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Accounts that need to be merged - Coggle Diagram
Accounts that need to be merged
Customer contacts SeatGeek CX because they cannot locate their tickets in their SeatGeek account.
Are both crms STH accounts?
Yes
Contact client for approval to merge and find out which CRM should be the winner. Except Cowboys - do not email for approval - absolutely no merging of STH accounts
Are both CRMs linked in Rufus?
Yes!
Confirm which SeatGeek account the STH would like to use moving forward and ensure the Winner CRM is linked there. (May involve unlinking and sending a new linking email.)
No!
If the Winner CRM is already linked, you're done. If the Winner CRM is unlinked, after the merge in SRO, send a new linking email to the STH.
No
One STH CRM and one transactional CRM?
Unlink transactional CRM on SeatGeek.
Merge the transactional CRM into the STH CRM via SRO.
Ensure that the customer's primary SeatGeek account is linked to the Winner CRM (the STH CRM). If not, send a new linking email.
Two transactional CRMs?
Both CRMs linked to SeatGeek accounts?
Confirm with the customer their preferred SeatGeek account and use that CRM linked there as the Winner.
In SRO, merge the other CRM into the Winning CRM.
Confirm with the customer that they can view all of their tickets.
One linked to the customer's SeatGeek account, and one unlinked?
In SRO, merge the unlinked transactional CRM into the linked CRM. Confirm the customer can view all their tickets.
Two
unlinked
transactional CRMs?
In SRO, locate the newly created CRM and merge into the oldest CRM.
Send a linking email to the customer to link the winning CRM to their SeatGeek account.
Are either of the crms employee, rep, sponsor or suite accounts?
DO NOT MERGE!
Client contacts SeatGeek CX because a STH cannot locate their tickets (either season ticket or single game purchase).
CX identifies that the STH has 2 CRMa and that is the issue.