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Workflow & Automation: Data Governance – Contact Management (Merge, Delete, Inactive)
Authored by:
on 3/9/2023 1:34:00 PM

Introduction

Maintaining good data hygiene is an important activity that should be considered for any CRM. Creating a cadence for quarterly, semi-annual, or annual data governance should be considered. This article will cover the various data governance including:

  1. Management and monitor of duplicate contact records
  2. Identification of inactive donors
  3. Managing opt in list for email sending practices

When contacts have dependencies, CharityEngine allows for bulk deletion of contacts and dependent records such as transactions and activities though a data transformation.

Please Note:

    1. -Deleting transactions can be done easily when deleting contacts, however the decision to delete transactions should be review internally before doing so.
    2. -CharityEngine recommends avoiding the deletion of transactions processed through your payment gateway. Doing so may result in lost transactional record details.

Warning: Transforming data can cause irreversible changes to your database. Make sure you back up your data first.


Table of Contents

Prerequisites

  1. Consider data governance practices and frequency of review
  2. Prior to any data transformations, be sure to back up your data first
  3. Warning: Transforming data can cause irreversible changes to your database. Make sure you back up your data first.
  4. If your contact records have custom fields, please note, when using the match/merge feature on the Contacts listing screen, your custom fields will only maintain the surviving record's data point (i.e. record 1 contains custom field: Favorite Color = Yellow and record 2 contains custom field: Favorite Color = Blue, if the surviving record will be record 2, the Favorite Color = Blue)

Instructions: Updating Contact Records via the Transaction Listing Screen

Step 1: To identify transactional records in which contact information may be new to existing contact records, navigate to the Donations App > Transactions > Search & Manage > in the blue bar locate and click on New Info Alerts.
Step 2: Click on the orange circle icon to expose the New Contact Information Detected box
Step 3: From this view, the user can compare the Transaction Record and a comparison to the existing Contact Record which is already on file. 
Step 4: The user can then 
      1. UPDATE CONTACT: A pop-up box will then allow the user to update -
        1. Name - yes/no
        2. Birthday - yes/no
        3. Address - no changes, overwrite primary, add as primary (demote current), or add as secondary
        4. Phone - no changes, overwrite primary, add as primary (demote current), or add as secondary
        5. and/or Email - no changes, overwrite primary, add as primary (demote current), or add as secondary
        7. Click UPDATE to secure changes.
        8. Updates will provide a Sucess: Contact successfully updated
      2. REASSIGN CONTACT will a brand new contact ID within CharityEngine with the assigned contact information. 
      3. DISMISS will ignore the contact updates and remove from future assessments. 

Instructions: Updating/Merging Contact Records via the Contacts Listing Screen

Step 1: To identify transactional records in which contact information may be new to existing contact records, navigate to the Contacts App > Organizations & People > Search & Manage > locate More in the top right-hand corner > select Find Matches. Please wait while a match analysis is completed. 
NOTE: Your matching will be based upon the records presented on the listing screen. You can navigate to the bottom of the screen to expand your contact count to grouping of 10, 20, 50, 100, 500 contact records. The matching functionality will look for matches across your full database.  
Step 2: If any matches are located, a blue bar will provide a status of total matches. use the Click here in the blue bar to access the matches. This will present all matches identified. 
Step 3: Matched results will be presented with an orange exclamation point. To begin the review process, click on the orange exclamation point. 
Step 4: The original contact will be presented in the top left of the popup box. Potential matches will be presented to the right. 
The match presented will provide a percentage match rate along with the matches identified (i.e. name, phone number, address, etc.)
Step 5: Compare the matches to the original and select one or more by clicking on SELECT TO MERGE. Once selected, the value will reflect green and state SELECTED. Once you have completed your review, select MERGE SELECTED to initiate the merge process.
Note: to unselect, simply click on the green SELECTED to return to original state.
Step 6: In the pop-up, toggle to select specific demographic elements to be maintained on the record. Select MERGE NOW. 
Step 7: Confirm your selection by selecting OK
Step 8: You will receive a Success message. If an additional match is identified, you will be prompted for review.
 
