1. Introduction

Tracking the orders from the customers is critical for fulfilling their needs and wants. Therefore, the organizations use order management practices to enhance accuracy in their order processing activities. The use of order management strategies is also effective to identify the status of an order and analyze the customer behavior to a limited extent (Paschen, Wilson, & Ferreira, 2020). The Google form is an inexpensive tool to track orders. These forms can be accessed from various devices. The age of use of the Google form also increases its acceptability among the sellers and the buyers. The current research focuses on reviewing the use of Google Forms to manage the orders.

2. Discussing Disadvantages of Using Google Form for Order Collection

The Google form was effective to identify and analyze the customer data. As indicated from the form, 8.7 % of the respondent's short preference towards Cadbury 3 in 1 Hot Chocolate Drink.13% of the respondents emphasized ordering Cadbury Dairy Milk's Favorite chocolate.26.1 % of the individuals purchased the Oreo Chocolate. The second-largest group of customers focused on ordering Wafer Chocolate and the Black Forest. Information on Payment and Delivery address indicated that 26.1 percent of the customers preferred accessing the cash on the delivery opportunity, utilizing the E-wallet, and making payment using FPX. A comparatively lowered number of respondents showed a preference towards making payments using debit and credit cards. Information on the preferred contact method indicated that 69.6% of the customers showed a preference towards contacting the seller using the phone. The rest of the buyers used email to contact the seller. Although the Google Form was useful to collect data, there are several disadvantages associated with it—

Extensive Dependence on the Internet

            Excessive dependence on the internet is one of the key disadvantages associated with Google form. To access the Google form to play send track others, both the buyer and seller need to have an internet connection. Therefore, Google Forms may not be accessible when the internet connection is not available. Internet connectivity can be poor due to the geographical location and availability of technological infrastructure (Leung et al., 2018). The use of Google found is not a suitable choice to process the orders in the places where adequate interest for internet connection is not available. The unavailability of the internet can restrict the seller from recognizing an order on a real-time basis. The delay in order processing can cause customer dissatisfaction. Therefore, Google form can be problematic due to internet- connection-related issues.

The necessity of a Google Account

The Google form can be accessed by individuals who have a Google account only. Therefore, by using the Google form only, the seller will not be able to reach the customers to the optimum level. A portion of the customers may not be interested to create an account on Google and their orders cannot be monitored using the Google form. It indicates that excessive dependence on the Google form can restrict the seller’s families in the customers with different levels of information technology (IT) education. The buyers with a lower level of IT knowledge will not be able to manage by the seller because of the dependence on a Google form. It, in turn, can impact the revenue of the organization as well.

Limited Customization

Lack of customization is another issue associated with a Google form. It is a standardized product offered by Google. Due to its standardized nature, the form can be accessed easily from a wide range of devices. However, there is limited opportunity to customize the appearance of the form such as theme, color, and typography. The use of customization is necessary for attracting buyers to use the form (Bag et al., 2021). The customization can also impact the visibility of the form. For example, the use of high contrast colors and larger font can increase the visibility of the content. So, using the form becomes easier for the buyers. On the contrary, the lack of customization prevents the sellers from increasing the flexibility for the buyers to the optimum level. Hence, the sellers do not get adequate opportunities to improve the buyer experience and enhance their satisfaction.

Lack of High Level and Predictive Analytics

            Using advanced analytical data is necessary to obtain a deeper insight into customer behavior (Paschen et al., 2020). By developing a greater knowledge of the behavior of the customers, the sellers can take a proactive approach to improve the business strategies. The Google server does not provide high-level analytical information. The form data cannot be used to predict customer behavior accurately. The lack of analytical insight reduces the effectiveness of Google form for analyzing information.

References

Bag, S., Gupta, S., Kumar, A., & Sivarajah, U. (2021). An integrated artificial intelligence framework for knowledge creation and B2B marketing rational decision making for improving firm performance. Industrial Marketing Management, 92, 178-189. https://doi.org/10.1016/j.indmarman.2020.12.001

Leung, K. H., Choy, K. L., Siu, P. K., Ho, G. T., Lam, H. Y., & Lee, C. K. (2018). A B2C e-commerce intelligent system for re-engineering the e-order fulfilment process. Expert Systems with Applications, 91, 386-401.

Paschen, J., Wilson, M., & Ferreira, J. J. (2020). Collaborative intelligence: How human and artificial intelligence create value along the B2B sales funnel. Business Horizons, 63(3), 403-414. https://doi.org/10.1016/j.bushor.2020.01.003