How to Merge Customer Profiles in DriveCentric and Understand System Limitations
Merging customer profiles in DriveCentric can streamline your records, but there are specific rules and limitations to consider. This guide explains the merging process, common scenarios where merging is blocked, and alternative solutions.
Overview of Merging Rules
Matching Profile Types: Profiles must have the same type (e.g., both Individual or both Company) to be merged. To change a profile type: - Open the customer card. - Select the Credit App and use the dropdown to switch between Individual and Company.
Buyer and Co-Buyer Roles: Profiles linked as buyer and co-buyer on the same deal cannot be merged. These roles are treated as distinct entities in DriveCentric.
Delivered Deals: Profiles tied to delivered deals as buyer or co-buyer cannot be merged unless the roles are corrected in the Dealer Management System (DMS) and resynced.
Cross-Store Profiles: Profiles from different stores cannot be merged.
Common Scenarios and Resolutions
Scenario 1: Profiles Linked as Buyer and Co-Buyer
Issue: Merging is blocked when profiles are tied to the same deal as buyer and co-buyer.
Resolution: - Update the deal in your DMS to remove the co-buyer role or correct the roles. - Resync the deal in DriveCentric. - Once the profiles are no longer linked as buyer and co-buyer, proceed with the merge.
Scenario 2: Individual and Company Profiles
Issue: Individual and company profiles cannot be merged.
Resolution: Maintain separate records for individual and company profiles. Use the Credit App to verify and adjust the profile type if needed.
Scenario 3: Duplicate Profiles with Delivered Deals
Issue: Profiles tied to the same delivered deal cannot be merged.
Resolution: - Unwind the deal in the DMS to move it out of the Delivered stage. - Remove the co-buyer from the deal. - Resync the deal in DriveCentric and merge the profiles.
Alternatives to Merging
When merging is not possible, consider these alternatives:
Link Profiles: Use the Connections feature to link buyer and co-buyer profiles, reflecting their relationship without merging.
Mark as Inactive: For duplicate profiles that cannot be merged, mark the non-primary profile as inactive.
FAQs
Why is the Merge Button Greyed Out?
The Merge button may be disabled if:
Profiles are linked as buyer and co-buyer on a deal.
Profiles have different types (Individual vs. Company).
Profiles belong to different stores.
Can I Merge Profiles with Slightly Different Details?
Profiles must meet duplicate criteria (e.g., matching name, phone, or email) to be merged. Update the details to match before attempting the merge.
What Should I Do If Merging Is Not Possible?
If merging is not possible due to system limitations, maintain separate profiles and use the Connections feature to link them. By following these guidelines, you can effectively manage customer profiles in DriveCentric while adhering to system rules and limitations.