Ability to handle a person record with multiple email addresses
planned
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Michael Humphrys
I am writing to propose an enhancement to Ortto's current system for managing person records. Presently, each person record is identified by a single email address. However, in many real-world scenarios, individuals may use multiple email addresses for various purposes (e.g. personal vs work). The current limitation necessitates creating separate person records for each email address, which can lead to fragmented data and challenges in maintaining a unified view of customer interactions.
Proposed Enhancement:
Implement functionality that allows multiple email addresses to be associated with a single person record. This feature would enable:
Unified Customer View: Consolidation of all interactions, activities, and communications under one person record, regardless of which email address was used.
Improved Data Management: Reduction of duplicate records and streamlined data management processes.
Enhanced Communication Flexibility: Ability to choose the most appropriate email address for specific communications, improving personalization and engagement.
Potential Implementation Considerations:
Primary Email Designation: Allow users to designate a primary email address for standard communications while maintaining secondary addresses for reference or specific use cases.
Email Address Verification: Implement verification processes for additional email addresses to ensure data accuracy and consent for communications.
Data Import and API Integration: Ensure that data import tools and APIs support the association of multiple email addresses with a single person record.
Benefits:
Comprehensive Customer Insights: A holistic view of customer interactions across all email addresses enhances analytics and decision-making.
Operational Efficiency: Streamlined records reduce administrative overhead and potential errors associated with managing multiple records for the same individual.
Improved Customer Experience: Personalized and consistent communication across all channels and email addresses associated with a customer.
I believe that this enhancement would significantly improve Ortto's functionality and better align it with the needs of businesses managing complex customer data. Thank you for considering this feature request. I am available for further discussion or to provide additional insights if needed.
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Peter Bartlett
Merged in a post:
send emails that not limited to the contact or lead record
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Vincent Shin
if a salesforce custom record has more than 1 contact email, i would like the ability to select a email any email field on the record.
Peter Bartlett
marked this post as
planned
Peter Bartlett
Hi Michael Humphrys, thanks for raising this. I can definitely see how customers having multiple email addresses is a common scenario and it would be helpful to have a way to represent this in Ortto as well.
The good news is that we already partly support this by using a secondary unique identifier.
You can find more details here - https://help.ortto.com/a-55-unique-identifiers#Set-a-secondary-field-for-an-identifier but in short, you set the main email address as your unique identifier, and then another email field as the secondary field to check. A customer could put their work email address in 1 field, and personal email address in the other. Then when any incoming data comes into Ortto, such as a capture widget being filled out, or a CSV import, we will match the incoming email address field against both the primary and secondary email fields for a match.
This ensures data for the same contact is grouped together in one contact, regardless of which of their email addresses was connected/used. All data sources will support the multiple email address unique identifier as well.
What this doesn't allow:
- Specifying which email address to use for sending certain communications, it all has to be through the primary email address.
- No specific way to enforce that the primary email is a work email, and secondary is personal or vice versa.
- No path for validating the secondary email addresses (e.g sending a confirmation email)
Leaving the request open, since those last points aren't covered, but with the unique identifer set up explained above, it will take care of part of what you are looking for.
Thanks