Contact quality rules
- Use one primary phone number per customer.
- Keep names human-readable.
- Store consent and source whenever possible.
- Avoid duplicate imports by testing with a small sample first.
Daily use
Agents use contacts to understand context before replying. Marketers use contacts to segment campaigns. Managers use contacts to audit customer coverage.
Maintenance
Schedule a monthly cleanup for duplicates, invalid phone numbers, bounced contacts, and stale segments.
Detailed Operating Playbook
Primary owner: CRM/data owner and campaign operator.
Team workflow
- Search before creating a new contact to avoid duplicates.
- Keep phone, name, source, and consent data clean.
- Use groups and fields to make campaigns safer.
- Review imported contacts before sending messages.
Success signals
- Duplicate contacts are reduced.
- Campaign filters return the expected audience.
- Agents can recognize customer context from the contact record.
When to review or escalate
Review this workflow when channels, policies, or workload change. Escalate to a manager when numbers look inconsistent or the same issue repeats more than once in the same day.