{"id":28306,"date":"2024-08-05T15:27:58","date_gmt":"2024-08-05T13:27:58","guid":{"rendered":"https:\/\/my-iam.com\/?p=28306"},"modified":"2024-08-19T15:30:28","modified_gmt":"2024-08-19T13:30:28","slug":"avoid-duplicate-contacts-without-central-contact-management","status":"publish","type":"post","link":"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/","title":{"rendered":"Avoid duplicate contacts &#8211; Without central contact management"},"content":{"rendered":"<p><strong>Central contact management<\/strong>\u00a0is a great idea, but it\u2019s often difficult to achieve in practice. What if everyone could keep <strong>using their preferred systems while still avoiding the hassle of duplicate contact entries?<\/strong><\/p>\n<p>Duplicate contact management isn\u2019t just a problem within the same tool (e.g., CRM); it often spans across different systems, each with its own purpose and user base, like M365, CRM, and ERP. As digitalization progresses, the way we maintain identity data and contacts is evolving. Some systems seamlessly share contact information, while others don&#8217;t, leading to inconsistencies and the need for manual updates.<\/p>\n<p><strong>The aim of this article<\/strong> is to present a solution for avoiding duplicate contact maintenance &#8211; an alternative approach to decentralized maintenance.<\/p>\n<p>Duplicate identities exist within a system but <strong>also across system boundaries<\/strong>.<br \/>\nCan duplicate contact maintenance be avoided?<\/p>\n\n<p>&nbsp;<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 counter-hierarchy ez-toc-counter ez-toc-white ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Index<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/#Why_centralized_contact_management\" >Why centralized contact management?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/#Dual_identity_management_%E2%80%93_what_does_that_mean\" >Dual identity management &#8211; what does that mean?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/#What_problems_arise_from_double_contacts\" >What problems arise from double contacts?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/#Double_contact_maintenance_within_a_system_%E2%80%93_what_are_the_consequences\" >Double contact maintenance within a system &#8211; what are the consequences?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/#Duplicate_identities_in_multiple_systems_%E2%80%93_who_is_responsible\" >Duplicate identities in multiple systems &#8211; who is responsible?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/#What_are_the_negative_effects_of_dual_care\" >What are the negative effects of dual care?<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/#Centralized_contact_management_%E2%80%93_solution_or_outdated_strategy\" >Centralized contact management &#8211; solution or outdated strategy?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/#Strategy_for_2025_Decentralized_sources_distributed_management_%E2%80%93_is_that_possible\" >Strategy for 2025: Decentralized sources, distributed management &#8211; is that possible?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/#Conclusion\" >Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Why_centralized_contact_management\"><\/span>Why centralized contact management?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Introducing a centralized contact management system goes hand in hand with the desire to maintain control over the data.<\/p>\n<p>One goal is certainly to establish a standardized process for recording and storing data.<\/p>\n<p>However, the second and often primary goal is to avoid duplicates. Duplicates can cause confusion, appear identical yet differ in subtle ways, and if one contact is deleted, the other might still remain. Most importantly, managing duplicates requires double the effort, whether within the same system or across different ones.<\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-28386 size-full\" title=\"Duplicate identities in different systems - Without central contact management\" src=\"https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Duplicate-identites-in-different-systems.png\" alt=\"\" width=\"2043\" height=\"1234\" srcset=\"https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Duplicate-identites-in-different-systems.png 2043w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Duplicate-identites-in-different-systems-300x181.png 300w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Duplicate-identites-in-different-systems-1024x619.png 1024w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Duplicate-identites-in-different-systems-768x464.png 768w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Duplicate-identites-in-different-systems-1536x928.png 1536w\" sizes=\"(max-width: 2043px) 100vw, 2043px\" \/><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Dual_identity_management_%E2%80%93_what_does_that_mean\"><\/span>Dual identity management &#8211; what does that mean?