Quinta do Lago is a resort on Portugal's southern coast, with restaurants, a sports hub, a boutique hotel, a beach and three golf courses. Residents have a 24-hour concierge service through Clube da Quinta.

The resort wanted to digitise parts of the concierge service to reduce in-person contact and speed up responses to resident requests, build more personal one-to-one messaging with residents, and use data to make faster decisions and plan growth for its other business units.

The team can now see and manage requests in one place, which has helped improve response times and service levels.

For phase one, Alliants tailored its Experience Platform for Quinta do Lago.

• QR codes open restaurant reservation pages.
• Guests land on the English or Portuguese site, depending on their phone's browser language.
• Residents and guests chat with the team on channels such as WhatsApp, Messenger and SMS.
• All conversation history sits in one place, whichever channel was used.