Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Email connects to many customers

  • 1.  Email connects to many customers

    Posted Jun 24, 2020 06:34 AM
    In Dynamics 365 we receive emails from customers. Most of our customers are registered with email address so the email connects to the customer and we see the email in the customer's Social pane.
    The problem is that there are some customers thast use the same email address. That can be personal customers and their company use the same email address. We don't know if the email is an issue for the person or for his company. Dynamics connects the email to both the person's and the company's Social pane.
    That connecting the email to many customers is our problem.

    So I ask: Have any solved this issue and how?


    Bjornar Hallset
    SpareBank 1 Hallingdal Valdres

  • 2.  RE: Email connects to many customers

    Posted Jul 21, 2020 03:35 PM
    Funny! no one has no answer ?

    Bjornar Hallset
    SpareBank 1 Hallingdal Valdres

  • 3.  RE: Email connects to many customers

    Posted Jul 22, 2020 04:18 AM
    @Bjornar Hallset - I recall reading this post a few weeks ago and shaking my head.
    Your problem is behaviour: People are submitting issues for two different organizations (themselves and their employer) with the same email - correct?
    If it is for themselves, you should get them to use their personal email address.
    In fact, as a general rule for a bank, IMO, you should not allow individuals to use work emails at all - these have no privacy.

    Donal McCarthy
    Digital Marketing Administrator

  • 4.  RE: Email connects to many customers

    Posted Jul 22, 2020 06:16 AM

    We looked into a similar issue where any email linked to a record that has a parent, then the email gets linked to the parent as well.  No way we could see to stop this.

    We were advised by Microsoft to filter out those emails in Activities view so we can then only see the 'true' emails for each record.

  • 5.  RE: Email connects to many customers

    Posted Jul 22, 2020 10:11 AM
    @Bjornar Hallset - We also run into the same issue where small businesses use their personal email address to be contacted.  We also had some staff using their work email as their personal contact email.  As @Donal McCarthy​ said this is really a behavior issue on the part of the customer and/or staff.  We have a plan in place now for our staff where we will not accept work email as their personal email contact; however, it is difficult to get all customers on board to use 2 email addresses - especially if they are the only employee at the company. That being said, it would be nice if there was an option to choose the record(s) that an email should be associated with.  Would love to hear if you come up with a solution for this! ​

    Diane Taylor
    Manager Implementation and Adoption
    Synergy Credit Union
    Lloydminster SK

  • 6.  RE: Email connects to many customers

    Posted Jul 23, 2020 01:56 AM
    Hi Bjornar,

    Auto tracking, while nice in theory, is problematic for all the reasons mentioned in this thread. In addition, internal users who use their work email address on their contact (maybe they are customers as well), get all their work related emails tracked to their contact record.

    You can't force customers to use a specific email address. Nice idea but completely impractical and doesn't make for good customer service. You also have families that share email addresses.

    You didn't say if you were using exchange synchronisation, email router, outlook add in or app for outlook.

    When we used the outlook add in, we had emails that would track to up to 20 records because the email address used was an authorised representative, and we couldn't change that. So we ended up doing two things.

    1. Use a custom email address field for Account to prevent auto tracking (this was way back when we had CRM 2011 on premise)
    2. Write our own outlook add in to track emails so we could control how it tracked. Our rules are simple - if it finds one instance of an email address it will auto resolve, but if not, the user has resolve manually.

    Ultimately a bit more work internally, but better data.

    Of course this doesn't solve the problem if you have exchange synchronisation or use the email router.

    Richard Bilski
    Orbis Investment Advisory Pty Ltd
    Sydney Australia

If you've found this thread useful, dive deeper into User Group community content by role