The details you have entered partially match a record
This article provides the facts around a message that a few leads may see when attempting to re-register their details against a campaign. It is not a bug or an error, and is implemented by design to maintain the integrity of your lead data.
The complete wording of the warning message is:
The details you have entered partially match a record already In our system. Check your entries, or contact us.
Context information
There are essentially two types of lead capture software:
- Those that are simply capturing data and are essentially just “follow-up automations”
These are typically the generic lead management software products. They typically send emails and messages to the leads they capture, and readily create duplicate lead records when data entry discrepancies occur. - Those that capture data, but for which the data integrity is important for future functions
It is this category in which GymOS sits. GymOS does far more than just send messages to leads. Duplicate leads lead to incorrect statistics, potentially duplicate outreach, and, most importantly, problems when trying to progress the lead through its lifecycle to a member.
The process and dispelling myths
For some reason, the simple process behind the duplication checking mechanism is often misunderstood.
When a lead completes a form, GymOS performs four basic checks:
- Is the email provided already registered against a member?
- Is the mobile provided already registered against a member?
- Is the email provided already registered against a lead?
- Is the mobile provided already registered against a lead?
If either 1 or 2 is true, the lead is (or was) a member who was incorrectly guided through a lead process. Subject to the type of campaign, they are guided to either log in or to contact your facility.
If either 3 or 4 is true, this may or may not be an issue:
- If the email and mobile match the same lead record, there is no issue. GymOS allows the process to continue, but simply uses the existing lead record.
- If the email and mobile do not match the same lead record, then the likelihood is that the lead has registered previously. They are now entering the same email as before, but with a different mobile number, or the same mobile number as before, but with a different email. This leaves GymOS with a disparity that it cannot resolve without compromising data privacy. It therefore has to display the message and direct the lead to contact your facility.
TL;DR: If both the email and mobile match the same existing lead record, there is no issue. This is typical for returning leads.
A better process
If you are nurturing leads and inviting them back into the sign-up process, make their lives easier and resolve this problem by providing them with a link that pre-fills the registration form with the data they previously provided.
This process is documented in the Prefill a campaign form article, and would lead to a link something like the below, which you would use in your nurture email to leads.
https://[your fitnesshub url]/c/l/xxxx/xxxx/[[LEAD.CAMPAIGNPREFILL]]
A merge field needs to be processed by GymOS
Simply pasting the above into your browser will result in an error, because the merge field is meaningless to the browser. However, when used in a GymOS sent lead email, it is replaced with content (unique to that lead) that the browser can process and use to prefill the form.
You cannot use a merge field outside of GymOS, as it has no content and is simply a piece of text.
Summary
The occurrences of a lead hitting this problem should be few and far between, and are minimised further by implementing a lead-friendly process flow, as outlined above. Not only does this reduce typo’s, but it also makes it that the lead has less to fill in – increasing conversions.
The instances where it will occur are when a lead enters inconsistent information that already exists in the GymOS system. There isn’t yet a privacy regulation-compliant process for remedying this, so it requires human intervention.
Level-up Tip
Typically, you should be sending different messages to leads than you are to (past) members. The context of their experience and place in their lifecycle with you are different. This also provides you with the opportunity to route members through the corresponding GymOS member functions and leads through the lead functions. This again reduces the risk of workflow blocks.