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
| Scenario | Fields - exact match except First Name | Interchangeable? | |||||||
|---|---|---|---|---|---|---|---|---|---|
| Current | Legacy ID | First Name (fuzzy?) | Last Name | DOB | Postal Code | Phone Number | Mobile Number | Other Phone | |
| Matched Profiles for Manual Merging | x | x | x | ||||||
| Fair Pass Applications (Current) to Client Profiles: SAMS Client | SAMS MID | x | x | x | |||||
| Fair Pass Applications (Current) to Client Profiles: TCS Client | CSIS Household ID | x | x | x | |||||
| Future - Additional | |||||||||
| Matched Profiles for Auto-Merging - Option 1 | n/a - duplicates | x | x | x | x | ||||
| Matched Profiles for Auto-Merging - Option 2 | n/a - duplicates | x | x | x | x | ||||
| Matched Profiles for Auto-Merging - Option 3 | n/a - duplicates | x | x | x | x | ||||
| FP Application (Expansion) to Client Profiles: ALL - Option 1 | n/a - non-OW/TCS | x | x | x | x | ||||
| FP Application (Expansion) to Client Profiles: ALL - Option 2 | n/a - non-OW/TCS | x | x | x | x | ||||
| Welcome Policy Applications to Client Profiles - Option 1 | n/a - new | x | x | x | x | ||||
| Welcome Policy Applications to Client Profiles - Option 2 | n/a - new | x | x | x | x | ||||
| Welcome Policy Applications to Client Profiles - Option 3 | CLASS Household PIN | x | x | x | |||||
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 | ||||