Case Studies

myMeta Implementation

Johan Mattsson, consulting through ImagineICE, used the capabilities of myMeta to revolutionize the support function for the Radisson Property Management Application. With myMeta, Johan brought a new level of simplicity and efficiency, fundamentally changing how users accessed support and training.

Before myMeta, users had to navigate to a separate application for documentation and assistance with the property management system. Users were often discouraged from seeking help due to the complicated process. Recognizing this challenge, Johan ingeniously used myMeta to create a dynamic help section accessible directly from within each application.

This dynamic help section provided instant access to relevant information about the application the user was currently using. By embedding this functionality, Johan ensured that users could easily find the support they needed without leaving their workflow. This not only enhanced the user experience but also significantly boosted the adoption and effectiveness of training.

Johan’s successful implementation of the myMeta adoption tool brought about a significant positive change for Radisson. It simplified the support process, made training more accessible, and addressed users' needs in real-time. This innovative approach led to a more engaged and informed user base, ultimately contributing to the success of the Radisson Property Management Application.

Radisson Property Management Application

During an intense 18-month period, Johan Mattsson, working as the Product Owner through ImagineICE, led the development of the Radisson Property Management Application using agile methodology. He oversaw the creation of over 111 features, prioritizing customer feedback and leveraging Quantum Metric data to ensure data-driven decisions. This approach resulted in high user adoption and marked success for the application.

Johan also managed the implementation of the new Property Management System (PMS), the myMeta application, and Quantum Metric. He successfully led the development of EMMA v2 at Radisson, showcasing his versatility and commitment to innovation.

One of Johan's most significant contributions was persuading Radisson to focus exclusively on developing their PMS as a web application, rather than continuing parallel development with SAP. This strategic decision future-proofed the PMS, keeping it technologically advanced and aligned with modern standards.

Today, Radisson's PMS is solely developed within the web application framework. This streamlined approach was a key factor for Louvre Hotels and Prize Hotels, who decided to join the Radisson Hotel Group. They were particularly impressed by the simplicity and efficiency of the PMS, developed under Johan Mattsson's guidance with ImagineICE.

Quantum Metric Integration

Johan Mattsson, who consults through ImagineICE, led a groundbreaking project at Radisson by developing a Generative AI support function. This innovative system utilizes Quantum Metric to automatically identify error data, and populate support tickets with full session replays, session details, and detailed generative AI summarizations

The innovation greatly streamlined the support process for both users and the support team by minimizing the data users needed to fill out and including all the critical information the support team required to efficiently resolve issues. This advancement was essential for Radisson, as it addressed one of the main challenges faced by hotels: a lengthy ticketing process that discouraged ticket submissions and resulted in lost data and feedback.

Johan's integration of Quantum Metric with ServiceNow and myMeta was a game-changer. By simplifying the support process, he ensured that important data was identified and utilized to enhance the application and overall user experience. His strategic use of Quantum Metric not only streamlined processes but also ensured that every bit of feedback was effectively used to drive continuous improvement.

Thanks to his innovative use of Quantum Metric, Johan was invited to speak at the Quantum LEAP conference in London in 2024. There, he addressed an audience of 400 people, sharing how he and Radisson were utilizing Quantum Metric in pioneering ways for their internal applications.