ERP | Support & operation

General ERP integration behavior and tenant records

The ERP integration is designed to automatically manage tenant and ownership data to keep the Allthings platform up-to-date. It is important to understand that the ERP system acts as the primary "source of truth". Allthings relies heavily on the data provided by the ERP to map users correctly.

When a tenant is synchronized from your ERP system, Allthings creates a user account based on the unique external ID and the provided email address. Because Allthings ties the resulting account to that exact email and ID combination, creating a new record for the same person but using another email address can result in duplicate accounts. Since Allthings does not yet support merging accounts, this often leads to access issues for the tenant. Understanding this fundamental behavior clarifies why strict data maintenance in the ERP—such as using unique, valid email addresses and reusing existing records—is essential for a seamless user experience.

Note on contact data synchronization: Allthings imports the primary email address and phone number exactly as they are defined as standard ("Default") in your ERP system. Other numbers stored in the ERP system are added to the profile as additional communication methods without duplicates. Allthings does not apply any prioritization of its own (e.g., mobile number over landline). Therefore, please ensure that the standard markings are maintained correctly in your ERP system.

Best practices for data maintenance

The quality of the data in your ERP system is crucial for the smooth operation of the Allthings platform. By following proven procedures, common errors and problems can be avoided:

• Avoid manual changes: Do not make manual changes in the Allthings Cockpit to data that is synchronized via the interface. Manual changes can lead to conflicts, especially when managing team members or archiving units.
• Handling change requests from residents: Residents can submit a direct change request via a locked profile field (e.g., email address or phone number) in the app. This is received as a regular request in your service center. Important: Adjust the requested data exclusively in your ERP system. The update in Allthings occurs automatically during the next synchronization run.
• Define internal processes: Clarify internally who is responsible for data maintenance in the ERP system and how error messages are handled. Adhere to the correct process for opening and archiving units to avoid errors in the synchronization of ownership and rental relationships.
• Do not reuse email addresses: Avoid using the same email address for different tenants. It is better to leave the email address field empty than to use a duplicate one.
• Avoid random or temporary email addresses: Do not use placeholder or fake email addresses for a tenant or agent. Use the Allthings-provided feature for fake e-mails instead. User accounts are created automatically in Allthings, and using invalid emails may inadvertently lead to a third party gaining access to the system.
• Do not use the agent's email address to mimic a tenant: Never use your own email address for a tenant. As mentioned above, prefer to leave the email address field empty if the actual email is not known and use the Allthings-provided feature for fake e-mail addresses if needed.
• Invalidate instead of deleting: Instead of deleting tenancies, check if invalidating or closing them is possible in your ERP. This way, the ERP integration can handle the removal of tenancies more gracefully.
• Consult support before structural changes: Before making any property, group, or unit hierarchy changes (e.g., moving a building to another property, splitting units inside a building), make sure to contact the support team. We can manage and alleviate potential problems much more easily before a change occurs rather than after.
• Match emails for manual entries: If, for any reason, a tenant has to be added manually in Allthings first, make sure to use the exact same email address that will later be entered into the ERP system. Otherwise, refrain from manual data entry, as it may result in duplicate user accounts that cannot be merged, leading to a poor user experience.
• Reuse existing ERP records for multiple tenancies: Use the existing tenant record in the ERP if the tenant has multiple tenancies. Each tenant record in an ERP has a unique ID, and an email address in Allthings can only be linked to one unique ID. Even if a newly created tenant record has the exact same data (name, email address, phone number, etc.), it cannot be imported because the underlying IDs will not match.

Recognize and fix synchronization problems

Synchronization problems can be indicated by the following signs, among others:

• Missing or outdated data in the Allthings Cockpit or in the app
• Deviations between the data in the ERP system and in Allthings
• Occurring error messages (e.g., via email)

First steps for verification:

1. Check whether the data in the ERP system is correct and complete.
2. Compare new or changed entries (e.g., properties, buildings, units, tenancies, residents) with the data in Allthings on a random basis. Pay attention to whether changes appear in Allthings in a timely manner and whether error messages occur.
3. A smooth operation exists when the data is consistent, updated regularly, and few or no error messages occur.

Who can I contact if I have problems?

If you notice synchronization problems or other difficulties with your ERP interface, you can contact the Allthings support team. To enable a quick and efficient solution to the problem, please have the following information ready:

• A precise description of the problem and when it first occurred.
• Specific examples of affected data:
  1. Link to property, building, unit in Allthings Cockpit from URL bar.
  2. Exact name and numbering of the property, building, unit.
  3. Screenshot from the ERP system on which the missing data can be traced.
• Any error messages that occurred (wording, time of occurrence, screenshot).
• Information about your ERP system.
• All steps that you have already taken to diagnose the problem.

You can reach our support team via our contact form.
Alternatively, your Allthings contact person is also available to you for inquiries.