Either continue to merge the existing record or select CLOSE to continue to review your remaining contacts. 

Instructions: Managing Duplicate Records

As a first step in data governance, it is important to evaluate and cleanse any duplicative contact records at the Person, Organization, and Household level. CharityEngine offers a variety of tools to assist the end user with identification of duplicate records while also allowing for systemic merging of multiple contact records.

To merge contacts that may not appear in De-Dupe People, use the Merge Contacts page

NOTE: The contacts may not match through De-Dupe People due to differing information. For example, one contact could have a nickname, or the contact may have been entered under another alias if the contact goes by a different name.

Step 1: Navigate to the Automation & Workflow App > Contacts > Merge Contacts 

Step 2: Click on the Search button to search for your contacts

Step 3: Enter the information for the contact and select search

Step 4: Once the search is complete, click the select button to select the contact

Step 5: If the contact that was found is not the correct contact, click search again to enter more information to find the correct contact.

Step 6: Once the contact has been selected, it will appear under Contact # 1. Now search for the second contact by clicking Search under Contact # 2.

Step 7: To merge the contacts, click on Merge and Keep for the contact that will be the Master Contact. By selecting contact # 1, all of the information will remain for contact one and the information from contact # 2 will be merged over.

NOTE: Merging the contacts is irreversible. Prior to merging the contacts, please ensure the contacts selected are the correct contacts. If Contact # 1 is selected as the master, Contact # 2 will no longer exist and will not be able to be found unless a new contact is created. A reminder will appear to confirm that you are sure of this action.

Step 8: When the contacts have been merged, a blue bar will appear at the top of the screen. There will be a link to view the new contact that contains the merged information.

Step 9: The link will lead you to the contact page. Any information that was on Contact # 2 will now appear under this contact. For example, the address for Contact #1 and Contact #2 were different. Both of these addresses will now appear.

Step 10: To see your merge history, navigate to the Automation & Workflow App > Contacts > Merge History

Step 11: You will be able to see what contacts were updated, who updated the contact, and when it was updated

Data Governance: Identification of Inactive Contact Records

Once you have completed a review of duplicate and record merging, identification of inactive records can create downstream benefits including email deliverability. CharityEngine offers a flag to maintain contact records while flagging as Inactive. The presence of an Inactive flag will systemically suppress communication campaigns.

Step 1: To access this flag, navigate to Contacts App > Organizations & People > Search & Manage > locate contact ID > Action > Manage > EDIT (top right) > General tab > Active = No > SAVE

Note:

      1. -Contact records identified as ‘Inactive’ will systemically be suppressed for email, mail, SMS campaign sends
      2. -Contact records identified as ‘Inactive’ can be easily identified in the Search feature – simply select Active = No to expose all inactive records
      3. -Contacts assigned as Inactive will remain available to account and will be included total database contact counts


Data Governance: Deleting Contacts from the Contact Listing Screen

An organization may also find the necessity to delete inactive and significantly dated contact records. This can be achieved easily within CharityEngine through the Contact Listing Screen. In addition, CharityEngine will also identify any dependencies (i.e. transactions, opportunities, relationships) and guide the end user through the dependency and required action.

The following steps are suited for a small number of records requiring management. If you require a bulk deletion of several contact, read the next section of this article for data transformation capabilities.

Step 1: Navigate to Contacts App > Organization & People > Search & Manage > use the filters to identify one or more contact records requiring deletion
Step 2: Select record(s) you wish to delete with Checkmark then select the Drop-Down Arrow to expose the option to Delete Selected or Delete All

Note: You must be in the Summary view to expose the check box and the drop-down arrow options. 
Step 3: Determine Dependency Action > CHANGE
    1. Skip no action taken
    2. Change Contact merge the dependency actions to one record (select contact record once this option is selected)
    3. Delete contact records
      1. Note: Bulk deletion action is not available for contacts that contain dependencies; contact record will need to be managed individually (using Delete Selected) 
Step 4: Review success message for action taken

Note: 
      1. Bulk deletion action is not available for contacts that contain dependencies; contact record will need to be managed individually (using Delete Selected)
      2. Deleted records will be available to the user via the Recycle Bin if record needs to be restored

Data Governance: Deleting Contacts in Bulk with a Query

An organization may also find the necessity to delete a large volume of inactive and significantly dated contact records. This can be achieved in CharityEngine through the Automation & Workflow app through the Data Transformation Tool. To complete this data transformation, start with a query to identify all targeted Contact IDs and then proceed to the Bulk Delete feature.

