When importing MyProcare information (either New Family or new relationships from Re-Reg) the system looks for duplicates, i.e. the new person being created already exists. If a duplicate is identified, the process to resolve is difficult for anyone to follow.
Currently the customer has to drill down multiple levels to find the duplicate, then compare to the existing record. If a dupe, the workflow to merge the dupes isn't clear. If not a dupe, they're expected to know to back all the way out of the record and check Ignore Duplicates when they reattempt import.
If a duplicate is found during Import, there's no reason why we can't offer a popup of the dupes at that time and let them review and choose to either Merge dupes or Create New Person. Then they can continue the import process smoothly.
Product Area | Center Management |
Are customers at risk of leaving Procare without this item? | No |
Are customers going to competitors for this item? | No |
How does this impact the customer's business?
Frequent calls to support, confusing workflow, slowing down the automatic process to create new families in Desktop. |
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Requesting Customer | Many calls weekly in Support regarding duplicate records from MyProcare |