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Merge Procedure - Shared Responsibility or Not?

RhondaLeigh Dauphinais (Past Staff Member)
$organization

Hello All, 

Up until now, the Membership Department here at the Museum has been responsible for merging constituent records in Tessitura. Due to the volume, we are interested in making this a shared responsibility, with designated staff in Membership, Development, Group Sales, and Ticketing all responsible for a subset of record merges based on the constituents' relationship with the Museum. 

I am curious to see if any other organizations have a similar shared process for merges, or if more licensees tend towards keeping this responsibility within one area (or perhaps having a dedicated Data Integrity-type person or department responsible for this work?)

If you do have a shared process that works really well, I'd love to hear what you've done to make it work smoothly. 


Thanks, 

RhondaLeigh

  • $organization

    Hi RhondaLeigh,

     

    We’re currently taking a closer look at our duplicate record management process  and have taken steps over the past several months to optimize our biz process and help think about ways we can load balance this work across different teams (not necessarily having teams merge dupes but rather identify root cause and address it at that level).

     

    Where we started:

                    -Identify duplicate procedure ran twice a week

                    -Casted a wide net (approx.. 1,500 potential duplicates identified each week)

                    -Potential duplicates were prioritized based on segment and the work distributed and performed during ‘down times’.

    This approach was not ideal as what we ended up with is a large backlog of potential dupes to be reviewed as well as the service issues stemming from dupes (login issues, etc.)

     

    Where we are now:

                    -Increased frequency of identify duplicate procedure to daily

                    -Casting a smaller net (approx. 840 potential duplicates identified each week or 120/day)

                    -Potential dupes reviewed and merged daily

                    -Analyzing potential dupe output to identify training opportunities and biz process refinement

     

    Hope that helps. I’m also interested to hear about approaches other orgs have taken.

     

    Susie Terada
    Director of CRM Enterprise Services

    San Francisco Museum of Modern Art
    Now Open!
    Tickets Available at SFMOMA.org

    415.357.4133
    sterada@SFMOMA.org
    151 Third Street | San Francisco, CA 94103

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    From: Tessitura Town Hall [mailto:forums-town-hall@tessituranetwork.com] On Behalf Of RhondaLeigh Dauphinais
    Sent: Wednesday, June 07, 2017 9:06 AM
    To: Susie Terada <sterada@SFMOMA.org>
    Subject: [Tessitura Town Hall] Merge Procedure - Shared Responsibility or Not?

     

    Hello All, 

    Up until now, the Membership Department here at the Museum has been responsible for merging constituent records in Tessitura. Due to the volume, we are interested in making this a shared responsibility, with designated staff in Membership, Development, Group Sales, and Ticketing all responsible for a subset of record merges based on the constituents' relationship with the Museum. 

    I am curious to see if any other organizations have a similar shared process for merges, or if more licensees tend towards keeping this responsibility within one area (or perhaps having a dedicated Data Integrity-type person or department responsible for this work?)

    If you do have a shared process that works really well, I'd love to hear what you've done to make it work smoothly. 


    Thanks, 

    RhondaLeigh




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