INTRO Concierge

INTRO is a concierge and destination company on the coast of Uruguay, founded by Natalia Méndez. Her team arranges houses, transfers, weddings and corporate events for travellers and companies, in English, Spanish and Portuguese. The high season is short and intense, and what they sell is judgement and care, so everything a client sees has to look the part.

• In high season, requests arrive faster than proposals can be written. Each one was built by hand: find the house, find its photos, work out the nights, lay it all out again.
• The prices lived in a spreadsheet and in documents kept by different people, so the same figure was looked up and typed more than once.
• An enquiry from the website arrived as a message and was copied into the work by hand.
• The website is part of what their clients are buying. It had to stay exactly as it looked, and still take a new page at short notice.

We read the documents INTRO really sends before building anything, and sat with the team to see where the same thing was being written twice. The picture was the premium site in front, and behind it one place where a request becomes a proposal without anything being typed again.

The site moved across exactly as it was, on introconcierge.com, in three languages. Every address the old site ever published still works.

Behind it, an enquiry from the contact form arrives as a request, with the client's name and what they asked for. The team picks houses and services from their own catalogue, each with its photos. The nights are priced from the season the dates fall in, and two houses can be offered side by side as a choice.

The client receives one link that reads like an INTRO document and prints as one. What INTRO earns is never shown on it.

The catalogue is being filled now, ahead of the season. An event page and a film of a day on the coast were added on the same address.

It is set up for the season ahead. The team builds a proposal from what is already there, sends the link, and sees what has been sent, won and paid in one place. When the programme of an event changes, the page changes the same day.

• Their website, in three languages
• Requests from the site
• A catalogue of houses and services, with photos
• Prices by season
• Proposals sent as one link
• Sent, won and paid in one view
• Pages for their events

• Their web address, their name and their look.
• Their clients. Every enquiry goes to them.
• Their suppliers and their prices, seen by nobody else.
• Their money. Clients pay them, as before.