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M Jagadiswari B2C Contacts Mapping to proper Business Accounts
We are working for an application and basically it deals with education services, we have Accounts(universities/departments) and contacts(professors with university mail id).
For cases when a customer sends an email from their personal mail instead of their university domain mail id in Salesforce, it becomes difficult to match. Currently as an Interim Solution Service accounts were created and such customers are created as contacts under these service Accounts. These Contacts have grown in number to 600K and needs to be mapped to the correct Business account. The contacts created under the Service Accounts are existing without proper account mapping .
Please recommend a suitable solutionother than Person Accounts . Appreciate a early response .
For cases when a customer sends an email from their personal mail instead of their university domain mail id in Salesforce, it becomes difficult to match. Currently as an Interim Solution Service accounts were created and such customers are created as contacts under these service Accounts. These Contacts have grown in number to 600K and needs to be mapped to the correct Business account. The contacts created under the Service Accounts are existing without proper account mapping .
Please recommend a suitable solutionother than Person Accounts . Appreciate a early response .
May I request you please confirm how will you map the contacts to their respective accounts? do you match names using some fuzzy logic? do you start by asking the contact to identify themselves using their university email?
I can see a few options:
Option 1: reject cases from unknown email domains - a bit harsh but would result in clean data. Create a process that automatically responds to the new case raised from a private email asking the user to use their work email. Close those cases and delete the contact
Option 2: manual.. if your process includes a first step of asking the customer to identify themselves using their correct email, train your agents to move the case to the relevant business contact and delete the new contact + account
Option 3: build a data cleanse process: to improve on the above, just get agents to link the contacts to their correct business account, and build a batch process to clean up the data: delete the service account once the contact has been linked to its correct business account
Thanks,
Nagendra