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The question can be answered in two ways. In most cases, the duplicate creation of a contact within a system (often CRM) is meant. We will leave this \u2018internal problem\u2019 of centralized contact management aside here &#8211; duplicates within a system are easier to track down.<\/p>\n<p>However, large organizations use a variety of systems that store personal data for different purposes.<\/p>\n<p>It is often the case that different departments record the same identity data. These can be suppliers, customers, partners, but also internal and external employees.<\/p>\n<p>Examples:<\/p>\n<ul>\n<li>An HR system (HR department) records internal employees who are on a payroll with extensive personal data.<\/li>\n<li>Entra ID and M365 (IT department) record internal and external employees for access and authorizations. In addition, employees, suppliers, customers and partners without M365 access can also be recorded as contacts<\/li>\n<li>A global address list (Central Services department) records internal and external employees to provide a telephone book and organizational data.<\/li>\n<li>A CRM system (sales department) records interested parties and customers, i.e. mostly external contacts, in order to provide customers with regular support.<\/li>\n<\/ul>\n<p>But what do you do if, for example, <a href=\"https:\/\/my-iam.com\/en\/case-study-peopleconnect-makes-contacts-from-crm-system-available-in-ms-teams\/\">CRM contacts<\/a> are to be made available in Microsoft Teams and there are also contacts there?<\/p>\n<p><img decoding=\"async\" class=\"wp-image-28384  aligncenter\" title=\"Overlapping identities and systems - Without central contact management\" src=\"https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Overlapping-of-identities-in-different-systems.png\" alt=\"\" width=\"1107\" height=\"690\" srcset=\"https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Overlapping-of-identities-in-different-systems.png 1980w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Overlapping-of-identities-in-different-systems-300x187.png 300w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Overlapping-of-identities-in-different-systems-1024x638.png 1024w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Overlapping-of-identities-in-different-systems-768x479.png 768w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Overlapping-of-identities-in-different-systems-1536x957.png 1536w\" sizes=\"(max-width: 1107px) 100vw, 1107px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>The illustration shows an example of the situation described above. Different departments use different systems. They use and sometimes maintain the same identities for different purposes.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"What_problems_arise_from_double_contacts\"><\/span>What problems arise from double contacts?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>There are two types of problems associated with the duplicate maintenance of identities:<\/p>\n<ul>\n<li>Problems <strong>within one system<\/strong>, i.e. classic duplicates, and<\/li>\n<li>Problems caused by <strong>duplication across different systems<\/strong>.<\/li>\n<\/ul>\n<p><strong>\u00a0<\/strong><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Double_contact_maintenance_within_a_system_%E2%80%93_what_are_the_consequences\"><\/span>Double contact maintenance within a system &#8211; what are the consequences?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The challenges within a system are usually organizational. CRM systems are created twice because<\/p>\n<ol>\n<li>Previously not searched whether the contact already exists<\/li>\n<li>A different spelling was used and duplicates were not recognized.<\/li>\n<\/ol>\n<p>The resulting practical problems are:<\/p>\n<ul>\n<li>Multiple approaches to the same contact by different employees<\/li>\n<li>Repeated contact without new information<\/li>\n<li>Two sales employees offer the same customer a similar product<\/li>\n<li>Same message to the customer via different channels (email, phone, social media)<\/li>\n<li>Uncoordinated follow-up after initial contact<\/li>\n<li>Repeated offer submission without reference to previous interactions<\/li>\n<li>Multiple customer surveys, feedback requests or duplicate invitations<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Duplicate_identities_in_multiple_systems_%E2%80%93_who_is_responsible\"><\/span>Duplicate identities in multiple systems &#8211; who is responsible?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>If two departments maintain the same data and have a linked process, the following problems arise:<\/p>\n<ul>\n<li>Duplicate creation costs multiple times and leads to different data quality<\/li>\n<li>Two different departments send the new employee or customer a welcome message after registration<\/li>\n<li>Overlapping communication between marketing, sales and customer service<\/li>\n<li>The new colleague cannot work: Account exists in HR, but not yet in IT<\/li>\n<li>Deletion: the contact is deleted in one system but still exists in the other<\/li>\n<li>Unclear responsibilities &#8211; is everyone responsible for data maintenance, a specific department, or ultimately no one?