Dealing With Duplicates
Here's a common issue organizations face:
I made a donation to your organization last month and I want to donate again. I’ve filled out half of your donation form before I noticed the log-in link at the top of the page. Oh well; I’m not going to stop now, I’ll just finish what I’ve started.
I fill out the form and submit my donation. Now I’m in your database twice.
When you first begin using an online system for automating your organization’s fundraising efforts you will sometimes find duplicate records of constituents in your database. These are often referred to as “duplicate accounts”. The processes and procedures for consolidating these records is called “duplicate management”, and it is a part of every constituent relationship management system. Before integrating your NeonCRM with your current website, it’s advisable that you research NeonCRM’s methods for duplicate management and to allocate appropriate time for scanning your database for duplicate records. Habitually merging duplicate accounts at frequent intervals allows you to avoid duplicate mailings and appeals, keep your reports accurate, and provide your constituents with a history of their interactions with your organization.
While duplicate management is a responsibility of any CRM administrator, it’s ideal to keep the number of duplicates at a minimum. The best way to accomplish this is to strongly encourage your constituents to log into their NeonCRM account, and you can do this in a variety of interesting and creative ways.
One of the best methods for accomplishing this is to encourage them to create a login name and password for themselves. You have the ability to include a special token in email campaigns that, upon being clicked, will allow that constituent to go to a webpage and choose a log-in name and password. Once they do that, they’ll automatically be logged into their account and can interact with your organization’s log-in portal.
Before you send out that email, configure your Login Portal Message. This is the message your customers see immediately after they log in, and it supports images, streaming video, and any other type of web content you can think of. It’s a good idea to greet returning constituents with a personal message thanking them for returning to your organization and some instructions for navigating around the log-in portal area. Creating an engaging and personalized login message incentivizes the experience and will encourage them to do so in the future. By editing the login portal message, you can inform them about the options NeonCRM provides for updating their address, setting up a recurring donation, subscribing to email lists, renewing their membership, or otherwise. You can also adjust the constituent dropdown menu to create your own customized dropdown items. Utilizing these methods will give your constituency an engaging and interactive log-in experience.
While not enabled by default, you can enable the Auto-Authentication feature. This authentication email token appends special parameters to the end of any links that are included in your email blasts. If a client clicks on a NeonCRM link from an email, they’ll be automatically logged in after clicking on that link and can complete filling out the appropriate form.
Allow your supporters to log in from your online forms. Your customers should not have to hunt for the login link. If you truly want to encourage them to log in, it should be clearly displayed in your website template. This allows your constituents to access it at any time from any page of your website.
There are two ways that you can add a prompt to your online forms for constituents to log in to existing accounts before proceeding.
Enable the Encouraged Log In Setting (recommended)
When this setting is enabled on a form, clicking on it will cause a login prompt window to appear:
An additional link appears on the form itself so that if a constituent closes the window without logging in, they can click the link to re-open the window and log in anyway.
To enable this setting, go to Global Settings cog > Global Settings > Encouraged Log In.
Create Your Own Login Prompt
You can also manually add a link to your online forms that prompts them to log in.
Publicize incentives for log-in. This can be done in emails or on your website. Offer discounts on items for logged-in accounts. For membership organizations, consider making your membership renewal fees less than your join fees. This encourages your constituents to log in to renew their membership at a lower rate before their membership term expires. Learn more about event and membership discounts.
As stated before, it will always be the case where some duplicate management will be required, but encouraging your customers to log in lessens your organization’s workload and provides your constituency an engaging and convenient medium with which to interact with your organization.