KORE Ticketing can pull data from multiple ticketing systems (databases), a feature called MultiDB. It deduplicates contact information from across all your databases and presents the combined data in your CRM. It’s also possible to keep your databases isolated but still create tables and reports covering all of them.
MultiDB is most often used when a business has more than one team (such as a Major and a Minor League team) whose data is stored separately. It doesn’t matter if they all use the same ticketing system or not—KORE can present their data together. By deduplicating CRM contacts from multiple databases, we can show sales reps the full picture of a fan’s history with you.
If you have business units which contractually must be isolated, you can still use MultiDB while preventing representatives from seeing and changing data outside of their unit. CRM managers can configure user permissions to control what your representatives can view or edit. This allows you to build tables and reports from the combined data while keeping the actual data isolated.
The same mapping table and deduplication algorithms are used as with a single database. The first ticketing account we find for an individual will be treated as the primary one. However, you may wish to change which ticketing account is primary. For example, we might have found the ticketing account associated with a Minor League team first, but you might want to treat the ticketing account from the Major League team’s system as primary. This can be changed manually using the Ticketing Data Manager (TDM) for each applicable CRM contact. Unfortunately, there is no automated way to do this.
When business units are isolated (as may be required by a contract), CRM fields are typically set to read-only so that updates must go through the TDM tool. To set restrictions, use the Ticket System User Permission tool.
The TDM tool allows or disallows changes based on the user’s permissions. The Submit button will be disabled if a user doesn’t have permission to change the associated record in the ticketing system.