If you have lost your key, you call the KeyLess call centre where you will be guided through a security procedure to identify you. Once you are successfully identified, a replacement key will be dispensed. You can then go to a café or any place of your choice to wait for the courier to arrive with your new key.

We wanted to show the contact between the customer and the service. The main aim of the video was to describe all the procedures of the KeyLess service (identification, data collection, delivery etc) from an insight point of view, to demonstrate how the company gains the customer’s trust. We put a lot of attention on the call centre girl, efficient and well-mannered, and on the delivery boy because we wanted to underline that the KeyLess service is run by people who really care about their customers.

We particularly focussed on the security issue: the delivery boy doesn’t have any access to the keys, just the customer himself who – after fingerprint recognition – can get his keys from the special KeyLess delivery device.

The idea was to communicate a relaxed atmosphere: if the customer loses their keys they won’t have to worry anymore. The KeyLess service looks after everything and will deliver the keys anywhere in town within 30 minutes.