Case Study: Amplifon achieves streamlined global IT service delivery and exceptional retail customer experiences with ServiceNow

Transforming IT Service Delivery to Create Exceptional Customer Experiences

Amplifon, the Milan‑headquartered global leader in hearing solutions with about 11,700 employees and 3,800 retail stores worldwide, relied on frontline retail and local IT teams to deliver critical customer experiences. Its legacy BMC service desk and dependence on phone and email caused costly downtime at retail sites, lacked localization, and prevented outsourced providers from participating effectively in service delivery.

In 2016 Amplifon deployed a single, localized ServiceNow instance to unify IT service management, giving retail staff a central self‑service portal, searchable knowledge base, and controlled supplier access. The platform eliminated email from IT workflows, dramatically cut ticket volumes, raised employee satisfaction through local-language support, and is being rolled out globally with plans to extend ServiceNow into project and customer service management.

Amplifon

Raffaello Infantino

Corporate IT Director of Operations