Customer record inconsistency between systems
Ticketclosed
Brimscombe Energy · Customer record inconsistency between systems
Siân reports mismatches between CRM and bills system contact data for customer records; brain shows outdated bills data instead of recent CRM updates. Complaints team cannot reconcile properly. Root cause: CRM connector hadn't reindexed recently. Olivia refreshes both connectors.
What happened
What this says
Current to 13 Oct 26Siân reports mismatches between CRM and bills system contact data for customer records; brain shows outdated bills data instead of recent CRM updates. Complaints team cannot reconcile properly. Root cause: CRM connector hadn't reindexed recently. Olivia refreshes both connectors.
Operational impact on complaints process. Siân needs current customer contact data for complaint resolution; outdated information creates risk of customer service failures.
Problem: First response extremely delayed (495 minutes, over 8 hours) for an issue affecting critical operations. Root cause was stale CRM snapshot.
Handling: Olivia correctly identifies the issue (connector not recently reindexed), runs fresh pulls of both connectors, and explains the next automatic refresh will bring updates.
Details
Updated 9 Oct 26Trail
created · Siân Pritchard 25 Jun 2025 08:30We're finding inconsistencies when we look up the same customer across our systems through the brain. One account shows different primary contact names depending on whether the data comes from the CRM or the bills system - and the brain seems to be pulling from one source rather than showing a combined view. Our complaints team uses the brain to verify a customer's details match what we have on file, and if the brain is showing outdated information, we can't reconcile properly. What does the record say for customer contact data - should the brain be showing the most recent version from the CRM?- public_reply · Olivia Grant 25 Jun 2025 16:45Thanks for raising this. I can see how critical that is for your complaints process. Just to confirm: are we talking about customer contact details specifically - names, phone numbers, that sort of thing? And you're seeing the brain pull from one system rather than another? Which fields are showing the discrepancies? If you can give me a couple of example account IDs I'll trace the data.
- public_reply · Siân Pritchard 26 Jun 2025 10:34Yes, exactly. Three of our larger accounts have different primary contact names - the CRM has updated versions from our recent calls with customers, but the bills system still has the old details. The brain's showing the bills system version, which means our complaints advisors are getting outdated contact information. Can't have that when we're trying to resolve a complaint. Once you've fixed it, will the brain automatically pick up the newer CRM versions on the next refresh?
- public_reply · Olivia Grant 30 Jun 2025 13:57Good news. The issue was that the CRM connector hadn't reindexed recently, so the brain was showing an outdated snapshot. I've run a fresh pull of both the CRM and bills connectors and they're now current. Your next automatic overnight refresh will bring in any new changes from both systems. Can you try querying those three accounts again? You should now see the updated contact details from the CRM.
- status_change · 4 Jul 2025 23:59