Account and Contact Relationships

Let’s spend some time thinking about the way that your book of business is “configured” within Marketscape CRM, specifically your Office Of and your Parent Account options!

While it’s true that there’s not a one-to-many feature for contacts – accounts can have multiple contacts, but one contact cannot be assigned to multiple accounts – Marketscape CRM does have a flexible structure that allows for several ways that our clients document their activity when they encounter a contact that travels between many accounts. We’ve touched on these options during training so we present the following options you can use as you think about how to structure your Book of Business:

1. Use your "Office Ofs" only associate the contact to one account. Remember: generally speaking you can add any contact to any event – just like in real life, a physician may attend a meeting at a location they’re not directly associated with, and that’s OK! When you’re creating your event, you can search through Accounts and Contacts to ensure that all of the right folks are attached at the correct account; the notes for each contact will appear on their own contact pages – even if it was with an account they are not assigned to. If you have a provider that splits time between multiple accounts, use your Office Of account as the “hub” of activity for that person, and then just associate each of the appropriate (separate) accounts to the event when you’re creating your event or series; your notes will roll up to each contact and the account associated.

For information on how to create and "Office of" account to associate with a contact, see Creating "Office of" or "Practice of" Accounts

2. Create a Parent Account to roll up multiple accounts into a hierarchy, ie: Dr. Smith – Main. This makes excellent use of your ‘Office Of’ Accounts as well! Using a parent account hierarchy allows you to maintain the ACE Process and creates the ability to “roll up” the other associated accounts as child accounts as well. Parent accounts show all accounts, events, and referrals underneath it, and are a great way to get a “birds-eye view” of a large facility or system.

3. Sometimes you can opt to create duplicate contacts and associate each to the respective referrals [in your EMR]. If two Marketscape CRM users are calling on the same person but at different accounts, for example, this is a clean way to keep their interactions separate and be differentiated if you don’t want the records to overlap. If this option is used, we also suggest making a note of the account name either in the Contact Name or Position field to easily identify why the duplicates exist.

Additionally, if you have "Office Ofs" in your system that are duplicates – for example Smith, John – Office Of and ABC Medical Group – then use our merge tool to combine the account records. Merge function is limited by role, and so if you don’t see the option to merge please speak with your account administrator for further assistance.