Best Practices dictate that when you are made aware of address, phone, or email changes to a constituent record, you should immediately make the necessary changes within Personify. In some instances, immediate updating of records is impossible but should occur as quickly as time allows.
Due to the potential “lag” time that may occur with record updates and the various methods of obtaining updates, it is necessary to include comments on the constituent record. These comments should include:
- what you updated
- why you made the update
- the date you received the update
- how you obtained the new information
- your Perosnify360® username
For example, Mary in Member Services receives an updated bill-to and mailing address for Dr. Smith. Mary should make the changes to the address directly in CRM360®, linking the new address, and add a comment.
“Dr. Smith emailed member services to change his bill-to and mailing address due to new employment as of today (6/15/2021).”
These comments need to document what and why we make changes and must be visible to all Personify360® users that may access the record. Additionally, when you make updates to a record, you should check previous comments regarding updates to a record before making additional changes.
Using the List feature within the Constituent Preferences section of the CRM360® record ensures that both AOA & onboard affiliate staff access this information.