Step 1: To identify your population via a query, navigate to Workflow & Automation App > General > Queries > Create New
Step 2: Select Filter: Contacts (database) and Select: Contacts > CONTINUE.

Step 3: Within Contact, double click or drag and drop Id in the SELECT box
      1. Note: This is the minimum required field, users can add additional fields as needed for display.
Step 4: In this example, the target population for bulk deletion will be any contact who has not donated since 2018.
      1. Within Giving History, double click or drag and drop Most Recent Transaction Date into the FILTER block.
      2. Within the FILTER, leverage the Formula (beaker icon) select Year > Greater Than > 2018
Step 5: Click ►RUN to display all contact IDs who have not donated since 2018

Step 6: Click SAVE > Enter Name > Click SAVE & CLOSE

Step 7: You will be returned to the Query Listing Screen. Locate your query and navigate to ACTIONS > Bulk Delete

Step 8: You will be navigated to the Data Transformation Job workflow. Select Type: Bulk Delete from the dropdown > NEXT.

Step 9: Select
      1. Object: Contacts
      2. Data Source Type: Query
      3. Data Source: drop down to locate your query
      4. Id Field: Contact.Id (the field which will be used as the primary key for deletion identification)
      5. Select NEXT

Step 10: To initiate your deletion, complete two required fields – all other fields are optional for update/adjustment
      1. Add Name for your data job
      2. OTHER SETTINGS > Delete Dependency Action: Delete
      3. Note: This will delete all dependencies (i.e. relationships, transactions, opportunities)
        1. Click NEXT



Step 11: Confirm the data job and click FINISH to initiate the bulk deletion
      1. -Once the job is complete, a notification will be sent to the Send Notifications identified; jobs can also be managed by accessing Automation & Workflow App > Workflow > Transformation  

Data Governance: Deleting Contacts in Bulk with a File Upload

You can also create a data job transformation without creating a query, but instead uploading an independent file with the contacts you wish to delete.

Step 1: Navigate to Automation & Workflow App > Workflow > Transformations > Create New

Step 2: Select Type: Bulk Delete > NEXT



Step 3: Select
      1. Object: Contacts
      2. Data Source Type: File
        1. Select File
      3. Select NEXT


Step 4: To initiate your deletion, complete two required fields – all other fields are optional for update/adjustment
      1. -Add Name for your data job
      2. -OTHER SETTINGS > Delete Dependency Action: Delete
      3. -Note: This will delete all dependencies (i.e. relationships, transactions, opportunities)
Click NEXT


Step 5: Confirm the data job and click FINISH to initiate the bulk deletion
        1. -Once the job is complete, a notification will be sent to the Send Notifications identified; jobs can also be managed by accessing Automation & Workflow App > Workflow > Transformation  


FAQs & Further Reading

Q. What are the steps for evaluating inactive sustainers?
A. Read our article here for managing inactive sustainer accounts. 

Q. How do I best manage duplicate contact records?
A. Read our article here for managing duplicate contact records. 

Q. Are there other methods to identify the New Info Alerts?
A. Yes - there are a few methods, including that outlined above. You can also access the New Info Alerts by accessing:
  1. the Donations App > Transactions > Search & Manage > More > 

  3. alternatively, access the Donations App > Transactions > Search & Manage > Advanced Filter > Advanced tab > New Info = yes > APPLY



Q. Is there contact matching logic to care for duplicate contact records?
A. Yes. Please read our article here for more on our robust contact matching and merge functionality. 

Q. My contact records contain custom fields. What is the best practice if I want to maintain the record and history of this information when merging?
A. If you wish to maintain the custom field values, we recommend exporting your custom field details prior to merging. If you wish to override the surviving record with the prior custom field value, you can append the data point or choose to append as a note to the surviving record. Both can be accomplished through an Import action.


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