(Tentative) Why Do Employees Still Secretly Use Google Sheets After Buying a Brand-Name SaaS System?

Title: 【Must-Read for SME Owners】 You Spent Heavily on a CRM/ERP, So Why Are Staff Still Secretly Using Google Sheet? Meta Description: Hong Kong SME owners spend big money on brand-name SaaS systems hoping to boost efficiency, only to find staff still prefer Google Sheet? This article deeply analyzes 5 major causes of failure—overly complex systems, insufficient training, feature mismatch—and provides practical solutions to help you truly achieve digital transformation and get your money's worth. Keywords: Why do staff end up secretly using Google Sheet even after buying a brand-name SaaS system? Date: 2025-12-15 #【Must-Read for SME Owners】You Spent Heavily on a CRM/ERP, So Why Are Staff Still Secretly Using Google Sheet? As a Hong Kong Small and Medium-sized Enterprise (SME) owner, you are probably all too familiar with the following scenario: You make a resolute decision, invest a considerable sum, and implement a well-known industry SaaS (Software as a Service) system, such as a CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) system. You are filled with anticipation, expecting this "ultimate tool" to standardize company workflows, enable real-time data sync, and send efficiency soaring. But a few months later, a harsh reality stares you in the face: You discover the sales team is still using a shared Google Sheet to track potential clients; the project manager uses another Google Sheet to update project progress; even the admin staff still prefer using Google Sheet to manage inventory. The expensive system you bought, while boasting a sleek interface, has few logins and has become a pricey "decoration." You can't help but wonder: Why is this happening? Are the colleagues not professional enough? Unwilling to learn? Or are there deeper reasons? In fact, this issue is not an isolated case but a widespread "Shadow IT" phenomenon common among SMEs globally. Employees are not intentionally defying company policy; rather, the "brand-name" system you chose might have had "compatibility issues" from the very beginning. Today, Frasertec Limited delves into the reasons why powerful SaaS systems ultimately lose out to a simple Google Sheet. --- ## Why is Google Sheet So "Magical"? Before we blame the employees, let's first understand why Google Sheet becomes their "comfort zone": 1. **Zero Learning Curve**: Almost everyone returning to the office knows how to use Excel, and Google Sheet operates very similarly. No complex training is needed; you can start work immediately by opening a browser—the learning curve is practically zero. 2. **Ultimate Flexibility**: From simple to-do lists to complex financial models, users can "build" what they need in Google Sheet according to their own requirements. It has no fixed framework. Users can freely add/remove columns, customize formulas, set color tags, perfectly fitting their immediate work needs. 3. **The Power of Real-time Collaboration**: This is Google Sheet's killer feature. Several colleagues can edit the same document simultaneously, see each other's changes, and leave comments for discussion. For Hong Kong teams that require fast, flexible communication, the efficiency of this real-time interaction far surpasses submitting reports in a rigid system. 4. **Free and Cross-platform**: No extra cost is needed. With just a Google account, you can access and edit from anywhere, whether on a company computer, home MacBook, or mobile phone. Simple, flexible, free, and highly collaborative—Google Sheet meets the most basic, most direct work needs of employees. So where does your expensive system fall short? --- ## 5 Major "Causes of Death": Revealing the Truth Behind Your SaaS System Being Neglected An expensive system gathering dust is usually not due to a single cause but a combination of the following issues. ### Cause of Death One: Overly Bloated Features, Operations Complex as a Maze Many "brand-name" SaaS systems, especially those from large欧美 vendors, are originally designed to meet the complex hierarchies and processes of large multinational corporations. The result is a system packed with features, but for Hong Kong SMEs pursuing "speed, convenience, and correctness," over 80% of these features may never be used. To complete a simple task, like "adding a new customer contact," a colleague might have to click through three or four layers of menus and fill out a dozen unnecessary fields. This feeling of "using a sledgehammer to crack a nut" creates immense frustration for employees. In contrast, adding a row of data in Google Sheet takes only seconds. Human nature chooses the path of least resistance. ### Cause of Death Two: Rushed Implementation Process, Inadequate Training When many companies introduce new systems, they focus only on the "Go-live" date and neglect the most important factor: the "people." Management might think that once a good system is bought, colleagues will naturally know how to use it and like using it. The reality is that training is often just a two or three-hour "cramming" lecture where the instructor uniformly introduces all features without any customized teaching tailored to the actual workflows of different departments (e.g., Sales, Marketing, Admin). Colleagues leave confused, not understanding how this new thing can help them, only feeling it adds extra data entry work, naturally leading to resistance. ### Cause of Death Three: Rigid System Processes, Unable to Fit Actual Business