+14Staircase Admins should have the ability to reparent incorrectly associated Insights to the correct account if needed.
Our Use Case - our customers frequently work with partners, and one of the partner emails was incorrectly associated with a customer. As an admin, I’d like to be able to go into that insight and move it to the correct account instead.
100%!
This was one of the potential problems we flagged during onboarding.
Going one step further, it would be great if we can have a view with all insights associated with more than one record (Company person >1) where we can either “confirm” the entry as valid to that customer or reparent to the correct one
FYI
+3
Because of the fact that they can work with multiple customers, we’ve removed their email domains from each customer record and will be treating each as their own company.
I could imagine benefits one way or the other with this though.
+14
Hi team, my recommendation would be to run through the data hygiene on CRM/CSP so that insight aren’t incorrectly assigned - let’s solve for the root of the issue rather than the symptom! :)
Hi team, my recommendation would be to run through the data hygiene on CRM/CSP so that insight aren’t incorrectly assigned - let’s solve for the root of the issue rather than the symptom! :)
In case it wasn’t clear, the issue isn't a misalignment of contacts with the wrong Company; rather, the same contact is (correctly) associated with multiple Company records; a many-to-one relationship between Company Person and Person.
Ah, I see. Yes, in those cases, you may see some comms mis-routed if there aren’t enough unique stakeholders on the comm for Staircase to match with certainty to the right parent account. Where ever possible, try to ensure at least 1-2 unique stakeholders are on the comm for better routing.
Typically, we recommend rolling up just to the parent for these types of accounts but if you need the child level breakdown, we’ll have to have some level of acceptance for mis-routed comms. We don’t currently have a mechanism to re-route them in the UI.
Appreciate the clarification!
+2+1000, one of the biggest gaps right now is the lack of transparency into where insights are coming from. On top of this, Staircase isn’t configured to seamlessly accommodate the common occurrence of partner/reseller relationships, and when it misroutes an insight, there’s no way for admins to readily identify these or reparent the insight to ensure accuracy. So, we’re stuck with the possibility of inaccurate data feeding into our CSMs’ workflows. That’s a real risk to the customer experience and undermines the trust in the tool.
Giving admins the ability to reparent insights would be a meaningful step towards addressing these gaps.
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