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dynamics-crmcrmapplication-designdata-quality

In CRM Design, should it be mandatory to update a phone number whenever an address change is requested?

should it be mandatory to update a phone number whenever an address change is requested.

Thank you

Solution

  • Depends. On a lot of factors.

    For eg, in India, if the phone type is a landline and the address changed to a different city, the area code of the phone number will be different. Hence, allowing the user to update the phone number also while updating the address makes a lot of sense.

    With mobile phones, there is number portability (in most jurisdictions). However, a user could choose to not port their mobile number (rare, but can happen for a number of reasons such as provider coverage in the new area being poor or unavailable). In this case also, it makes sense to update the phone number while updating the address.

    So, there is a business case for simplifying the user experience with one single update screen instead of having to update address and phone separately upon change of address, IMHO.