Hey Adam, this is intended behavior. You’ll want to ensure all contacts across any shared domain accounts are fully up to date and accurate on your CRM/CSP that’s connected to Staircase so that the system will switch from a ‘domain sync’ to a ‘contact sync’ for those records. Contacts will need to be maintained moving forward on CRM/CSP to ensure any new stakeholders across that domain will be picked up by Staircase. We can go over this in our next sync if needed.
@StairKate that would be fantastic, maybe I’ve misunderstood the config here. Thank you!
+1: Our org works with partners and resellers who are legitimate contacts across multiple accounts. While we understand the intended behavior, it would be extremely helpful to have the option to allow these contacts, rather than flagging these accounts as sync issues when we can’t resolve in Staircase without compromising data integrity.
Hey Molly, while Staircase won’t allow the same email domain across multiple accounts, you can have the same contact across multiple accounts. However, with partners, it’s often tough to route those as they typically don’t include both vendor and client on the same communication. For partner accounts, we recommend adding the partner to ST as if they were a customer and routing all partner<>vendor comms there for analysis and letting the human-in-the-loop identify which account the insight/event/risk belongs to.
But as long as they are contacts on the record on your CRM, they will be brought in as a stakeholder to those accounts they are associated with in Staircase.
Thanks!
@StairKate When you say “letting the human-in-the-loop identify which account the insight/event/risk belongs to”, how would they go about doing that?
@heather_hansen by using the context of the communication to understand which customer the risk or opp may be referencing.
Thanks, @StairKate! With that in mind, how does Staircase ensure that insights are being attributed to the correct account?
While I realize this might not be a frequent occurrence, it could happen, and when it does, there’s no clear way to validate or correct the account association from within Staircase. If the system misattributes an insight based on limited context or defaults to the wrong account, that introduces inaccuracies not only in the Staircase, but also in any downstream CS metrics (ldashboard, health scores, CTA logic, etc.,) that depend on that data.
Is there any way to confirm how account attribution is determined in these shared contact scenarios? And if an error does occur, what options, if any, exist for reconciling or rerouting the insight to the correct account?
Unless I am missing something, it feels like there’s a visibility and control gap when these exceptions happen, which could have a real impact on the quality of our data and insights.
Hi Molly,
Thanks for the reply and great questions!
Staircase does its best effort to ensure comms are correctly routed for shared contacts but that can sometimes be tricky if there isn’t enough info on the email for Staircase to use. The best practice is to ensure there is always a unique-to-that-account stakeholder also on the comm with the shared stakeholder so it’s correctly routed. Otherwise, you will run the risk of some comms being assigned to the wrong account. This is why our best practice recommendation is to create a partner “customer” account in ST and send all that comms to that single pane view.
Hope this helps!
Kate
