Amplifon’s in-store hearing care professionals help hundreds of thousands of people in 26 countries with the life-changing journey of finding the right hearing solution, with personalized care.
Time-consuming routine tasks left too little time for in-person customer interactions.
Amplifon is a global leader in hearing care, dedicated to guiding customers along the personalized path to finding the right hearing device. Their experienced hearing care professionals conduct thorough hearing assessments and diagnostics, and calibrate devices to tailor them to each customer’s diagnosis and lifestyle. “At Amplifon, our mission is to help customers rediscover the emotion of sound,” said Fabio Tomasi, Amplifon’s Global IT Retail Director. “And our hearing care professionals are the heart of our company.” Their work doesn’t just improve hearing — it changes lives.
Beyond fitting customers with the right devices, hearing care professionals manage the customer’s care plan and rehabilitation. They also juggle scheduling and follow-ups. When someone requests an appointment online, Amplifon’s call centers reach out to book a time. After that, store-based hearing care professionals take over, handling reschedules and staying in touch via phone, SMS, or email. They also check in with customers who are testing devices at home, calling to see how things are going and offer support.
While essential, these administrative tasks were taking time away from in-store consultations and sales. Because assessing hearing health and finding the right hearing device requires specialized training and expertise, Amplifon sees its hearing care professionals’ time as invaluable. Every minute spent managing appointments and follow-ups is a minute not spent helping customers face-to-face.
To ensure their staff could focus on in-person consultations, Amplifon knew they needed more support to handle these everyday tasks.
At Amplifon, our mission is to help customers rediscover the emotion of sound. Our hearing care professionals are the heart of our company.
Fabio TomasiGlobal IT Retail Director, Amplifon
Agentforce automates scheduling and follow-up so hearing care professionals can prioritize customer care.
Agentforce, the agentic layer of the Salesforce Platform, will transform how hearing care professionals manage their time and engage with customers. Not only will it help them spend less time managing routine tasks, it’ll also help them focus on high-impact activities that support customers and are good for the business, too.
For example, patients get a free trial of their hearing device before committing to a purchase. Agentforce will keep them engaged by checking in with them via SMS messages, answering questions, and scheduling follow-ups.
“Agentforce will autonomously interact with the customer, getting feedback about how they’re using their hearing aid and schedule reminders as needed,” said Fabio Tomasi, Amplifon’s Global IT Retail Director. “This will improve the customer experience and store operations.”
Agentforce also helps hearing care professionals make the most of their availability by helping them offer open appointments to people who are most in need and likely coming to the decision to use a hearing aid. To assess their readiness, Agentforce uses data from Amplifon’s Service Cloud, such as the customer’s age and gender, and combines it with historical behavior from similar clients.
Because Agentforce is integrated with Service Cloud, all scheduling updates happen in real time, ensuring hearing care professionals always have an accurate view of their availability. Meanwhile, Marketing Cloud keeps customers engaged by automatically sending confirmations, reminders, and follow-ups via WhatsApp and SMS. “Agentforce can truly help us nurture the relationship between the patient and the hearing care professional, 24/7,” said Alessandro Bonacina, Global Chief Marketing, Technology and Innovation Officer.
With the Field Service-powered Amplifon 360 mobile app, hearing care professionals can quickly prepare for upcoming appointments with personalized device recommendations from Agentforce. Because Field Service, Service Cloud, and Agentforce are all part of Salesforce’s deeply unified platform, Agentforce can reason across key intake form details and appointment notes — like a customer’s hearing needs, preferences, and lifestyle — to deliver a curated list of recommended devices right in the app. This helps hearing care professionals come to each appointment with recommendations that suit their customer’s unique needs.
Looking ahead, Amplifon plans to expand Agentforce’s capabilities by integrating insights from app-connected hearing devices. By alerting professionals when a device needs servicing or a battery replacement, Agentforce will help hearing care professionals deliver proactive care and drive additional sales.
With Agentforce’s support in handling their scheduling and follow-ups, hearing care professionals can focus on what truly matters: helping people reconnect with the sounds that make life meaningful.
Agentforce can truly nurture the relationship between the customer and the hearing care professional, 24/7.
Alessandro BonacinaGlobal CMO & CTO, Amplifon
Amplifon has been guiding customers through the hearing care journey with Salesforce for years, and with Agentforce, they’re taking customer care to the next level. Expertly integrated with Field Service, Service Cloud, and Marketing Cloud, Agentforce optimizes schedules, prioritizes appointments, and streamlines communication — ensuring every interaction is efficient and personalized. “It has become very easy to introduce AI into our processes since we use the Salesforce Platform in our shops, call centers, and frontend channels,” said Tomasi. “We can significantly evolve the way in which we operate, thanks to Agentforce’s support.”
With real-time scheduling, AI-powered product recommendations, appointment prioritization, and automated follow-ups, Amplifon can improve more lives, one appointment at a time.
It has become very easy to introduce AI into our processes since we use the Salesforce Platform in our shops, call centers, and frontend channels. We can significantly evolve the way in which we operate, thanks to Agentforce's support.
Fabio TomasiGlobal IT Retail Director, Amplifon
