Case Study: KeyMe Locksmiths achieves 5x NPS increase and rapid home-service expansion with Dispatch

How KeyMe partnered with Dispatch to use customer experience as a differentiator

KeyMe Locksmiths wanted to expand its trusted kiosk business into a home-service model but faced major challenges: scaling via a network of independent locksmiths with no existing infrastructure, ensuring technician compliance and visibility, and replicating kiosk-level customer satisfaction quickly without building a platform in-house. To accelerate rollout, KeyMe Locksmiths partnered with Dispatch and adopted the Dispatch platform (notably Dispatch Work, Engage, and Experience).

Dispatch delivered an out-of-the-box solution combining field service management, adoption/training resources, and a branded, app-less customer portal with on-my-way tracking and real-time communication. The Dispatch implementation gave KeyMe Locksmiths complete visibility and workflow control, improved locksmith compliance, and drove measurable results — a 5x increase in customer NPS and a 2x increase in locksmith NPS — while improving online reviews and overall customer experience.

KeyMe Locksmiths

Jessica Greenberg

Product Manager