"Coupang Eats Faces 'Server Failure', Subsidiary Separation... 'Real-Time Customer Inquiry Response' (Comprehensive)"

Establishment of Coupang Eats Service Subsidiary
Order Demand Increased with Single Delivery
But Recent Server Outage Causes Growing Complaints
"Delivery Partners Can Work Flexibly"

[Asia Economy Reporter Kim Bo-kyung] Coupang is officially launching its subsidiary, 'Coupang Eats Service.' This decision comes after Coupang Eats, the delivery application, recently suffered a series of system failures.

On the 14th, Coupang issued a press release stating, "We are launching Coupang Eats Service, a service team that manages support for customers, store owners, and delivery partners, as well as the operation of delivery partners." Coupang Eats Service will be a new subsidiary of Coupang, with Coupang owning 100% of its shares.

Previously, Coupang experienced two system failures that halted orders and delivery driver assignments during lunchtime on the 10th of last month and during the evening on the 9th.

Delivery drivers were unable to accept 'calls' or confirm delivery addresses even after receiving food, and restaurant owners faced confusion such as having to discard already prepared food.

Coupang Eats has gained popularity for its 'single delivery' service, which delivers one order to one household, but there is analysis that system overload occurred as delivery orders surged all at once. Some delivery drivers and store owners have voiced dissatisfaction, demanding compensation.

By separating Coupang Eats Service as a subsidiary, Coupang is expected to prevent recurrence of server outages, improve systems, and strengthen customer response services. Coupang stated, "We decided to launch a specialized subsidiary to respond to the increasing demand nationwide."

In particular, Coupang Eats Service plans to provide enhanced services and support to users through a system that responds in real time to inquiries from customers, store owners, and delivery partners.

Through this support system, delivery partners are expected to work more flexibly and adjust their own schedules.

Jang Ki-hwan, who will serve as the CEO of Coupang Eats Service, stated, "Our goal is to apply Coupang's latest technology to provide excellent food delivery services to customers, offer store owners opportunities to increase sales, and ensure safe deliveries for delivery partners."