Purpose
To keep the business rules of Matching and Merging of CRM client profiles and Applications (service deliveries) as consistent as possible across all HSI lines of businesses
Definitions
| Term | Definition |
|---|---|
| Match | CRM Identifies and Flag that two objects are potential duplicates/match |
| Merge | To merge multiple Profiles into one; can be done auto or manual; when merging, a master record must be identified, and business rules to select values must be identified |
| Attach | To associate different CRM objects with one another, e.g. attaching an application to a profile, or an interaction to an application (service delivery); can be done auto or manual |
| Manual- | A CRM user completes this task |
| Auto- | CRM completes this task without user intervention |
| Profile | CRM Object - Client Profile created |
| Application | CRM Object - Service Delivery created |
Business Scenarios
| Existing Scenarios | Match | Merge/Attach |
|---|---|---|
| Matched Profiles for Manual Merging | A.5 | n/a |
| Fair Pass Applications (Current) to Client Profiles: SAMS Client | A.1 | B.1 |
| Fair Pass Applications (Current) to Client Profiles: TCS Client | A.2 | B.2 |
| Future - Additional | ||
| Profile Duplicates in CRM | A.5 | B.5, B.6, B.7 |
| Profile Duplicates from Legacy System | A.5 | n/a - User must resolve in legacy first; multiple Legacy IDs in the same field |
| FP Application (Expansion) to Client Profiles | A.1, A.2, A.5 | B.1, B.2, B.5, B.6, B.7 |
| Welcome Policy Applications to Client Profiles | A.1, A.3 | B.4, B.5, B.6, B.7 |
CRM Scenarios
| Scenario | Fields: x = Exact Matches unless identified as Fuzzy | Interchangeable? | |||||||
|---|---|---|---|---|---|---|---|---|---|
| Legacy ID | First Name | Last Name | DOB | Postal Code | Phone Number | Mobile Number | Other Phone | ||
| Criteria A - CRM Matches but Does Not Merge/Attach; Manual Merge/Attach by User | |||||||||
| A.1 | SAMS MID | ||||||||
| A.2 | CSIS Household ID | ||||||||
| A.3 | YARDI Applicant (P-Code) ID | ||||||||
| A.4 | CLASS Household PIN | ||||||||
| A.5 | n/a | x | x | x | |||||
| Criteria B - CRM Match and Auto-Merge/Attach; No User Intervention required | |||||||||
| B.1 | SAMS MID | Fuzzy | x | x | |||||
| B.2 | CSIS Household ID | Fuzzy | x | x | |||||
| B.3 | YARDI Applicant (P-Code) ID | Fuzzy | x | x | |||||
| B.4 | CLASS Household PIN | Fuzzy | x | x | |||||
| B.5 | n/a | Fuzzy | x | x | x | ||||
| B.6 | n/a | Fuzzy | x | x | x | ||||
| B.7 | n/a | Fuzzy | x | x | x | ||||
Assumptions/Requirements
| Assumptions/Requirements | Possible? | |
|---|---|---|
| 1 | Phone number fields can match interchangeably | |
| 2 | Fuzzy First Names | |
| 3 | Postal Code value can separate from Address field | |
| 4 | CRM can use multiple sets of Criteria - any one of them can meet requirements | |
| 5 | CLASS integration with CRM - household PIN | |
| 6 | Email becomes increasingly utilized/requirement for multiple lines of business |
Rules for Merging - When Merging, how to select values in common fields
| Hierarchy Category | Description | |
|---|---|---|
| 1 | Real Value | |
| 2 | Legacy Field | |
| 3 | Open File | |
| 4 | Time Stamp | |
| 5 | Open File & Time Stamp |