Designed change
A field-ownership and matching process that keeps uncertain identities out of automatic updates and makes handover exceptions visible.
Illustrative scenario combining common practice needs. Software shown is a suggested stack.
Choose an owner for each field
A shared client record does not require every field to move in both directions. This design would assign ownership of contact details, enquiry status and matter information separately. A proposed connection would carry only the fields needed for the agreed workflow, with a clear rule for what happens when records disagree.
Review the uncertain matches
Similar names would be treated as candidates for review, not proof that two people are the same person. The team would test new records, updates, duplicates and deletions before activating any exchange. Unresolved items would enter a review list with enough context for staff to decide, while each system retained its agreed responsibilities.
The practical lesson
Decide who owns each field before connecting the systems. An uncertain match needs a person, not a more confident overwrite.