Technology blueprint: Estimated Waiting Pager (EWT Pager)

The Estimated Waiting Pager or known as EWT Pager, is an innovative queue management system designed by MORO Corp. that aims to improve customer satisfaction and service efficiency within the food service sector. This product is an upgraded version of the existing pager system commonly used in restaurants, with smart additional features to enhance transparency and communication for users. The EWT Pager comes with an LCD built-in screen that displays details about customers order including preparation status, estimated finish time, queue status, and straightforward feedback options. It is supported by the central control system which works as the operational hub for the entire queue management process. This control system enables staff to manage the orders in real-time with the labelled sections: menu, order, preparation and queue. The system continuously tracks the order progress and wirelessly sends updates to the corresponding pager. The EWT Pager is designed to reduce customer uncertainty and frustration caused by unclear service durations and improve operational efficiency of restaurant services. The EWT Pager is primarily designed for food service businesses, particularly restaurants, cafes, self-service outlets and food courts. This target market consists of small to medium-sized food business operators that operate in high-traffic urban areas, which often face challenges regarding customer queue management and service delays. By introducing a transparent solution, EWT Pager fills this void. This is because the product will be beneficial to the food service establishments who seek to improve their queue management and customer service processes. The company will collaborate with established food and beverage chains such as Coffee Bean & Tea Leaf for the first-time market penetration strategy since these outlets have been using the current pager system. Thus, making them suitable candidates for adopting the new version of EWT Pager. The company will conduct a test run on the EWT Pager at the selected locations to demonstrate the effectiveness of the pager. The local queue management system market is projected to exceed approximately RM 35,000,000 by 2028 and gradually expand its market share, thus this product has significant potential in the market. The initial projections are estimated around 3% market penetration within three years with sales growth driven based on the addressable market of 8,000 food service outlets in Malaysia.