Swapping / Changing Primary Client in the CRM

⚠️ Important: We do not recommend swapping or changing the Primary Client if there is an ongoing or open Online Advice Process on the client file.

Only proceed with the steps below if the Online Advice Process has ended and will not be reopened:

1. Open Two Windows: Open the client's file in two separate browser windows or tabs.

2. Get Primary Contact Details (Window 1): In Window 1, review and gather all details from the current Primary Contact.

3. Create New Secondary Contact (Window 2): In Window 2, click the “+” sign to add a new Secondary contact. Copy and paste all the details from the Primary Contact (from Window 1) into the new Secondary Contact fields.

4. Make the New Contact Primary (Window 2): Still in Window 2, retrieve the information of the intended new Primary Contact. Edit the Primary tab, and copy and paste the new Primary Contact’s details (previously entered as Secondary) into the Primary fields.

5. Delete Duplicate Contact: Remove the Secondary Contact that you've now saved as Primary contact

6. Refresh: Refresh the page to confirm that the changes have been updated correctly.

7. Review Service Tabs: If there are any service tabs (e.g., L&R, KS, Investment),

Ensure to check and update the Policy Owners as needed to reflect the new Primary Contact.

🛠️ Note: A more permanent resolution for this process is being considered as part of the Client File redesign, which is currently in the planning stage of development.

Example Scenario:

In the above case, 'John Smith' is currently the 'Primary' contact on file and 'Jane Smith' is 'Secondary'. If you wanted to switch that and set 'Jane' as 'Primary' contact, you'd first need to check if there are any Active Online Advice Processes in the file 

In this scenario, there are no Active Advice process as seen above, thus we can proceed to other checks.

You'd now want to make note of the Service tabs and the Policy Owner to ensure you update relevant information

Let's assume Mortgages, Assets & Liabilities, F&G Insurance and Investment are all blank. We can now proceed with the swapping to change the 'Primary'

1. Open Two Windows: Open the client's file in two separate browser windows or tabs.

2. Get Primary Contact Details (Window 1): In Window 1, review and gather all details from the current Primary Contact.

3. Create New Secondary Contact (Window 2): In Window 2, click the “+” sign to add a new Secondary contact. Copy and paste all the details from the Primary Contact (from Window 1) into the new Secondary Contact fields.

4. Make the New Contact Primary (Window 2): Still in Window 2, retrieve the information of the intended new Primary Contact. Edit the Primary tab, and copy and paste the new Primary Contact’s details (previously entered as Secondary) into the Primary fields.

5. Delete Duplicate Contact: Remove the Secondary Contact that you've now saved as Primary contact

6. Refresh: Refresh the page to confirm that the changes have been updated correctly.

7. Review Service Tabs: If there are any service tabs (e.g., L&R, KS, Investment),

Ensure to check and update the Policy Owners as needed to reflect the new Primary Contact.