts right away, you can click the "Skip to Merge" button.
7. The Review Record History page will allow you to view the Agreements, Equipment, Jobs, Tickets, and Communication History for each account. Please note that this data is only viewable. The only exception is equipment status, which may be changed on the accounts. All other data will be kept in the merged account. Click Continue to advance.
8. Review the merged account information on the Confirm Merged Record screen and click the "Confirm Merge" button when ready.
9. Click Yes on the Confirm pop-up to continue. Please keep in mind that merging accounts is an irreversible action.
10. When the accounts are merged, a Success message will appear to confirm the update.
Looking for a more interactive course on Merging Customer Accounts? Check out our Learning Management System (LMS)! Our courses are available to all Successware users. If you don't have a sign-in for our LMS, contact us at training@successware.com for a free account.