Correcting invalid email addresses in CRM creating duplicates

[Sarah_Lundy1]

Hi,

Our client instance is fed from a bespoke CRM API.

Emails that are invalid and consequently corrected by the client by their branch receptionists happens straight into the CRM. These corrections are causing duplicates to happen in Marketo.

Can anyone suggest a fix for this please - as if we correct the email address straight into Marketo this again causes a duplicate by the API then creating a new lead on the overnight update.

Thanks

Sarah

[Grégoire_Miche2]

Hi Sarah,

This probably means that the API has not be well implemented as it's only using the email address and a Unique ID. It should also use another field, "CRM ID", which value would not change when the email address is updated and would enable you to update the lead instead of creating a new one.

there is no much of a fix we can provide, as anyway the key of all solutions would be to identify the existing leads in a way that is independent from the email address

-Greg

[Sarah_Lundy1]

Hi,

Yes, we have recommended this change be implemented using the customer account numbers. thanks for your input - I'm now going to look at implementing a CRM ID too.

Thanks

Sarah