Amplifon improves customer and employee service with ServiceNow-CMI Magazine

From the perspective of company employees and from the perspective of customers, the cloud conversion plan jointly initiated by Amplifon and ServiceNow is greatly improving its service quality.

“Using ServiceNow, we can deliver Service IT Directly to the point of sale and hearing center When you need themSo that our employees can Focus on customer relations E Create a positive in-store experienceIn fact, he announced Rafael (Raffaello Infantino), Di Amplifon, the company’s IT operations director.

The implementation of the ServiceNow solution enables Amplifon employees to provide maximum customer support to quickly resolve any IT critical issues: retail personnel can now access Knowledge base completion Thanks to the centralized portal of IT services, it allows you to find answers to various questions immediately or directly contact the local support team. The knowledge base also greatly reduces the number of tickets issued by retail staff, allowing the IT team to focus on requests that require direct input and intervention.

Amplifon has implemented the ServiceNow platform as a strategic element in its cloud conversion plan, which uses “Platform as a Service” In order to align the IT service method with the goal pursued:The tools we use for the service desk are notMulti-site and global events Like us Raffaello Infantino explained. “This does not allow us to provide high-quality IT services to our employees. Our employees cannot interact with IT experts in time“.

Following the success of the ServiceNow platform, Amplifon is now planning to expand its scope of use to support overall IT delivery and other areas of the business.Plans include adopting solutions, etc. ServiceNow Customer Service Management (CSM) to introduce automation, independence, and collaboration in the customer service process in real time, thereby minimizing problem resolution time and maximizing customer satisfaction.