Duplicate customer records in database
Ticketclosed
Marchbank Couriers: documents · Duplicate customer records in database
Calum Sneddon reported duplicate customer records in the brain on 2 Oct 2024. Bethan Lister diagnosed them as coming from the source CRM, not the brain, and guided Calum to clean up the CRM and re-sync the connector.
What happened
What this says
Current to 12 Oct 26Calum Sneddon reported duplicate customer records in the brain on 2 Oct 2024. Bethan Lister diagnosed them as coming from the source CRM, not the brain, and guided Calum to clean up the CRM and re-sync the connector.
Problem: On 2 Oct 2024, Calum Sneddon reported that duplicate customer records were appearing in the brain, with the same contact appearing twice with slightly different data, causing problems in team queries.
Handling: Bethan Lister responded within 51 minutes. Her internal note identified that the duplicates were coming from the CRM source, where the same contact ID was being synced twice, a sync issue on the customer's side. She guided Calum to check the CRM for duplicate contacts, clean them up, and run a fresh sync on the connector. The ticket was solved the same day.
Watch: The diagnosis correctly identified the root cause as upstream CRM configuration, not a brain defect. This prevented false churn signals if the customer had blamed the brain for duplicates.
Details
Updated 9 Oct 26Trail
public_reply · Calum Sneddon 2 Oct 2024 10:24We've noticed duplicates in the customer data. Same people appearing more than once.- internal_note · Bethan Lister 2 Oct 2024 11:14Checked the raw data. Duplicates are coming from the CRM source, same contact ID synced twice. Looks like a sync issue on their side, not the brain. Will advise customer to check CRM and re-sync connector.
- created · Calum Sneddon 2 Oct 2024 14:30We're seeing duplicate records for some customers in the brain. Same contact appearing twice with slightly different data. This is causing problems when our team runs queries. Can you help us clean this up?
- public_reply · Bethan Lister 2 Oct 2024 15:21Hi Calum, I've looked into the duplicates. They're coming from your CRM. It looks like the same contact record is being synced more than once. Can you check your CRM for duplicate contacts? Once you've cleaned those up, try running a fresh sync on the connector and the brain will pull the clean data.
- status_change · 6 Oct 2024 23:59