Needs "You need to adapt to the system, not the system adapting to you." This phrase might be a SaaS salesperson's mantra, but it's also a primary reason for many system implementation failures. One of the core competitive edges of Hong Kong SMEs is flexibility and fast response. Our workflows are often the most efficient ways developed through years of practical摸索. If a new system's processes are very rigid—for example, mandating that a sales lead must go through A>B>C>D four stages, but your company's actual practice is the more flexible A>C>B, and the system won't let you change it—then colleagues, to get work done, have no choice but to use their familiar Google Sheet outside the system and then "be forced" to input the final results into the system to report. Thus, the system not only fails to improve efficiency but creates double work. ### Cause of Death Four: Lack of Internal "Champions" A successful digital transformation project must have grassroots support. If the decision to introduce the system is entirely top-down, without involving the employees who will use the system daily in the decision-making process, they will naturally see it as "the boss's new toy" and adopt an indifferent attitude. A smarter approach is to identify and invite tech-savvy, influential colleagues in each team to become "internal champions" early in the project. They can not only provide valuable frontline feedback but also, after the system goes live, become internal "seed trainers," helping other colleagues solve problems and promote the system's benefits. ### Cause of Death Five: Overlooking Integration, Creating New "Data Silos" Can the CRM system you introduced seamlessly connect with your accounting software, email marketing tool, or website backend? If not, it means your team needs to manually copy and paste data between different systems. For example, Marketing colleagues finalize an event sign-up sheet in Google Sheet, then have to manually input each entry into the CRM; Sales colleagues close a deal in the CRM, then have to manually notify accounting colleagues to create an invoice in another system. These repetitive tasks not only waste time but are highly error-prone. Employees find that using Google Sheet with automation tools like Zapier is sometimes more flexible than your so-called "all-in-one" system. --- ## How to Prescribe the Right Remedy? Make Your SaaS Investment Truly Worth It Reading this, you may have realized the core issue isn't Google Sheet, but "mismatch." So how can you ensure your tech investment isn't wasted? 1. **Diagnose First, Prescribe Later**: Before purchasing any system, the first step isn't looking at brand rankings but deeply understanding your company's internal processes. Talk to colleagues from different departments, map out their existing workflow maps, and identify their pain points. A professional IT consultant can help you complete this step objectively. 2. **Choose a System That "Fits," Not Just a "Brand Name"**: Besides those giant SaaS platforms, the market has many solutions designed specifically for SMEs, offering more flexibility and scalability. Consider platforms that can quickly tailor a system to perfectly fit your business processes, combining the flexibility of Google Sheet with the structure and security of an enterprise-grade system. 3. **Invest in "People": Continuous Training & Support**: Treat training as an ongoing process, not a one-time task. Roll out system features in phases and provide "scenario-based training" tailored to different roles. Most importantly, establish an internal support channel, appoint your "internal champions," and give them time and resources to help colleagues. 4. **Embrace Integration, Break Data Barriers**: When selecting a system, consider the openness of APIs (Application Programming Interfaces) and integration capabilities as key factors. A good integration solution can automate data synchronization, eliminate manual entry, and let employees immediately feel the convenience the new system brings, encouraging active use. 5. **Start Small, Scale Gradually**: Don't try to move all company operations onto the new system at once. First, select a process most in need of improvement (e.g., sales lead management) and run a pilot in a small team. When this pilot succeeds and demonstrates clear ROI (Return on Investment), replicate the successful experience in other departments; resistance will be much lower this way. ### Conclusion Employees secretly reverting to Google Sheet is not their fault but a strong signal that the tool you chose is disconnected from your team and your processes. Successful digital transformation is never as simple as just buying a piece of software; it's a systematic project involving three aspects: "People, Process, and Technology." Instead of complaining that employees are "disobedient," pause and think: which link is failing? A truly "easy-to-use" system should empower employees, not add to their burden. If you are facing similar difficulties, unsure how to choose the right IT solution for your company, or want to maximize the value of your existing system, it's time to seek professional advice. **Contact Frasertec Limited Now** Our expert team has extensive experience in Hong Kong SME IT consulting. We can help you deeply analyze business needs, select, and implement the most "down-to-earth" solutions, ensuring every cent of your investment translates into real productivity. 📞 Phone: +852 2578 8828 📧 Email: [email protected] 🌐 Website: https://www.frasertec.com