System Administrators have the ability to “merge” duplicate leads involving the same pending reservation by deleting one lead and transferring all information (notes/emails/contacts) to another existing lead. Duplication often occurs when multiple parties are involved in inquiring about a single reservation, or when someone calls multiple times from different phone numbers and does not indicate to the agent they may have called previously.
1. To merge/delete a lead, first select and copy the ELM Lead number of the lead you want to SAVE. The ELM Lead number can be found in the upper right-hand side of the lead form.
2. Locate the lead you wish to delete. On the ELM grid, click on the Trash Can icon. (Note that agents are unable to perform this task and will not see the Trash Can icon).
3. A box will open that asks “Are you sure you want to delete this lead”. In the field labeled “Move Calls, Notes and Emails from this lead to lead #”, enter in the lead number of the lead form you want the information transferred to. Click Delete/Merge Lead and the process is complete.
NOTE** — this process is irreversible. The ONLY information that is transferred to the designated lead is Calls, Notes and Email correspondence. You must manually transfer any additional phone numbers or other data such as price estimates or unit numbers to the “keeper” lead form prior to delete/merge. If you enter an invalid lead number to transfer the lead data to, an error message will pop up alerting you that no lead was found, and you will be able to re-enter the lead number.