Why do I need to link clients?


Our system prioritizes data accuracy by handling two types of online bookings differently:


  1. Online Account Bookings: When a client logs into their personal account to book, the system automatically recognizes them. Their booking is inherently linked to their "original" profile, so no manual reconciliation is required.
  2. Guest Bookings (The Default): To reduce friction, the system allows "Guest" bookings. Because the system cannot verify if the guest is a new or returning client at the time of booking, staff must manually link these requests to ensure a duplicate profile isn't created


The Risk: Data Loss and Fragmentation


When processing a Guest Booking, choosing the incorrect Update data method can lead to:


Data Loss: Overwriting a full street address with partial "Guest" data (e.g., just a suburb/postcode).  


Data Fragmentation: Creating a duplicate profile for an existing person, which corrupts your database health


Scenario: The Override Problem


In this example, Paula has an existing profile with her full contact and address details. She completes a "Guest" Expression of Interest which only requires her suburb and postcode.


To process this, navigate to the Activity Summary > Request or Requests > Current tab and in the Client Booking Card select Not Linked.



Step 1: Selecting the Update Data Method

In the Link Client window, you must choose how the incoming data interacts with your database


Option
Result
Impact
Update client profile 
with booking data
  • Replaces the existing profile with the incoming Guest information.  
  • High Risk: Comprehensive addresses may be overwritten by partial data (e.g., suburb/postcode only), causing reporting errors for DSS or Learn Local.  
Update booking with client profile data
  • Keeps the existing profile data and updates the new booking with the original information.  
  • Recommended: Ensures your "Source of Truth" remains preserved and compliant with government standards.  
No updates and 
just link
  • Links the records without changing data in the profile or the booking.  
  • Safe: No data is altered in either database.  


Step 2: Identifying Existing Clients

The system automatically searches for clients who share the same Name, Email, or Mobile.  


  • If a match is found, use the Select option to link the booking to the existing profile.  
  • Warning: If you select "Create a new client based on details from the request" for someone who already exists, you will create a duplicate



Best Practice for Data Integrity


  1. Verify before creating: Always use the search results to link to an existing profile rather than creating a new one.  
  2. Manage Duplicates: If a duplicate is accidentally created, you must relink or archive the record to maintain a healthy database.