How is the Existing E-business System Used by the Organisation
The organisation taken is Buyinvite.com.au, which is a local e-business in Australia and engaged in selling women, men and kids clothing. The business also sells sports accessories and even technology. The e-business offers plenty of discounts for the customers (Buyinvite.com.au, 2020). It is popular among Australians as it sells international products also. In spite of the fact that e-business is well-known among Australians, there are certain problems faced by ecommerce in the last few months. Customers put fake addresses, mobile numbers, email and put orders on cash-on-delivery. This has led to huge revenue loss for the e-business. As a result of this, there is a need to make certain changes to the e-business such that this problem can be resolved.
The Drawbacks of the Existing System
In spite of the fact that the company is extremely popular among people but there are certain drawbacks of the existing e-business system of the company. The key drawback is associated with the security and identity of online verification of the customers. It is possible that the customers may mislead the e-business and put unnecessary orders especially cash-on-delivery orders. As a result of this, it can incur huge loss for the e-business. So this e-business is not able to provide adequate information about the customer. When a visitor goes to an e-commerce website and signs up, the portal of the e-business is not aware of the customer. As a result of this, the portal cannot make out if the customer information is genuine or not. In such cases, customers can put invalid or fake phone numbers or addresses and put cash-on-delivery orders. This can lead to huge loss for the business (Ali, Rasool & Pathania, 2017). Therefore, there is a need for the e-business to focus on taking proper steps to verify the information of the customer. This can include determining any suspicious activity. For this, the portal can take the form of high value or large orders, determine fake phone numbers and email addresses. Also, there is a need for the system to check if the zip codes match with the state/city entered by the customer. The system can send a verification link to the customer for verifying his mobile number and email. This helps in ensuring that the customers do not put fake orders. Also, there is a need to add payment security to the e-business such that customers prefer paying through their credit and debit cards for making payments of their orders (Varela et al. 2017).
How an Improved e-business Solution is Proposed to be Developed
The focus of the management should be on an integrated customer verification system in the e-business such that any customer who signs up or places an order is verified first. The verification of the addresses, mobile number and email address of the customer needs to be done in an appropriate way. The e-business needs to provide below mentioned services to the customers.
- Immediately screen digital identities
- Offer users with high data security
- Carry out repeated verifications for consistency
- Safeguarding against possible cybersecurity threats
- Adhering to risk and compliance management for strategic growth of the e-business
So there is a need to make these changes in the e-business such that customers can be effectively verified and only genuine orders can be placed. At the same time, the focus will be ensuring that the information of the customers remains safe and also adheres to appropriate legislation.
The technology used in the development of the solution
In order to introduce this change in the business, it is vital to use appropriate technology and get back-end support. Also, there is a need for updated and tangible resource investments for maintaining secure platforms. This helps in coping with the static solutions of identity verification (Song et al. 2019). The personal credentials and documents of the customers must be cross-checked with official databases held by the authorities and government. This helps in carrying out efficient identity verification checks for successful authentications. Customers can be encouraged to provide their authentic information as much as possible and offer them points so that they can redeem those points in their purchases (Srinivasan, 2019). This will motivate the customers to provide real information.
Identification of the ethical, and legal implications of the solution’
The online verification of the customers does not mean that the e-business can use the customer information. The customer information should be properly stored and ensured that it is not misused by any unauthorised person. This increases the responsibility of the staff members to ensure the safety and security of the critical information of the customers. Customers may input their banking details, credit or debit card details for payment so these should be stored safely and cannot be used. Many times, businesses use customer information for improving their services (Varela et al. 2017). However, no business can use the customer information without appropriate consent of the customer. Therefore, the e-business needs to adhere to the ethical and legal implications of storing the information in an appropriate way.
How the change would have an impact on the staff and organisation.
This change will help staff and organization to run their e-business efficiently. As there have been many cases of fake customers putting orders and fake addresses so this change will help in ensuring that there is no revenue loss. Hence, this is likely to increase the motivation and satisfaction level of the staff. They can verify their customers beforehand and can work for processing their orders faster (Gordijn & Akkermans, 2017). This will also increase the authenticity of the e-business and they will be able to provide better services to the customers. Overall, it can be indicated that the change will impact the staff and organisation in a positive way.
Ali, A., Rasool, G., & Pathania, A. 2017) Antecedents for success of e-commerce platforms: an investigative approach. International Journal of Information Technology and Management, 16(4), 376-390.
Buyinvite.com.au., 2020. About Us. https://www.buyinvite.com.au. Accessed on 17/9/2020.
Gordijn, J., & Akkermans, H. 2017. Designing and evaluating e-business models. IEEE intelligent Systems, 16(4), 11-17.
Song, Z., Sun, Y., Wan, J., Huang, L., & Zhu, J. 2019. Smart e-commerce systems: current status and research challenges. Electronic Markets, 29(2), 221-238.
Srinivasan, S. 2019. Role of trust in e‐business success. Information management & computer security.
Varela, M. L. R., Araújo, A. F., Vieira, G. G., Manupati, V. K., & Manoj, K. 2017. Integrated framework based on critical success factors for e-Commerce. Journal of Information Systems Engineering & Management, 2(1), 4.