Duplicate customer records in the system

Ticketclosed

Brackwell Freight Ltd: documents · Duplicate customer records in the system

Dean Hargreaves reported large customer account appearing as two separate entries, splitting call and delivery records. Records merged; live CRM refresh prevents future duplicates.

Priority normal

made from

What happened

What this says

Current to 10 Oct 26

Dean Hargreaves reported large customer account appearing as two separate entries, splitting call and delivery records. Records merged; live CRM refresh prevents future duplicates.

Problem: A large customer account was appearing as two separate entries in the brain, with call and delivery history split between them. This fragmented the account view and complicated retrieval of complete history.

Handling: Bethan Lister identified that the customer was imported twice during a CRM system update and the old entry was not marked as a duplicate. She merged the two records into one unified account containing all history. Explained that live CRM refresh would automatically prevent future duplicates. First response was 254 minutes; resolved 7 May 2024.

AI · claude-haiku-4-5-20251001 · 10 Oct 2026

AImade from

Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categorydata_quality

Channelweb

First response (min)254

Helpdeskmade from

Trail

created · Dean Hargreaves 29 Apr 2024 17:14
Hi, we've got a customer that's showing up twice in the brain. Same company, two separate entries. When I'm pulling up delivery history it's confusing because the records are split. One of our bigger accounts. Can someone have a look? Cheers, Dean
public_reply · Bethan Lister 29 Apr 2024 21:28
Hi Dean, I've picked this up. Just so I've got this right – you're seeing the same company as two separate entries in the brain, and that's split the call and delivery records between them, yeah? I can see what's happened. The customer got imported twice when your CRM system was updated, and the old entry didn't get marked as a duplicate. I've merged the two records together so now you've got one account with all the delivery and call data in one place. The brain pulls live from your CRM, so if there's ever another duplicate it'll sort itself on the next refresh. Have a look and let me know if that's fixed it for you? Thanks, Bethan
status_change · Bethan Lister 7 May 2024 11:08
status_change · 11 May 2024 23:59

Helpdeskmade from

BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Brain is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the brain is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask Brain in the header. Type a question, or pick one of the examples.

Search the brain finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
Ask Claude copies your question and opens the B-Brain Claude Project, where Claude answers from the same data using the B-Brain tools and cites the pages it used.

The site itself does not call an AI model; answers in Claude come from the same figures you see here.

What the data covers

Data	Records
Organisations	150
People at customers	573
BB-Demo staff	48
Calls	1,382
Email threads	2,122
Support tickets	789
Documents	850
Deals	217
Invoices	187
Events	49
News items	84

Data as of Fri 9 Oct 2026. Text marked AI was written by the brain from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BB-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Brain is the tool that reads its data.

Who to contact

Email support@b-brain.example or talk to your B-Brain account team. Tell us the page address and what looked wrong; a screenshot helps.

Help Ask B