Smart duplicate merge functionality in Leads

General task description:

Clients submit business requests via a CRM webform. Due to business specifics clients may submit several requests over time, so webform settings do not perform a duplicate check automatically. By the same reason, automatic duplicate check on the Leads pipeline itself also turned off.
However, processing of submitted requests may be delayed quite often (for example, a client lost interest or doesn't explicitly communicate back to the business on matters of their request). The Leads pipeline contains a stage which is dedicated to keep these Leads on hold until business/client is ready to move on. Waiting time is uncertain and may last for months.
Sometimes clients who already have a request in the pending stage may submit a new request. In this case the system creates a new Lead while the business is extremely interested in closing the previous request.

Implementation result:

A special handler was designed and deployed, so:
1. Whenever a new Lead is submitted, scripts perform a thorough search on the pending stage for any previous requests from the current requester.
2. If none found, this new Lead is allowed to be. If any duplicate found, the new Lead is merged into the old Lead (fields and merge rules are discussed in advance).
3. The old Lead is brought back into the beginning stage of the Leads pipeline.
4. Responsible managers are informed about changes on the pipeline.

For more features and additional information, please, don't hesitate to contact us: sales@webbee.co.nz