Branch system connector not syncing account data
Ticketclosed
Merriott Lyle Distribution · Branch system connector not syncing account data
Branch system account codes lacked leading zeros, preventing 12 of 20 accounts from matching to existing CRM records. Connor diagnosed the data quality issue and offered the customer a choice of fixes: pad the codes or add a transformation rule.
What happened
What this says
Current to 13 Oct 26Branch system account codes lacked leading zeros, preventing 12 of 20 accounts from matching to existing CRM records. Connor diagnosed the data quality issue and offered the customer a choice of fixes: pad the codes or add a transformation rule.
Problem: Only 8 of 20 accounts from the branch system were matching to the CRM during connector setup, creating duplicate new account records for the unmatched 12. Tariq had verified the CRM records existed with the expected codes.
Handling: Connor reproduced the problem, investigated the load logs, and found the root cause: the CRM stores account codes with leading zeros (ACC001) but the branch system export omits them (ACC1). He offered two solutions: the customer could clean the export data or BB-Demo could add a transformation rule in the connector.
Watch: If the customer doesn't implement either fix, account enrichment will fail and duplicate new records will continue to be created, degrading the brain's ability to unify account context.
Details
Updated 9 Oct 26Trail
created · Tariq Saleem 19 Mar 2025 12:03We've connected the branch system and I'm loading the account master file, but the match rate is off. I'm seeing roughly twenty accounts coming in but only eight are matching to the CRM. The others are showing as new accounts in the brain instead of enriching the existing CRM records. I've checked the ID mapping and it looks right. What am I missing?- public_reply · Connor Webb 19 Mar 2025 14:56Thanks for the report. Just to confirm: the branch system is sending twenty accounts but only eight are matching on account code to existing CRM records. Can you tell me which connector you're using, and did this work correctly during setup? Also, are the unmatched accounts definitely in the CRM under the same codes? Thanks, Connor
- public_reply · Tariq Saleem 21 Mar 2025 09:34It's the branch system connector. We tested it during setup with a small sample and it worked fine. The accounts in the CRM have the same account codes, I've looked them up in Salesforce. The ones that aren't matching are definitely there with the right codes. I'll check the load log and come back to you. Cheers, Tariq
- internal_note · Connor Webb 24 Mar 2025 11:45Checked load log and schema. Branch system feed has account codes without leading zeros (e.g. ACC1) but CRM has them with leading zeros (ACC001). Data quality issue in the branch export, not the mapping. Customer needs to either clean the export or we add a transformation in the connector.
- public_reply · Connor Webb 24 Mar 2025 15:25I've found the issue. The CRM stores account codes with leading zeros (like ACC001) but the branch system export has them without (like ACC1). That's why the match is failing. You have two options: either have the branch team pad the codes to match the CRM format, or I can add a transformation rule in the connector to add the leading zeros on our side. Which would work better for you? Thanks, Connor
- status_change · 11 Apr 2025 23:59