Duplicate Customer Records in Search

Ticketclosed

Dunholm Precision: documents · Duplicate Customer Records in Search

CRM creating duplicate customer records with same email but different company names when records are updated. Escalated to product team for ingestion rule adjustment.

Priority urgent

made from

What happened

What this says

Current to 11 Oct 26

CRM creating duplicate customer records with same email but different company names when records are updated. Escalated to product team for ingestion rule adjustment.

Problem: Duplicate customer records appearing in search when company names are updated in CRM. Same email address but slightly different company name creates confusion.

Handling: Support Engineer Bethan Lister requested examples and traced issue to CRM sync logic, escalating to Head of Platform Ewan Pryce for product-level fix to ingestion rules.

Watch: Customer indicated this has been a recurring headache during reviews, so root cause fix needed to prevent future duplicates.

AI · claude-haiku-4-5-20251001 · 11 Oct 2026

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Details

Updated 9 Oct 26

Priorityurgent

Statusclosed

Categorydata_quality

Channelemail

First response (min)60

CSAT5

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created · Jas Dhillon 9 Apr 2026 08:45
We're seeing duplicate records in our customer data. Some customers have two entries in the brain with slightly different names, same email address but the company name varies slightly. This is causing confusion when we search for a customer. Can you help us identify what's happening?
public_reply · Bethan Lister 9 Apr 2026 09:45
Hi Jas, just so I've got this right, you're seeing duplicate customer records where the email is the same but the company name differs slightly. Can you share a couple of examples? That'll help me find where the duplicates are coming from. Thanks, Bethan
public_reply · Jas Dhillon 9 Apr 2026 10:53
Yes, exactly. Looking at them, they seem to come from our CRM system. When a customer updates their details, say they add 'Ltd' to their company name, it creates a whole new record in the brain instead of updating the existing one. My team has noticed this a few times and it's been a headache during customer reviews.
internal_note · Bethan Lister 9 Apr 2026 13:02
Reviewed sync logs. CRM creating new records instead of updating when customer names change. Escalated to Ewan, ingestion rules may need adjustment.
status_change · Bethan Lister 13 Apr 2026 14:04
status_change · 17 Apr 2026 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	75
People at customers	290
BB-Demo staff	40
Calls	784
Email threads	1,169
Support tickets	449
Documents	477
Deals	117
Invoices	101
Events	49
News items	56

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.

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