Required Permission: Merge
The customer merge process combines two selected customer profiles into one. You can initiate the merge from the deal card header, the customer contact card, or by selecting a possible duplicate lead from the notification bar.
Step 1: Locate Potential Duplicates
Begin the merge process by clicking Possible Duplicates in the deal card header, searching for duplicates on the customer contact card, or selecting a possible duplicate lead from the notification bar. This will open the merge screen.
On the merge screen:
The original customer is displayed on the left.
Possible duplicates are listed on the right, ranked from the highest match percentage (top) to the lowest (bottom).
Select the customer to merge and click Next at the bottom.
If none of the listed duplicates match, click Ignore Duplicates in the bottom-left corner.
Step 2: Choose Information to Retain
Review the customer information in both profiles.
Select the data you want to keep:
Rows with identical information or fields with data only in one profile are pre-checked by the system.
Adjust user assignments for the final profile by clicking the dropdown next to the user’s name in the Current Profile column.
The system will automatically retain all phone numbers and email addresses from both profiles.
Step 3: Select Deals and Merge
Choose the deal to keep. By default, the earliest created deal is pre-selected.
Note: The selected deal determines the source type and description of the final deal, while the latest pipeline stage is retained regardless of selection.
All interested vehicles and trade vehicles will also be retained.
If multiple open deals exist, only one will remain open post-merge. For multiple open deals, merge duplicates before creating additional deals.
Important - Once merged, the process cannot be undone. Carefully review all information before clicking Merge.
Step 4: Finalize and Exit
Review the preview of the merged customer.
You can search for more duplicates or click Done to exit the merge screen.
Need Assistance?
For questions about merging customer profiles, reach out to your Customer Success Team via the Support Icon in the bottom-right corner of DriveCentric.