Case Study: Radisson Hotel Group enhances guest experiences and increases revenue with Quantum Metric

Radisson Hotel Group transforms digital operations from the inside out

Radisson Hotel Group worked with Quantum Metric to improve both employee and guest digital experiences across its hotel operations. Facing challenges with an in-house legacy system, outdated support ticket usage, and friction in key customer journeys, the company needed a better way to support digital transformation in its product and technology teams.

Using Quantum Metric’s session replay and mobile analytics capabilities, Radisson Hotel Group identified and removed unnecessary steps in check-in, corrected an error in its online booking form, and improved internal support workflows. As a result, average check-in time dropped by at least 51 seconds, booking and check-in error rates fell to under 1%, ticket submission time went below 30 seconds, and the company saw an annualized increase in revenue along with stronger guest satisfaction and loyalty.

Radisson Hotel Group

Patrick Apostolo

Director of Operations and Business Transformation