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Amplifon leads digital transformation with great HR

A ServiceNow Alliance case study

How to create a best-in-class HR function that accelerates business growth and transformation, and offers a unique HR customer experience.

Empowering people to rediscover all the emotions of sound

Loss of hearing can have a devastating impact on personal confidence and life quality, leading to social isolation and to a decline in health and wellbeing. Amplifon personalised hearing-care solutions have transformed the lives of millions of people by reconnecting them with family, friends, colleagues and the world around them.

Amplifon is constantly striving to keep its team members connected, to ensure all have easy access to the HR support they need to focus on providing a caring and professional service to their customers. Customer devotion is one of Amplifon’s key values; it applies not only to external customers but also to the internal ones. In this context, the HR department went through a major transformation with the following mission: to create a best-in-class HR function that accelerates business growth and transformation, and offers a unique HR customer experience.

More than 80 HR services have now been automated producing a significant reductino in phone calls and emails

Francesca Morichini

CHRO,Amplifon

The key aim of one particular workstream of the transformation was to deliver consistent, high-quality HR services and a great user experience to all colleagues, with all HR-related systems, topics, policies and processes available in one place.

This enables the HR business and people partners to spend less time on repetitive administration tasks, emails and calls—which, historically, take up almost half of each working day—and more time on strategic and added value projects to unlock further productivity and efficiency benefits across the organisation.

With the support of Deloitte, who has played an important role in partnering with Amplifon on relevant transformation initiatives, Amplifon launched an HR digital transformation programme featuring a new HR operating model.

Building on its widespread use, trust and confidence in ServiceNow IT Service Management, Amplifon selected ServiceNow HR Service Delivery as the platform to automate many of the everyday HR processes and tasks which were time-consuming both for employees and the HR teams.

A bespoke solution emerged following the close collaboration of the Amplifon Corporate HR Operations Team, Deloitte, and ServiceNow: ‘Hey HR!’. Comprehensive engagement and testing involved the HR teams in Italy, Spain, France, Germany, New Zealand and several other countries to optimise processes, identify areas for improvement and define best practices.

The inbuilt flexibility of the Now Platform was an important factor in the continuous improvement process, delivering an experience appropriate for all HR users’ requirements around the world, and one that would enable Amplifon to monitor the adoption of the new HR Operating Model from both a technical and an organisational perspective.

A single, intuitive self-service HR portal with a single point of access and landing page—called Hey HR!—is easily accessible from workstations and, crucially given the age profile of Amplifon’s workforce, from a mobile app. It brings all HR information and services together in one place.

More than 80 HR services have now been automated, producing a significant reduction in phone calls and emails

Francesca Morichini

CHRO,Amplifon

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