What is Contact Management?
Contact Management is a module within the APPS platform that provides insight and access to each individual contact record within your Master Data Management platform.
Contact Management is the place to view all data that is held for a contact record in one place, as well as the place to action specific GDPR requests. Here, you can see a breakdown of which sources that record came from.
Find out more about grouping, ungrouping, performing GDPR actions and suppressions in Contact Management here.
GroupID vs System Ref
A GroupID is the aggregation of multiple client identifiers from individual sources belonging to one individual, grouped together to form the KORE Golden Record. Each unique contact is assigned a GroupID which is the KORE identifier, and this is displayed within a contact record in Contact Management.
A System Ref is the client identifier from individual sources. A GroupID may have multiple System Refs. System Ref may also be referred to as Client ID, Client Reference Number, Member Number, Fan ID, Ticket Account Number, Supporter ID etc.
View/Update a Contact Record in Contact Management
Any data you update will only be updated in your Master Data Management platform. Always make the same updates in the relevant source system to prevent outdated data from a source system being received via the integration/import and thus overwriting your Contact Management updates.
Updates are processed overnight and therefore it can take up to 24 hours before a change is active. This also applies for unflagging suppressions and grouping/ungrouping. Find out more about these functions here.
- After logging in to APPS, navigate to the Contact Management module from the dashboard on the left-hand side.
- On the Contact Management page, you'll see a Search Criteria dropdown menu. Select your search criteria on the left-hand side, and input the value you are searching by on the right-hand side. Then click Search. It is possible to search for a contact using the fields listed in the table below. The two image examples demonstrate searching by one and two fields respectively.
Search Field Description Notes Email Any email address associated with the Contact Record. One Contact Record may have multiple email addresses. GroupID GroupID of the Contact Record. A Contact Record will have one GroupId. SystemRef Any unique identifier from the source system. A Contact Record can come through via multiple source systems and can therefore have multiple SystemRefs. Forename Any forename associated with the Contact Record. One Contact Record may have multiple forenames (e.g. Thomas, Tom, Tommy). Two criteria must be used when searching using these search fields.
Surname Any forename associated with the Contact Record. One Contact Record may have multiple surnames if they have changed their surname at any point in time. Mobile Any mobile number associated with the Contact Record. One Contact Record may have multiple surnames if they have changed their surname at any point in time. Postcode Any postcode associated with the Contact Record. One Contact Record may have multiple postcodes if they have changed address at any point in time. Date of Birth The Contact Record's Date of Birth. - All records associated with the search value will then appear, with one row per SystemRef.
In the image example below, there are three GroupIDs in the database for the forename and surname combination that were searched for. The Contact Record is not a duplicate because, among other things, the date of births of the top two records are different to the records underneath meaning that these were not grouped together. This is an example of why one Contact Record may appear in the database multiple times. It is possible to group these records together; see below on Grouping and Ungrouping.
If you need to make updates to a GroupID which contains a Single Sign On [SSO] record, ensure that these details are updated in the SSO Admin Tool as oppose to Contact Management. Click here to see the article on Single Sign On [SSO] Admin Tool.
- To view more information about a specific GroupID or to amend/add any data, select any row and click View details & update GroupID XXXXX.
- The full 'master' GroupID information is displayed, some of which is amendable (marked with * in the table below). This includes the Supporter Information, Contact and Permissions. Amend any criteria that you want to update, then click Save. All other information is displayed for informational purpose only. See the table below for an explanation of the different sections that are available to view.
Section Description Account GroupID - the record's GroupID
Arrival Date - date that the record first entered the database
Modified Date - data that the record was last updated
Supporter Information* Email address and personal details Contact* Phone and address details
Suppressions Details of any suppressions that may exist on the GroupID
Permissions* Mailing List Marketing Preferences
Source Records List of Sources that the record has arrived from, including the System Ref and latest date that the record was modified from that source system
Communication History List of all Campaigns that the Contact Record has been included in, along with whether they opened/clicked
Tickets All ticket purchases made by any of the SystemRefs within the GroupID. Note that depending on your Ticket system, Memberships may also be included here.
Merchandising All merchandise purchases made by any of the SystemRefs within the GroupID
Memberships All membership purchases made by any of the SystemRefs within the GroupID
Access Any access control data relating to any of the SystemRefs within the GroupID
Other Sources Any other sources by which the Contact Record has entered the database
Loyalty Transactions Any KORE Loyalty transactions relating to any of the SystemRefs within the GroupID
Identity History Audit of identity information changes within the GroupID
Email History Audit of any email address changes within the GroupID
Address History Audit of any address information changes within the GroupID
Phone History Audit of any Phone number changes within the GroupID
Contact your Customer Success Manager if you require any assistance outside of what is outlined in the Help Center.