<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"What_are_the_negative_effects_of_dual_care\"><\/span>What are the negative effects of dual care?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The specific problems also result in specific negative effects. We will focus on four areas in the following.<\/p>\n<p><img decoding=\"async\" class=\"wp-image-28388  aligncenter\" title=\"Negative effects of dual contact management\" src=\"https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Negative-effects-of-dual-identity-maintenance.png\" alt=\"\" width=\"917\" height=\"535\" srcset=\"https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Negative-effects-of-dual-identity-maintenance.png 1980w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Negative-effects-of-dual-identity-maintenance-300x175.png 300w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Negative-effects-of-dual-identity-maintenance-1024x597.png 1024w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Negative-effects-of-dual-identity-maintenance-768x448.png 768w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Negative-effects-of-dual-identity-maintenance-1536x896.png 1536w\" sizes=\"(max-width: 917px) 100vw, 917px\" \/><\/p>\n<p>The <strong>impact on customer relationships<\/strong> is negative when duplicate actions result from duplicate contacts. At the very least, this makes an unprofessional impression.<\/p>\n<p>The <strong>administrative effort<\/strong> and therefore the costs are also doubled when duplicate identities are maintained. Or even higher, the more systems have the same content.<\/p>\n<p>For<strong> data protection (GDPR)<\/strong>, all systems must be recorded separately, and the data updated in the event of changes &#8211; promptly, of course.<\/p>\n<p>Effects on authorizations (Entra ID) or personnel issues (HR system) are asynchronous. This can also<strong> lead to legal and security risks.<\/strong><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Centralized_contact_management_%E2%80%93_solution_or_outdated_strategy\"><\/span>Centralized contact management &#8211; solution or outdated strategy?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The myth of centralized contact management in just one system is still widespread today &#8211; mostly in the CRM context. The wishful thinking that HR employees maintain IT systems does not usually materialize. It is just as unlikely that IT will want HR to control their authorizations. CRM systems for sales employees, on the other hand, generally contain neither authorization groups (IT) nor employee cost centers.<\/p>\n<p>A centralized system for one use case makes sense &#8211; this applies in particular to CRM and customer management. If there are several systems for the same or similar purposes, consolidation always makes sense. There are various success stories here.<\/p>\n<p>But how centralized can such a system be in an overarching context, i.e. from the perspective of the company as a whole?<\/p>\n<p>An overarching solution is always desirable. However, as described in \u2018Duplicate identities in multiple systems &#8211; who is responsible?\u2019, the question of responsibility and the ability to compromise always arises if only one centralized system is in use&#8230;<\/p>\n<p>&#8230;and this is where the centralized contact management approach regularly fails in practice.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Strategy_for_2025_Decentralized_sources_distributed_management_%E2%80%93_is_that_possible\"><\/span>Strategy for 2025: Decentralized sources, distributed management &#8211; is that possible?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The dispute over the true and central system can hardly be resolved. Why should it be? They all have their functions and reasons to exist.<br \/>\nYou can do it without central contact management.<\/p>\n<p>What if <strong>different sources coexist<\/strong> (Entra\/M365, HR, CRM, AD via <a href=\"https:\/\/www.firstware.com\/en\/\">IDM-Portal<\/a>, etc.) and transmit data to a central, very fast system? Each system can decide which data it sends.<\/p>\n<p>This central system is called <a href=\"https:\/\/my-iam.com\/en\/realidentity\/\">my-IAM RealIdentity<\/a> and has been designed precisely for digital identity management. Digitalization here means <strong>managing identities across system boundaries.<\/strong> RealIdentity recognizes when an identity is created twice &#8211; and that&#8217;s basically ok!<\/p>\n<p>Various mechanisms are used to sort and consolidate or merge different source systems. In the end, <strong>a suitable data set<\/strong> <strong>is available for everyone<\/strong> (for everyone who wants it).