Case Study: Amplifon achieves streamlined, localized IT support and reduced ticket volume with ServiceNow

Amplifon IT service transformation helps employees better serve retail customers

Amplifon, a Milan-based global leader in hearing solutions with 3,800 retail sites and around 5,000 front-line staff (11,700 employees overall), needed to modernize IT service delivery to eliminate downtime at retail locations, provide localized support, and enable outsourced partners to work within a unified system. Its legacy service desk limited staff interaction with IT and partners, undermining the customer-facing operation.

Amplifon implemented a single global instance of ServiceNow’s Now Platform for IT Service Management, providing localized services, a self-service portal, and a comprehensive knowledge base accessible to employees and external suppliers. The change cut ticket volumes through self-help and automation, removed email from IT processes as countries go live, improved local response and employee satisfaction, and freed retail staff to focus on delivering better customer experiences while the platform is rolled out to more regions and business functions.

Amplifon

Raffaello Infantino

Corporate IT Director of Operations