Identifying and merging matching customer profiles in Mews Operations helps keep your guest database accurate and free of repeated guest data by eliminating duplicate customer profiles. This process helps you and your business maintain clean customer records, improve guest communication, and prevent confusion when managing multiple customer profiles. You can perform this action during routine data maintenance or when you identify any discrepancies in your customer profiles within Mews Operations. To successfully merge a customer profile, the profile needs to meet certain conditions.

 

Note: Merging a customer profile is irreversible, as the system permanently deletes the non-primary customer profile.  

 

You can merge matching customer profiles by:  

 

• Navigating to the customer’s Profile screen, or  
• Clicking Match and merge in the Customers section in the Mews Operations dashboard. 

You can select Match and merge on the main dashboard to review your suggested matching customer profiles, without accessing the customer profile. 

 

You can learn more about how to create a customer profile here.  

 

In this article you can learn about: 

• How to merge matching customer profiles in Mews Operations 
  • Conditions to successfully merge a customer profile 
  • How to Match and merge customer profiles via the main dashboard 
  • How to initiate the merge through the customer profile  
  • How to merge a customer profile on the Match and merge screen 

 

 

How to merge matching customer profiles in Mews Operations 

You can merge matching customer profiles in Mews Operations to help keep your guest database accurate and remove repeating or conflicting customer information.  You can do so via the Match and merge function on the main dashboard, or by accessing the customer’s Profile.

 

The system matches your customer profiles based primarily on Name, Email, Phone number, and payment Card details, such as the last 4 digits or encrypted tokens. It also identifies other matching fields and displays them on the Match and merge screen in the Matching fields section. 

 

Note: All card data is handled in compliance with PCI standards, ensuring payment card and guest data security and privacy. 

 

To successfully merge a customer profile, the profile needs to meet certain conditions. You can learn more below. 

 

Conditions to successfully merge a customer profile 

To successfully merge a customer profile, they need to meet certain conditions, or you receive an error message. You can find the conditions to merge a customer profile below: 

 

• Both customer profiles are active. You cannot merge a deleted customer profile. 
• Customer profiles exist in the same chain, i.e., they share the same ChainID.  
• Merging the customer profiles does not create multiple primary loyalty memberships. Review the loyalty memberships to select only one as primary before proceeding. You can learn more about loyalty programs here. 
• Merging the customer profiles does not create multiple loyalty memberships within a single loyalty program. Review the memberships associated with the profiles, to select one to keep, then continue the merging process.  
• The customer profiles are not blocklisted. You can learn more here. 

 

How to Match and merge customer profiles via the main dashboard 

You can access the Match and merge feature via the main dashboard. Alongside this functionality, you can see a number representing potentially matching customer profiles that the system suggests for you, as below: 

 

To view your suggested customer profile matches and access the Match and merge screen via the main dashboard: 

1. In Mews Operations, on the main dashboard, select Match and merge in the Customers section, as below: 

2. This takes you to the Match and merge screen, where you can now follow the steps in How to merge a customer profile on the Match and merge screen.  

 

How to initiate the merge from the customer profile 

To merge a customer profile in Mews Operations from the customer Profile screen: 

1.  In Mews Operations,  

• go to the main menu  > Profiles > Customer profiles, then click on the name of the customer whose profile you want to merge, or
• type a customer’s name into the dashboard search bar, then click to go to their profile. 

2. In the Merge section, type the name of the customer in the search bar that you want to merge this customer profile with.
3. Click to select the profile from the results that appear.
4. Click Merge. 

 

This takes you to the Match and merge screen, where you can merge the customer profiles.  

 

How to merge a customer profile on the Match and merge screen 

1. On the Match and merge screen, you can see a side-by-side comparison of the guest profiles, where you can find the following information: 

• Match and merge overview: Overview of the customer profiles, and color-coded visual showing the chance of profile match, for example, High, Medium, Low, and Very low.  

 

To see more information on each customer before merging, click on their name to open a side panel, where you can navigate to their customer profile by clicking three dots > View guest. You can do so to update their profile or check for, for example, conflicting reservations, classifications, or loyalty information, before returning to the Match and merge screen to complete the process. 

• Matching fields: The customer information that is matching, for example, First name, Email.  
• Fields to review: The information for the matching customer profiles, the system separates into fields. Click to select each field you want to keep under each customer profile, or click Select all. The system preselects the fields it predicts to be most likely correct, for example, those you update most recently. You can see and merge the following fields, and any other fields that contain customer data:

2. Click Merge to merge the customer profiles. You can click Review later if you want to return to the customer’s Profile screen. 
3. In the Merge these profiles confirmation message that appears, click Merge to complete the process. You can click Go back if you want to return to the Match and merge screen.  

 

Note: To merge customer profiles, they need to meet certain conditions, or the system displays a warning banner. You cannot complete merging until you resolve these conditions. 

4. Once you click Merge, you can see the following success message. Note: The action is irreversible, and the system permanently deletes the non-primary customer profile:   

5. After merging the customer profiles:

• Review the merged customer profile for accuracy. If necessary, you can manually update any missing fields, OR,
• If you select Match and merge on the main dashboard, the system takes you to the next suggested matching customer profile, and you can continue to review until there are no more matching profiles, and you see the following screen: 

  

This merges your matching customer profiles in Mews Operations.  

 

 

You can learn more about how to create a customer profile in Mews Operations here.