<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-28381\" title=\"Without central contact management - my-IAM RealIdentity for automatically connecting sources\" src=\"https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/RealIdentity.png\" alt=\"Without central contact management - my-IAM RealIdentity for automatically connecting sources\" width=\"1028\" height=\"638\" srcset=\"https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/RealIdentity.png 3741w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/RealIdentity-300x186.png 300w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/RealIdentity-1024x635.png 1024w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/RealIdentity-768x476.png 768w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/RealIdentity-1536x953.png 1536w, https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/RealIdentity-2048x1270.png 2048w\" sizes=\"(max-width: 1028px) 100vw, 1028px\" \/><\/p>\n<p>What about the display, how do I use a my-IAM identity? The same applies here &#8211; as required. Because <a href=\"https:\/\/my-iam.com\/en\/realidentity\/\">my-IAM RealIdentity<\/a> provides the data for everyone:<\/p>\n<ul>\n<li>Existing global address books<\/li>\n<li>Your own my-IAM <a href=\"https:\/\/my-iam.com\/en\/peopleconnect\/\">PeopleConnect<\/a> front end as a web application<\/li>\n<li>Outlook<\/li>\n<li>Teams<\/li>\n<li>Mobile apps for Android and iOS<\/li>\n<li>All systems that can use REST API as a source, such as<\/li>\n<li>CRM and HR applications<\/li>\n<\/ul>\n<p>Merging data from multiple systems is a good idea, but it already exists, right? Not quite. my-IAM RealIdentity takes a different approach. Seamless Microsoft integration allows the status of these M365 users to be displayed, for example. The speed of the data, the comprehensive search functions and the handling make all the difference. Everything is many times faster and more comprehensive than before thanks to container and cloud technology.<\/p>\n<p>Write back? RealIdentity can also be used as a source for existing data pools. Even if they themselves are already the source? Even then. Selective write-back to supplement certain data is also possible.<\/p>\n<p>my-IAM bridges the gap between different source directories, different maintenance applications and cross-company use cases.<\/p>\n<p>As part of a digitalization strategy (e.g. Strategy 2025), more is possible than just avoiding duplicate contact maintenance.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span>Conclusion<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Duplicates can be avoided. However, they can also be used specifically to provide additional information about an identity.<\/p>\n<p>Avoiding duplicate contact maintenance does not necessarily have to be the goal. However, it should be avoided that the same data is maintained twice for the same person. And this does not require centralized contact management.<\/p>\n<p>How this can be achieved is described in the Strategy 2025 section. Decentralized maintenance with multiple systems and a flexible and powerful identity provider, such as <a href=\"https:\/\/my-iam.com\/en\/realidentity\/\">my-IAM RealIdentity.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Central contact management\u00a0is a great idea, but it\u2019s often difficult to achieve in practice. What if everyone could keep using [&hellip;]<\/p>\n","protected":false},"author":19,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[3405,150],"tags":[3414,3409,3410,3411,3412],"class_list":["post-28306","post","type-post","status-publish","format-standard","hentry","category-my-iam-realidentity-en","category-news","tag-central-contact-management-en","tag-crm-en","tag-hr-en","tag-my-iam-peopleconnect-en","tag-my-iam-realidentity-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Avoid duplicate contacts - Without central contact management - my-IAM<\/title>\n<meta name=\"description\" content=\"Central contact management is hardly accepted by users, especially with multiple systems The solution: decentralized + digital\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Avoid duplicate contacts - Without central contact management - my-IAM\" \/>\n<meta property=\"og:description\" content=\"Central contact management is hardly accepted by users, especially with multiple systems The solution: decentralized + digital\" \/>\n<meta property=\"og:url\" content=\"https:\/\/my-iam.com\/en\/avoid-duplicate-contacts-without-central-contact-management\/\" \/>\n<meta property=\"og:site_name\" content=\"my-IAM\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/firstattribute\" \/>\n<meta property=\"article:published_time\" content=\"2024-08-05T13:27:58+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-19T13:30:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/my-iam.com\/wp-content\/uploads\/2024\/08\/Duplicate-identites-in-different-systems.png\" \/>\n<meta name=\"author\" content=\"Elysabeth Yven\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Elysabeth Yven\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/my-iam.com\\\/en\\\/avoid-duplicate-contacts-without-central-contact-management\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/my-iam.com\\\/en\\\/avoid-duplicate-contacts-without-central-contact-management\\\/\"},\"author\":{\"name\":\"Elysabeth Yven\",\"@id\":\"https:\\\/\\\/my-iam.com\\\/de\\\/#\\\/schema\\\/person\\\/cb96a6c7bc8321c5a023ea9fccd6f359\"},\"headline\":\"Avoid duplicate contacts &#8211; 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